When they rolled out RingCentral’s all-in-one cloud communications solution, SCM finally had a consistent phone system and user experience for all of its staff company-wide—for the first time.
The company’s claims adjusters were now able to take and make calls on their SCM business numbers whether they were at their desks or in the field. This made it easier than ever to be responsive to clients and deliver outstanding service.
SCM also used RingCentral’s open API platform, and the fact that RingCentral integrates texting capability from any device, allowing clients to communicate with adjusters through SMS.
Because employees had used separate mobile phone numbers to have these SMS conversations with clients, important conversations regarding file progress never made their way back to the claims management system. Now, because everything runs through RingCentral, the company can obtain a more holistic view of the overall claims experience for its clients and respond better to customer service inquiries.
And, as Mike explains, the ability to capture and record all SMS messages between client and SCM employee has another important benefit: “Those texts are part of the case history and having them mitigates our own risk in terms of errors and omissions.”