Charter Industries saw reduced maintenance costs, shorter call holds, and reduced handling times with unified communications and contact center solutions.
“With Symplicity’s guidance, it was a smooth and easy transition…our users could not be happier!”— Bill Ogle, director of information systems, Charter Industries.
Charter Industries is a category-leading manufacturer and distributor of edgebanding products based in Grand Rapids, Michigan. The company had outdated on-premise phone service and initially engaged Symplicity to consult them on moving to cloud-based unified communications platform.
After an evaluation of Charter’s needs and scope, Symplicity recommended RingCentral’s unified communications as a service (UCaaS) product and subsequently helped with its implementation. In addition to implementation, we also helped train Charter personnel in the product’s use.
Charter was so happy with their UCaaS implementation that they requested help with a contact center solution to streamline their customer service operations. Based on Charter’s customer service needs, Symplicity recommended a call center product, also by RingCentral. We then helped with CCaaS implementation and training of Charter staff.
Charter Industries experienced a significant transformation in their internal and external communication landscape.
The CCaaS and UCaaS implementations removed Charter’s scalability constraints, reduced maintenance costs, and gave the company access to advanced features such as call queues and interactive voice response (IVR) functionality.
Employees throughout the company had increased visibility via more than 30 channels, including voice, email, chat, and Salesforce integrations. As a result, employees were able to respond more effectively to customers, creating a better customer experience and increasing first call resolutions.