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NutraScience Labs Drives Revenues with Risk-Averse Solutions

Needed a phone solution that would work easily on day one, scale easily later.
Cloud-based RingCentral enabled easy office expansion and frictionless growth.
Continuing to benefit from RingCentral’s ease of use and cost-effectiveness.
Company profile
Company profile:
NutraScience Labs, formerly Nutricap Labs, is a contract manufacturing facility, providing clients with full-service, turnkey nutraceutical solutions including label design, product manufacturing, packaging design, and order fulfillment.
Year founded:
1–50 employees 
Farmingdale, New York

NutraScience Labs was ranked the 42nd fastest-growing company in America by Inc. Magazine in 2009. It was also ranked the fourth fastest-growing private company in the New York, Northern New Jersey, Long

Island area and was ranked the third fastest-growing company in the health industry.

Companies clamoring to do business together  

Because of its growing status and reputation in the industry, scores of companies were clamoring to contract with NutraScience Labs. Since all leads for new opportunities were received via the web, by phone, and through inbound and outbound initiatives, it was imperative to have a solid, reliable contact center solution to manage the abundance of inquiries it was now fielding daily.

With such a rapidly growing company handling significant call volume on

a daily basis, NutraScience Labs needed to ensure it had failover protection and disaster recovery strategies in place for all its many calling campaigns.

The company’s phone carrier presented a number of issues that put its calling initiatives at risk. With the weaknesses in the current system identified, Ryan Mayer, Chief Technology Officer for NutraScience Labs, set out to make a change.

Other vendors can’t come close

While a selection process may have been the next step for the standard company examining an alternative solution, Mayer found it unnecessary. RingCentral was already well known in the industry for its superior technology platform and reliability, and Mayer was familiar with its ability to add local delivery options for redundancy on the delivery path and provide the business continuity measures necessary to eliminate risk.

“I have a lot of experience in telephony on both sides of the box,” he

says. “I vetted many solutions before I even started with NutraScience Labs; I’ve done due diligence in the past, and other vendors can’t come close to the robust and feature-rich offering of the Engage Voice platform.”

To meet the need for the proper redundancy and failover capabilities to ensure consistent call quality, NutraScience Labs selected the Engage Voice cloud routing solution and call delivery via SIP. 

Improved uptime, flexibility, and cost savings

After a swift yet with-you-every-step-of-the-way implementation, the account was set up and configured the next day, allowing for calls to be transferred at night to the correct contact center location. The company’s focus includes a live answer for each call, demanding proper transfers at all times.

With a self-managed platform, NutraScience Labs administrators can set the transfers automatically, eliminating the ticket system that demands a wait for a response from the IT team.

“The RingCentral user interface is amazing,” says Mayer. “One of the nicest I’ve seen in a long time. It’s intuitive and user-friendly and completely eliminated any learning curve. We easily moved all of our toll-free and several batches of local numbers over. In just a couple of weeks, we were off to the races.”

Consistent performance was a priority for NutraScience Labs, and with the RingCentral cloud routing platform securely in place, the consistent uptime and elimination of outages were immediately measurable.

Since implementation, NutraScience Labs has not experienced a single failure or outage.

“There are three things that we immediately experienced with this platform: First, the uptime and not having the outages we were experiencing. Second, we can make changes to the interface the way we want to make them. And third, there is a considerable benefit in the time and money saved in the way we can now do things. Many processes are now automated so we can focus on priority number one: driving revenue.”

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