Superior customer service is central to this client’s business model. This case study shows how a focused piece of custom software — built around the RingCentral Subscription API with webhooks — delivered measurable business process improvement:
- RingCentral Subscription API with webhooks
- Business process improvement
- Reduced time per call
- Less frustration for both staff and customers
Client: a leading aftermarket auto body parts supplier.
Problem
Our client’s business model depends on superior customer service. With 4 warehouses and 15 satellite locations spread across the east coast, each hub runs its own customer service team tied into the company’s enterprise telephony system. Reps had no fast way to identify callers, so every call started with the same slow routine of asking for and looking up customer details.
Solution
We developed custom software that makes customer service faster and customer-aware by integrating the client’s ERP software with their telephony system. The moment a call is answered, the rep already knows who is on the line.
Results and Outcomes
- Reduced time per call. The customer service rep no longer needs to ask for the customer’s information — it is pulled up automatically when the call is picked up. With the call centers receiving over 100K calls annually, that adds up to real time and cost savings.
- Less frustration, better experience for staff and customers alike. Fewer problems caused by poor phone connections and language barriers while taking calls and looking up customer accounts.
Capabilities Demonstrated
- Business Process Improvement
- Business Process Automation (BPA)
- Custom 3rd-party software integration
- Cloud integration
Overview
Feedback from both the customer service staff and their customer base pointed to the same need: a more efficient way for the team to look up customer records on incoming calls. The goal was to let a rep instantly retrieve the relevant data — company name, contact name, order status — to better assist with the caller’s inquiry.
We built a solution that listens to incoming telephony sessions and updates the ERP system with the status and call details for each extension (each extension is tied to a single rep). Once a call is answered, the rep is prompted in their ERP terminal to look up the customer data associated with the incoming caller’s phone number. With a single click, CSRs can instantly view the calling customer’s:
- open quotes
- orders
- packing slips
- invoices
- and more
Under the hood, we registered with RingCentral’s webhook service to receive notifications for telephony actions such as call-received and call-disconnected. A Web API written in C#.Net, hosted on the client’s web server, listens for these webhook notifications and receives the call details from RingCentral. That information is stored in the CRM database, which uses it to display the calling customer’s information to the customer service rep.
Features
- Webhooks
- ERP and phone system integration
- Live real-time data
Technologies
- Microsoft SQL Server
- .Net Web API, C#.Net
- Azure Virtual Machine (cloud)
- RingCentral Subscription API