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BY NEED

Specialty’s Café & Bakery Taps RingCentral's Cloud-Based Unified Communications Platform to Further Improve Customer Service and Employee Experience

Summary
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.
Summary
ADD QUOTE FOR HERO SECTION HERE OR DELETE THIS QUOTE SECTION (TOGGLER V3 START for QUOTE) - “Lawyers don’t have to be ‘unreachable’ anymore when they’re in court or on the road, and they no longer have to give out their personal mobile numbers.”
Jason Thomas
Chief Information Officer, Cole, Scott & Kissane, P.A.
Company profile
Company profile:
Founded in 1987, Specialty’s Café & Bakery is a chain of fast-growing specialty food stores selling fresh baked goods.
Year founded:
1987
EMPLOYEES:
1,400 employees 
Headquarters:
San Francisco, California
Website:

Since 1987, Specialty’s Café & Bakery has combined a unique selection of fresh baked goods featuring premium ingredients and the convenience of technology for a winning effect. Through strategic, measured expansion, it has grown to operate 57 restaurants in California, Washington, and Illinois, selling bakery favorites, sandwiches, salads, cookies, and more. Specialty’s is a destination for local customers and a caterer for companies from startups to the Fortune 500.

Just as it has continually enhanced the customer experience, Specialty’s invests in technology to improve its employee experience. To that end, it replaced its outdated, unreliable PBX system with RingCentral’s unified communications as a service (UCaaS) platform.

Embracing the cloud

According to Andrew Klino, IT Operations Manager for Specialty’s Café & Bakery, the company’s previous communications solution was inadequate. In addition to being difficult to administer, it was unstable. With a focus on moving as much infrastructure as possible to the cloud, he started exploring cloud-based options.

After evaluating a few solutions, Klino chose RingCentral. “Our IT team is lean, so RingCentral’s straightforward, easy-to-use interface was very appealing to our administrator and bottom line,” he explains.

Smoothly going live

Klino was also impressed with the Professional Services support from RingCentral. “It was an incredibly simple install, but it was a bonus having access to RingCentral’s expertise—something not offered by the other vendor we considered,” he continues.

Specialty’s was able to reuse all phones from its previous vendor; Klino 

simply reprogrammed them. Then with the flip of a switch, he rolled over their existing PBX and call center to RingCentral Contact Center™. “I’ve been involved in many deployments over my career. Few have gone as smoothly as RingCentral. Our employees didn’t see any change except for the service being far more stable,” says Klino.

Ensuring seamless communications

Previously, Specialty’s employees had shared cloud-based virtual meeting accounts from another provider. Now with RingCentral Meetings™, all employees enjoy their own accounts. This streamlines the process of arranging interactions with colleagues, vendors, and the tech support team.

Specialty’s also makes good use of the Glip® feature in the RingCentral app to enable real-time communications. As Klino explains, this service comes in handy to enable communications between the company’s customer service department and third-party couriers delivering to extended geographies. “All our couriers communicate with our support personnel in headquarters over Glip. By keeping our customer service

team informed of delays, outages, or other issues via Glip, our stores help us ensure the best customer service,” Klino explains.

Moreover, contact center and Glip prove valuable when Specialty’s stores are experiencing high volumes. When store employees need assistance during those times, they call a dedicated number via an advanced IVR that recognizes store phone numbers. These calls are automatically converted from a Tier 1 ticket into a Tier 3 ticket to ensure the company’s top engineers are supporting the stores. Additionally, teams of store experts are on standby to answer any concerns—from operations to point of sale—via Glip in real time.

Gaining stability and flexibility

With RingCentral Contact Center, Specialty’s gained instant and much needed stability. According to Klino, “Our previous contact center solution was unstable and impossible to administer.” He says contact center is far more stable. “We’ve never experienced a complete outage, which is a huge bonus because all our calls get through.”

At the same time, the company’s agents are able to work remotely from

home without issue. “The quality of contact center means our dedicated remote agents can do their work and be confident in high-quality communications,” he continues. In addition, contact center gives Specialty’s the ability to scale effortlessly. “Contact center allows us to give agents an option to work from home with just a laptop,” he continues.

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Planning for additional efficiencies

With an eye on continually offloading infrastructure to the cloud, Specialty’s is in the process of rolling out Salesforce. “We plan to

 integrate RingCentral and Salesforce to drive even more efficiencies,” concludes Klino.

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