COMPANY

Case Studies

Tuff Shed

Tuff Shed




Tuff Shed Seeks Best Salesforce® Integration, Finds That
and Much More with RingCentral

Since 1981, Tuff Shed has been supplying customers with the best garages, storage, and recreational buildings for their needs. The company has a network of 48 manufacturing facilities serving customers in 36 states. It displays its buildings at 124 Tuff Shed factory-direct locations as well as in nearly 1,400 Home Depot stores. In addition to a headquarters in Denver, Tuff Shed operates a large customer contact center in Dallas.

As Tuff Shed expands and its workforce becomes more distributed, keeping everyone connected to each other and to the company’s Salesforce CRM is crucial to maintaining the company’s high standard of customer service. Its previous phone system, which lacked any messaging functionality, didn’t help with this. Also, its spotty call quality at times gave the wrong impression to customers.

“We literally had a full-time VoIP engineer on staff for our PBX and still the situation was so bad that our legacy phone system was like a cuss word around here,” explains Erik Peterson, Application Support Analyst at Tuff Shed. Between frustration with call quality and having to contract with multiple providers for messaging needs, Peterson decided to start over.

Salesforce integration critical, user-friendly features seal the deal

Before Peterson started the search for the new communications system, Tuff Shed implemented Salesforce as its new CRM. Everyone was happy with Salesforce and wanted to prioritize its integration with the communications system. Peterson invited eight cloud vendors to bring their phones to Denver, plug them in, and test the integration. “I quickly noticed that RingCentral was an easier and less complicated Salesforce integration,” says Peterson. “Things like click-to-dial and call analytics just worked right away. I hate the phrase ‘out-of-the-box’ because everyone says that, but this was pretty close.”

Although the Salesforce integration was critical, due to its ability to automate sales and service cycles, Peterson was also impressed with RingCentral’s full feature set and the integrated functionality of the platform. With RingCentral Office®, RingCentral Contact Center™, RingCentral Phone™, and RingCentral Glip™, Tuff Shed is covered for telephony, call centers, mobile devices, team messaging and collaboration, and much more.

RingCentral Glip proves its value

Tuff Shed employees have really taken to RingCentral Glip, the user-friendly team messaging app that includes file sharing, video conferencing, screen sharing and built-in task managing.  “We have Glip groups that include marketing, IT, operations, and others. The groups are highly collaborative,” says Peterson. “Plus with Glip conversations, entire meetings haven’t had to happen because everyone gets answers to their questions that much faster.”

Peterson loves the speed of communication with Glip. “We communicate faster, which has reduced my emails from 300 per day to fewer than 100,” he says. Peterson has set up multiple Glip groups for IT. One group consists of employees who travel from site to site. “People can report to IT on the spot if they see anything that needs attention,” explains Peterson. “It gives them a voice, and their feedback allows me to make decisions faster.”

Contact Center—easy on admins and users

Peterson deployed the RingCentral Contact Center call center solution at its business development center (BDC) and IT call centers in Denver right away. (Its main contact center is getting a network upgrade before the Contact Center deployment.)

Peterson found Contact Center easy for his team to deploy and also intuitive for the end users. He values Contact Center’s reporting tools, which are readily accessible as well as informative about the call centers’ performance.

Peterson agrees. “I like the features and all the reports available in Contact Center,” he says. “We had absolutely no visibility with our legacy call centers unless we wanted to pay a huge amount of money to get reports.”

Cloud-based communications platform saves money

Early in the decision-making process, Peterson told his CEO and COO that the company would save money by moving to RingCentral. They were all a bit was skeptical at first. “If we had hired out to implement what we have with RingCentral, it would have cost hundreds of thousands of dollars and then tens of thousands to keep it running afterwards,” says Peterson. “Now instead of a full-time VoIP engineer managing the system, we have a guy on our help desk who is deploying RingCentral on his own.”

Company profile

Tuff Shed, Inc. is the premier provider of quality storage buildings and garages for residential, government, and commercial customers, with nearly one million buildings designed, fabricated, and installed.


Year founded: 1981


Website:
tuffshed.com


Headquarters:
Denver, CO


Size: 1,500 employees


 

“We communicate faster, which has reduced my emails from 300 per day to fewer than 100.”

—Erik Peterson, Application Support Analyst, Tuff Shed

 

“If we had hired out to implement what we have with RingCentral, it would have cost hundreds of thousands of dollars and then tens of thousands to keep it running afterwards.”

—Erik Peterson, Application Support Analyst, Tuff Shed

 

“Things like click-to-dial and call analytics just worked right away. I hate the phrase ‘out-of-the-box’ because everyone says that, but this was pretty close.”

—Erik Peterson, Application Support Analyst, Tuff Shed