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RingCentral Helps Power This Leading Software Maker’s Award-Winning Customer Service
Summary
“Thanks to RingCentral, we have a call queue that rings simultaneously across our customer support team. We also have detailed reporting that lets us monitor how long it’s taking our reps to answer calls. And, maybe most important of all, we have a completely reliable phone solution we never have to worry about.”
JP Werlin
Co-founder and CEO
Company profile
Company profile:
Founded in 2006, PipelineDeals is the most adopted CRM for small and mid-sized businesses. Today, the company’s CRM platform helps more than 18,000 users worldwide gain visibility into their sales pipeline to accelerate opportunities and close more deals. The Seattle-based PipelineDeals has also made the annual Inc. 5000 list since 2014, recognized as one of the fastest growing companies in the US.
Year founded:
2006
EMPLOYEES:
30 employees
Headquarters:
Seattle, WA

“It’s hard to believe, but even today a lot of businesses still manage their sales pipelines on a spreadsheet,” says JP Werlin, co-founder and CEO of PipelineDeals. He should know. Werlin is a serial entrepreneur, and it was his frustration in trying to track his own companies’ sales efforts that led him and co-founder Nick Bertolino to build an intuitive CRM platform to make the process easier for small and mid-sized businesses.

And it worked. Without any traditional investor funding, the founding team has built PipelineDeals into one of the most widely adopted CRM platforms—with 18,000 users in 100 countries, as well as a long list of awards for technology and customer service.

Outstanding customer service requires an outstanding phone solution

As popular as their CRM software has become, Werlin explains that it’s not the only reason for the company’s continued success. “Our top core value is to be customer obsessed,” he says. “Unlike a lot of SaaS companies, when a customer calls our office, we don’t send them to an automated menu. We pick up the phone, and we talk with them. That differentiates us from a lot of similar businesses.”

“Thanks to RingCentral, we have a call queue that rings simultaneously across our customer support team. We also have detailed reporting that lets us monitor how long it’s taking our reps to answer calls. And, maybe

most important of all, we have a completely reliable phone solution we never have to worry about.”

“A big part of our value proposition is that, as a customer, you’ll always be able to reach a human when you call us,” explains Paige Thomas, the company’s Customer Care Manager. “RingCentral is a big help there because as a cloud phone solution that we can use anywhere, RingCentral lets our support reps take calls even if they’re working remotely or on the road or if it’s a weekend and someone has an emergency.”

Finding many other business benefits with RingCentral

When asked about the other ways RingCentral is helping PipelineDeals, Werlin and Thomas both have enthusiastic responses.

“We’re a distributed staff, and about half of the company is remote,” says Thomas. “For example, I’m based in Philadelphia, and most of my staff is in Seattle. Maintaining a cohesive team like that can be difficult, but communicating together on the RingCentral platform makes it a lot easier, makes it feel like we’re a real team. And it lets everyone stay connected and get their work done even if they’re not at their desks.”

“The call reporting data also gives us great business intelligence,” explains Werlin. “Each week, we pull reports to check call volume and to help us answer key questions like ‘Are we staffed at the correct levels for West Coast calls, East Coast calls, after-hours calls?’ This also helps us with hiring decisions. When Paige says we need to hire more support agents, she’s got the data to show us why.”

“RingCentral is great for training and onboarding, too,” says Thomas. “We can get new support reps up to speed more quickly because they can listen in on live customer calls. But more generally, listening to and even participating in support calls is part of every new employee’s onboarding here at PipelineDeals. With everyone in the company on the same phone system, bringing employees from any department onto these live calls is easy—and it helps us give each employee a better understanding of the needs of the people we serve.” 

“As I said earlier, being customer obsessed is our most important value,” says Werlin. “It’s why we’ve won several customer service awards, and why we have a near-perfect customer review rating on review sites, like Capterra. We obviously give most of the credit to Paige and her Customer Care team. But as a tech company ourselves, we know that a lot of things need to go right behind the scenes, with what we call the 'technology care stack,' for a business to be able to provide world-class customer service. RingCentral is a big part of that care stack, and we’re grateful for it.”

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