CASE STUDY ONE
The Parramatta Eels is a Sydney-based National Rugby League (NRL) club, with a long and proud tradition as a football club, a very passionate and loyal fan base and over 30 junior clubs in the local area for kids to play the game. The systems and technologies the Eels were using were not keeping pace with the changes within the club and its brand, particularly in attracting new fans and members. “One way of attracting new faces was to make sure that the customer experience is second to none, and that people are having a good time when they’re dealing with us,” said Redfearn. “We’ve been able to put the customer at the forefront of everything we do, and RingCentral is making that conversation piece so much easier.”
CASE STUDY TWO
UTS Insearch is the premium pathway provider to the University of Technology Sydney, delivering education programs to transform the lives of over 5,000 students from 75 different countries every year. The organisation has been delivering on a four-year digital strategy to move from an infrastructure-heavy IT environment to an online, as-a-service ecosystem.
“Moving to an online world has completely changed the culture at Insearch, so when restrictions start easing and we return to ‘normal’ it will be interesting to see how much of what we are doing today we can keep in place permanently. We’ve already identified significant long-term financial savings will be possible with a move to more online teaching and blended learning, and we now have a much more robust business continuity capability than we have ever had before,” concluded Chaloner.
CASE STUDY THREE
AccessEAP, one of the founders of the EAP (employee assistance program) industry in Australia, has had to adapt quickly to the changing conditions brought on by the COVID-19 pandemic.
AccessEAP fast-tracked its deployment of RingCentral Office® and RingCentral Contact Centre™ to ensure the continuity of its ongoing operations and the ability to support its customers and their employees during times of crisis – like the one we are in right now.
Since rolling out RingCentral, Hindle has seen the call overflow volumes drop by almost two-thirds in just two weeks. “That’s thousands of dollars saved every week.” The RingCentral system automates non-urgent calls that go to voicemail by converting them to text and sending them to the email queue, ready to be actioned the next day or by the next available agent.
In fact, without RingCentral in place and with agents working from home, all of AccessEAP’s calls would have been answered by the call overflow provider. The costs would have been astronomical, said Hindle.