How one IT firm gives stellar buyer expertise, each time


Syngenius, an IT firm serving Pennsylvania, New York, and New Jersey, celebrated 20 years in enterprise in 2022: a milestone few managed IT suppliers ever attain. However what makes their achievement much more spectacular is that the corporate has grown into a number one know-how answer supplier virtually fully by way of word-of-mouth promoting from their shoppers

And people shoppers have purpose to sing the corporate’s praises. In contrast to its opponents, Syngenius asks its shoppers to carry the corporate accountable for something however excellent service. 

Let’s take a better have a look at how Syngenius makes their clients so comfortable.

Main clients to the proper IT options for his or her companies

Sabrina Bitting, Syngenius’s Shopper Operations Supervisor, explains that one in all her firm’s largest shoppers was rising pissed off with the shortage of performance of its telephony system—and requested her to discover a answer higher suited to the corporate’s distinctive wants.

“This can be a medical billing agency, and so they have an enormous variety of brokers, a lot of them distant, making calls on a regular basis. The corporate’s outdated telephone system didn’t give them the reporting capabilities they wanted for necessary efficiency insights—like how lengthy the typical calls took, what number of had been getting missed, and which brokers had been taking calls at a given second.”

After researching the cloud communications panorama, Sabrina and her crew discovered RingCentral the clear winner—the strongest trade fame and the richest feature-set. 

“Our medical billing consumer was thrilled with RingCentral’s reporting, analytics, and training capabilities,” Sabrina says. “After getting by with basically no reporting, the corporate might now get detailed stories mechanically delivered to their managers anytime—day by day, weekly—with any KPIs or efficiency metrics they needed to observe. RingCentral even provides their managers the flexibility to pay attention reside on calls and whisper in to assist brokers in mid-call.”

Be taught extra about Syngenius’s buyer expertise success

One crucial change helped a number of shoppers

Sabrina’s expertise implementing RingCentral for that medical billing consumer proved so profitable that Syngenius started reviewing RingCentral’s many capabilities—cloud telephone, crew messaging, video conferencing, digital faxing, SMS texting—to see how they may enhance operations for different Syngenius shoppers.

As she explains, they discovered many alternatives.

“The pliability of RingCentral is simply wonderful. For one consumer, a charitable group that runs a summer season camp for youngsters with disabilities, we had them arrange RingCentral’s crew messaging on their counselors’ cell telephones to assist them talk throughout the 80-acre camp. They had been going to purchase everybody walkie-talkies, however this turned out to be a way more environment friendly answer.”

“For one more consumer, a domestic-abuse shelter, we arrange a devoted RingCentral quantity they will publish for victims who need to ship an SMS textual content message for assist quite than make a telephone name. They’ve a 24/7 hotline as properly, additionally by way of RingCentral, however now the group’s advocates can each reply calls and reply to texts by way of the RingCentral desktop app.”

Actually, Sabrina’s crew was so impressed with what RingCentral was doing for these shoppers that Syngenius moved all of its workers onto the platform as properly. “Our employees now makes use of each instrument within the RingCentral toolbox for our personal operations,” she says. “It’s our telephone system, our video app for inner conferences and coaching new individuals, our crew messaging platform, our SMS texting instrument, and even our cloud fax answer.”

Saving shoppers cash goes a good distance

By migrating its shoppers onto RingCentral’s unified communications platform, Syngenius can also be delivering one other profit: decrease total telecom prices. Most of those shoppers had been paying completely different distributors for a number of of the providers they now have included of their RingCentral UCaaS answer—which, as Sabrina notes, in some circumstances is leading to critical cost-savings.

“We’ve helped our medical billing consumer obtain important financial savings with RingCentral. After we helped them cancel their standalone providers for video, chat, and fax—as a result of now they’ve that each one with RingCentral—the corporate was capable of scale back their communications prices by 1000’s of {dollars}.”

Bonus tip from Syngenius: Work with firms that go the additional mile

To assist with the rollout, coaching, and onboarding for Syngenius’s medical billing consumer, Sabrina introduced in RingCentral’s Skilled Providers Group. On the time, Syngenius was new to RingCentral and needed to ensure the consumer loved a easy, hassle-free migration to their new cloud-communications surroundings. That have proved so useful, Sabrina notes, that now Syngenius can rapidly and easily onboard different shoppers onto the RingCentral platform.

“RingCentral Skilled Providers group was like our train-the-trainer crew,” she says. “They had been so educated and attentive to our questions that we felt like after that one implementation expertise, we had been able to do it ourselves for our different shoppers. And it has labored out fantastically for every further consumer we’ve introduced onto RingCentral.”

Final Modified Might 05, 2022


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