RingCentral > Case Studies > Belly Enhances Customer Service with RingCentral

Belly Enhances Customer Service with RingCentral

Technology Category

Networks & Connectivity - Bluetooth

Applicable Industries

Telecommunications

Applicable Functions

Sales & Marketing

Services

System Integration

About The Customer

Belly is a leading customer loyalty program provider that helps businesses foster more personal relationships with their customers while obtaining customer analytics. Founded in August 2011, the company works with more than 7,000 merchants across the United States. With over 120 employees, Belly is headquartered in Chicago, Illinois. The company's mission is to enhance customer engagement and provide valuable insights to businesses through its loyalty platform.

The Challenge

Belly, a leading customer loyalty program provider, was facing challenges with its existing communication system. The system allowed employees to listen to their voicemail messages online, but it lacked many features that the company needed. The sales team, in particular, required more detailed access to their call history to monitor their performance. The system was not user-friendly, and individual users did not have the ability to access call logs. This lack of functionality was hindering the company's ability to effectively communicate internally and with its customers.

The Solution

Belly switched to RingCentral, a cloud-based phone system that offered a range of features that the company found beneficial. The auto-receptionist feature resulted in fewer missed calls and reduced wait times on the lines. Calls from customers were redirected based on the callers' time zone, ensuring they received help even if they did not have their account manager's information. Other features that Belly employees found useful included faxing, the ability to group departments together, and the RingCentral softphone. This allowed employees who worked remotely, including community managers dispersed across five cities, to have their calls forwarded to their cell phones when they were away from their computers. The CEO was also able to use the softphone feature in place of a Bluetooth device.

Operational Impact

Switching to RingCentral has significantly improved Belly's communication system. The system is now more user-friendly, and employees have access to detailed call logs, which is particularly beneficial for the sales team. The auto-receptionist feature and the ability to redirect calls based on the callers' time zone have enhanced customer service. Remote employees, including those in different cities, can now have their calls forwarded to their cell phones, increasing their availability. The CEO can use the softphone feature in place of a Bluetooth device, demonstrating the system's flexibility. Overall, RingCentral has made system management easier for Belly, with the customer service team readily available to assist with any issues.

Quantitative Benefit

The auto-receptionist feature resulted in fewer missed calls.
Wait times on the lines were significantly reduced.
Remote employees were able to receive calls on their cell phones, improving their availability.