Item: RingCentral MVP
Rating: 10
Author: Jon Shurtliff

Use Cases and Deployment Scope

RingCentral is used as our primary method of communication for Phone, Video Conferencing, Screen Sharing, and messaging. We rolled it out across all of our divisions and all our locations in North America.
RingCentral allowed us to eliminate our single point of failure on-prem PBX and gives our employees access to all their communications on their computer or mobile - from work or from home.

Pros and Cons

Quality Voice and Video communication
Customer Support and Installation Services
Easy to learn user interface
Comprehensive messenging services

Consistency in their apps across Desktop/Mobile/Chrome Extension platforms
They need to include the probably Taxes and fees on their quotes to not surprise new customers.

Return on Investment

We implemented RingCentral just weeks before the COVID-19 crisis caused us to implement a Work From Home strategy - we honestly couldnn't have stayed in business without it!
Increasing the communication between our remote Sales force and our main offices greatly increased efficiencies all around!

Alternatives Considered

Jive Hosted VoIP

RingCentral won out because of the comprehensive Messenging service that was included with RC. Especially the ability to send MMS made the difference to us because we could replace Cell phone numbers with actual all-in-one Work phone numbers, thus allowing us to maintain continuity when employees turned over. Jive was a great tool, but would have forced us to implement an additional Messenging service and lose the ROI from MMS capability

Key Insights

Do you think RingCentral MVP delivers good value for the price?

Yes

Are you happy with RingCentral MVP's feature set?

Yes

Did RingCentral MVP live up to sales and marketing promises?

Yes

Did implementation of RingCentral MVP go as expected?

Yes

Would you buy RingCentral MVP again?

Yes

Likelihood to Recommend

RingCentral proved to be a LIFE SAVER when we were forced to implement a Work from Home strategy in just a week - had we been on our previous solution of an on-prem PBX we would have had to scramble for both Phone and Conferencing solutions. Not only were we able to get up and running, we didn't even need any training on RingCentral for our users because they already knew how to interact with RingCentral from ANY location!

Users and Roles

250 - This is our main collaboration software - they use it for phones, chat/Instant Messenger , Group Chat, Meetings, and Webinar.
This is everyone from Customer Service and Sales up to the Executive team and everyone in between. We have connected all departments in the company to RingCentral in order to standardize onto a single platform

Support Headcount Required

4 - Our normal team of IT Help Desk and Tech Support handle all our RingCentral Support. We do have some expert users on our Customer Service and Sales teams who also support from a training and every day help aspect.

Business Processes Supported

Phones
Collaboration with Chat and SMS
Hosting online Meetings

Innovative Uses

Connecting multiple departments
moving away from Desk Phones onto Soft phones
Giving Meeting tools to those who never had them previously

Future Planned Uses

Truly utilize RingCentral's full set of features
Use the Group Chats more formally for Knowledgebase

Likelihood to Renew

9

It is QUITE the process to move platforms, and RingCentral is truly providing us with all that we want in a UCaas System

Products Replaced

Yes - Mitel Phone System and Google Chat.

We wanted to standardize into one platform

Key Differentiators

Cloud Solutions
Scalability

We had to have a solution that was in the cloud and could provide connectivity to our distributed sales force and workforce. We could never deal with a mass hardware overhaul again.

Evaluation Lessons Learned

We would have made the decision to go with RingCentral much quicker and signed up earlier!

Support Rating

10

Their customer support is top notch an provide us with all the answers we need quickly and concisely. We especially appreciated their Installation Services team who got us up and running on their platform within the short time frame we presented and had almost flawless performance in porting our services over to their platform

Usability

7

They were working on updating a few of the modules while we were going live, so this made usability difficult to train on once they did go live with those changes.
Now that the changes are in place, we have really enjoyed the usability of the platform

Usability Pros and Cons

Pros	Cons
Like to use Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using Familiar	None

Easy Tasks

the soft phone was easy to use and made life easier for our CS Agents
The Chat was great and so much easier to manage all our changing employees!

Difficult Tasks

Sometimes finding the group chats were difficult

Mobile Interface Availability and Impressions

Yes - it was great - but it was a little frustrating that we had to have 2 Apps - one for Phone and one for chat/ meetings.

Also, my watch didn't buzz when my phone was ringing, so that made me miss a lot of calls - that was my biggest complaint.

RingCentral came along just in time!

Overall Satisfaction with RingCentral MVP