RingCentral > Case Studies > Level 10 Enhances Communication and Customer Support with RingCentral

Level 10 Enhances Communication and Customer Support with RingCentral

Technology Category

Robots - Wheeled Robots
Sensors - Level Sensors

Applicable Industries

Retail
Telecommunications

Applicable Functions

Maintenance
Procurement

Use Cases

Asset Lifecycle Management
Retail Store Automation

Services

Hardware Design & Engineering Services
System Integration

About The Customer

Level 10 is a leading IT service provider for the retail sector, offering a range of services including hardware procurement, software development, asset management, maintenance, and in-store technician support. The company also acts as an extension of retailers’ IT teams, assisting with technology and mobile deployments during store openings, closings, and remodeling projects. Founded in 2001 as TekservePOS, Level 10 has since rebranded and expanded its operations. The company has 120 employees dispersed between its headquarters in Hoffman Estates, Illinois, and other office locations in Connecticut, Washington, Florida, and Minnesota.

The Challenge

Level 10, a leading IT service provider for the retail sector, was facing significant communication challenges due to their outdated PBX system. The company, which provides hardware procurement, software development, asset management, maintenance, and in-store technician support for retail businesses, was struggling with a system that was not only unreliable but also difficult to maintain. The PBX system was issued by multiple providers, leading to conflicts of interest and causing days of downtime. Furthermore, the system was not scalable. Each board could only accommodate 50 lines, and when space ran out, a new board had to be installed, costing both time and money. Additionally, the company's remote employees were forced to use their personal cell phones for business purposes, which was not ideal.

The Solution

Level 10 decided to switch to RingCentral, a robust business cloud phone system. This new system provided pre-configured phones that were ready to use as soon as they were plugged in, eliminating the need for additional boards and providing worry-free scalability. The RingCentral system also offered a solution for the company's remote workers, who could now use RingCentral Softphone or RingCentral’s mobile app to make and receive work calls, eliminating the need to use personal cell phones for business purposes. The system also came with additional features that the company found beneficial, such as electronic faxing, business SMS messages, and access to call logs. Each employee now had their own fax number, and the mobile app allowed them to make business calls while away from their desks without using their personal numbers. The access to call logs also improved customer support and sales, as it allowed the company to identify and address issues based on the amount of time customers spent on the phone with the support team.

Operational Impact

Since switching to RingCentral, Level 10 has experienced significant improvements in its communication processes. The new system has eliminated the downtime and maintenance issues associated with the previous PBX system, providing a reliable and easy-to-use solution. The scalability of the RingCentral system has also eliminated the need for additional boards, saving both time and money. Remote workers now have a professional solution for making and receiving business calls, and the additional features such as electronic faxing, business SMS messages, and access to call logs have enhanced the company's operations. The access to call logs has particularly improved customer support and sales, enabling the company to proactively address issues and improve customer satisfaction.