Teskey’s modernizes phone system with RingCentral MVP to improve customer experience
When we found out that we could get all of those features [messaging, texting, video, and phone] from RingCentral for less than what we were paying for our analog phone alone, we knew it was time to make the move.
Moving from an analog phone system to the mobility of the cloud
Teskey’s Saddle Shop is one of the most trusted names in the horse industry. With more than 1,000 saddles, hundreds of bits and spurs, boots, clothing, ranch and farm equipment and equine supplies, they are a one-stop shop based in Weatherford, Texas. Established in 1998, the retail location has grown to more than 100,000 square feet along with an online store. Teskey's is known for quality products at great prices and superior customer service. Like many brick-and-mortar retailers, Teskey’s had an aging, analog communications system that no longer supported a modern customer base.
“As our business footprint expanded, our sales associates found that when customers called with questions about products in the store, the hold times were getting too long,” said Jordan Cooper, Director of IT, Teskey’s. “Because we were using landlines, we’d either have to page a department and hope someone was available to pick up a transferred call, or we’d have to place the customer on hold, go and look for the item, then come back to the phone to inform the customer and if they had more questions, the process would repeat itself. With 100,000 square feet of store, this was taking up too much time. Customers should not have to wait on hold that long.”
Teskey’s knew that the communications industry was moving to the cloud. One day, a RingCentral sales rep contacted them and introduced them to RingCentral MVP — a cloud-based application that combines messaging/texting, video, and phone functionality, along with a feature called “Switch” that lets users answer a call on one device and transfer it to another (for example, from a desktop phone to a mobile)without disrupting the communication.
“When we found out that we could get all of those features for less than what we were paying for our analog phone alone, we knew it was time to make the move,” said Cooper.
Making modernization easy
RingCentral’s implementation team worked closely with Cooper and his team to deliver a smooth implementation. “Implementation went well. RingCentral provided amazing support, had quick responses, provided the educational materials I needed, and made it simple for us to get it installed,” said Cooper. “The extensive effort RingCentral put into implementation was impressive — the team was super friendly, we had weekly calls, I really felt like we built a business friendship. It was very supportive.”
Teskey’s primarily uses the phone feature to respond to customer inquiries. However, their Sales and IT departments also use the messaging feature internally, and enjoy the freedom to be able to text customers. Due to the nature of their business, customers often need to text photos and the RingCentral messaging/texting feature enables this with ease.
Going mobile delivers a better customer (and employee) experience
No longer chained to landlines, Teskey’s employees are now able to respond to customer calls on their mobile phones and assist customers on-the-go. Employees regularly attend roadshows, work in the warehouse, feed barn, and the tack and apparel shops, which means they often need to walk considerable distances to locate products and verify specific product info.
“With RingCentral, we no longer have long hold times or multiple holds. We can do it all in one, keeping the customer engaged the whole time and even make alternative purchase recommendations as we’re responding to questions or heading to a certain product aisle,” said Cooper. “I’ve received a lot of praise from the sales team about how much easier it is to help customers.”
With RingCentral, we no longer have long hold times or multiple holds. We can do it all in one, keeping the customer engaged the whole time and even make alternative purchase recommendations as we’re responding to questions or heading to a certain product aisle. I’ve received a lot of praise from the sales team about how much easier it is to help customers.
While Teskey’s employees do not routinely work from home, RingCentral enables them to do so, should the need arise. “I can’t give enough praise to the mobile application,” Cooper said.
Cooper and the management team monitor usage metrics through RingCentral which lets them see app usage, hold times, and hold duration times, as well as other key metrics. “We’ve been able to coach employees on how to reduce hold times and it lets us see for ourselves what is actually happening and that has really helped as well.”
Teskey’s plans to expand their RingCentral usage by adding additional licenses and intends to integrate RingCentral into their Shopify-based ecommerce site — using a prebuilt Shopify connector provided by RingCentral.
The retailer also continues to grow its brick-and-mortar footprint.
“RingCentral allows us to easily expand our communications system whenever the business expands and grows. In the past, I would have had a limited number of phone lines and likely would have had to take a line from one department and use it in a new addition. RingCentral enables us to scale and makes it super easy to do so,” said Cooper. “It’s just so convenient. RingCentral’s team has just made it super simple and that makes it easy on me. The RingCentral system is great, but the people at RingCentral are even greater.”
RingCentral allows us to easily expand our communications system whenever the business expands and grows. It’s just so convenient. RingCentral’s team has just made it super simple and that makes it easy on me. The RingCentral system is great, but the people at RingCentral are even greater.