COMPANY

Case Studies

New Relic

New Relic




RingCentral Supports New Relic as It Supports
a Global Customer Base

New Relic’s cloud-based monitoring solutions make every aspect of modern software and infrastructure observable, providing real-time insights that software-driven businesses need to innovate faster. New Relic is used by more than 16,000 companies around the globe, including more than 50% of the Fortune 100.

With a headquarters in San Francisco and its R&D office in Portland, in recent years New Relic has grown its enterprise business around the globe. Today, the company has offices around the world in places such as Sydney, London, Dublin, Barcelona, Munich, and Zurich.

When Philip Luedtke, Vice President of IT & Business Applications, was looking for a new communications solution, he wanted a single vendor across all of these sites. In addition, he recognized that mobility is a fact of life at New Relic. Many employees travel. Many also work from home from time to time. Employees based in San Francisco share workstations in an open office configuration. A hard-wired phone system was of little use to a company with such a modern, mobile workforce.

At the same time Luedtke was looking for a new communications solution, he also needed a robust, integrated contact center solution. “We aim to provide a VIP experience for New Relic customers,” he explains. “That requires a comprehensive contact center solution with reporting, analytics, queuing, and call distribution, along with all of the other baseline features our team expects,” says Luedtke.

RingCentral is truly global and supports mobility.

New Relic chose RingCentral because it met these requirements better than any communications solution, especially in terms of the availability of international service through RingCentral Global Office™.

“Many providers tout their ability to deliver international phone service, but in reality it’s incohesive and a messy landscape to navigate through,” Luedtke explains. “With RingCentral, we can spin up a new office and ensure that they have a local DID presence in minutes. Billing is simple, too. Global Office makes life easy. With our growth and looking to sell into new markets and new countries, that’s a huge differentiator to have one bill.”

Luedtke also values the RingCentral Phone™ app, which has an adoption rate across the company of 70%. “It gives our sales reps flexibility and lets them decouple their work phones from their cell phones, and silence the work interaction when they don’t want to be working,” he says. “But when they’re working, they can do it anywhere. It makes for easy traveling for them and is also a big win for the company compared to the international long-distance costs we were previously paying. The sales reps appreciate that aspect too, since they no longer have the hassle of expensing their phone bills.”

As a modern monitoring and analytics company, New Relic expects its cloud phone system to provide detailed reporting and analytics capabilities. RingCentral delivers here, too, giving the company intuitive, graphical dashboards and reports that analyze calling patterns and help manage performance.

Contact Center enables support from anywhere.

After adopting RingCentral for voice, New Relic deployed RingCentral Contact Center™ as its call center solution. Although the majority of the company’s customer support takes place through email, some New Relic customers purchase direct phone access to the support team. “We want them to be able to pick up the phone day or night and get a person and have the best possible experience with New Relic,” Luedtke notes.

The Contact Center deployment ensures this by allowing the company to route these customers’ calls 24/7 to any place New Relic performs support, something it was unable to do in the past. That includes the offices in Portland and Dublin, and also the homes of engineers who work weekends and alternate shifts.

“This solution was mostly about improving the customer experience and allowing our engineers to work wherever,” explains Lee Farley, Director, Technical Support Operations. “Since deploying Contact Center, the customer experience is far better. Customers can self-select to hold, request a callback, or leave a voicemail within the IVR. The quality of the messaging and IVR now matches the quality of the New Relic services we sell.”

Contact Center benefits the New Relic support agents as well, says Farley. “Our support engineers can sign in and then receive calls any time during their shift. No longer are they tied to their desks, nor do they have to worry that a customer call will go unanswered. Contact Center will auto-route to the next available engineer.” In addition, managers now know when a customer is calling, has requested a callback, or left a voicemail.

Company profile

New Relic provides the real-time insights that software-driven businesses need to innovate faster.


Year founded:
2008


Website:
newrelic.com


Headquarters:
San Francisco, CA


Size:
Over 1,200 employees


“Since deploying Contact Center, the customer experience is far better. The quality of the messaging and IVR now matches the quality of the New Relic services we sell.”

— Lee Farley,
Director, Technical Support Operations, New Relic

“Many providers tout their ability to deliver international phone service, but in reality it’s incohesive and a messy landscape to navigate through. Global Office makes life easy. With our growth and looking to sell into new markets and new countries, that’s a huge differentiator.”

— Philip Luedtke, Vice President, IT & Business Applications, New Relic