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RingCentral Supports Workato’s Fast, Global Growth

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.
Company profile
Company profile:
Workato is a leader in cloud and on-premises automation. The company’s no-code integration platform enables seamless integration of thousands of apps to automate workflows.
Year founded:
Cupertino, CA

Workato provides a powerful, enterprise-grade automation and integration platform that can be used by businesses of all sizes. Its integration recipes are so easy to use and implement that more than 75% of its customers go live with their first app integrations within one week.

One customer used the Workato platform to integrate JIRA® with Zendesk® so that support tickets are automatically updated with the

engineering team’s status. A non-profit that helps students from underprivileged communities succeed in college used the platform to make sure all interactions with students, whether they are captured in Eventbrite, Slack, or Mowgli SMS, are automatically logged in Salesforce®. Currently, Workato’s community consists of more than 150,000 integrations, which they call “recipes,” shared by more than 17,000 businesses.

Globally expanding company needs more than the basics

Workato’s first phone system was a simple cloud-based solution that provided basic telephony. For online meetings and sales demos, the company purchased and shared two licenses of an expensive web conferencing solution. As Allan Teng, Workato’s Director of Partner and Customer Success, recalls, Workato outgrew this approach within six months to a year.

“We started needing things like access to international numbers and support for high volume sales calling,” Teng explains. “We also needed a wider range of communications functionality within the company.”

By replacing the two initial solutions with RingCentral Global Office™, Teng established a communications platform that supports the

company’s global sales efforts and international expansion. (Teng works out of Workato’s Singapore office, which the company opened about a year and a half ago to expand its presence in the Asia Pacific region.)

“RingCentral is a full-featured communications solution with everything you need inside a single app,” Teng says. Now, for example, instead of everyone sharing two web conferencing licenses, all employees have their own web conferencing capability through RingCentral Meetings™. “We use RingCentral Meetings very heavily both internally and for product demos,” Teng adds. Employees use the RingCentral Phone™ mobile app to access RingCentral functionality outside the office using their smartphones.

Sales call volume increased by five to six times

Teng estimates that the productivity of the sales and support teams has increased by 30% to 40% since switching to RingCentral, mainly due to the time saved by having RingCentral functionality integrated with other office applications such as Calendly and Salesforce. “We also automate data from RingCentral with our other apps using Workato. For example, whenever an inbound call is picked up, the person accepting the call will receive a team messaging notification with information on the caller sourced from Freshdesk and Salesforce,” Teng says. “This really integrates RingCentral into our workflows and increases productivity.” Employees also use Workato and RingCentral to automatically log call details in Salesforce whenever an outbound call is made via the RingCentral Phone app.

Teng has seen an equally significant improvement in sales call volume

since deploying RingCentral. “In the past, sales calls required people to go into Salesforce and click on each contact to find out things like the time zone and whether the company met the conditions for the call. Each call took five to 10 minutes to research, so the average number of calls per hour per person was under 10,” Teng says.

“Today that average is 50 to 60 calls per hour per person,” he continues. “Sales agents make calls using the RingCentral integration within Salesforce,” Teng explains. “The priority settings are done by us, so the people who are calling don’t have to have to make those decisions. Calls go out immediately.”

One last thing Teng values about RingCentral: “As part of a fast-growing company, I like the fact that RingCentral is easy to scale as we expand.”

ProductPlan believes RingCentral offers many benefits for small companies and startups

“The RingCentral platform has supported ProductPlan’s growth over the years in a number of ways,” says Semick, “and I think it could benefit many young and small companies. I’ll give you some examples.”

“Ease of use. Setting up a new employee with RingCentral is really as easy as unboxing the phone, plugging it in, and recording a voicemail message. It doesn’t require any specialized technical expertise.”

“Portability. As our staff grew, we had to move to new offices or take over additional space in our existing offices. With RingCentral, the beauty was we could take the phones to our new space and just plug and play. Because RingCentral is cloud-based, we never needed to set up physical phone lines or wait for a telecom provider to activate service for our staff.”

“Time and cost savings. If we had an on-prem PBX or other traditional business phone system, we’d be spending time and money configuring and managing it. And if we instead relied entirely on our cell phones for business communication, that would create inefficiencies in the office in terms of being able to grab a coworker’s ringing phone or easily transferring calls to the right person. Having the RingCentral cloud platform is the perfect solution for a young but fast-growing company like ProductPlan.”

“Easy scalability. As our Account Management and Customer Success teams grow, RingCentral makes it so easy for us to get them up and running. We just add users, order phones, and plug them in. We don’t have an IT team, and when you’re a startup like us, every aspect of your tech infrastructure that you can outsource, simplify, or set up to be self-running makes it much easier to scale quickly. That’s yet another reason I’m so glad we went with RingCentral from day one.” 

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