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Case Studies

Corporate Payroll Services

Corporate Payroll Services




Corporate Payroll Services Finds Reliability
and API Flexibility with RingCentral

When Corporate Payroll Services picked RingCentral to replace its on-premises business phone system, the cloud platform’s open APIs were an important selling point.

“Without an API, you’re limited to only what the software can do,” IT Director Don Klayman says. With a sufficiently mature API, “we can customize the experience to our users’ needs.” From the beginning, he knew he would have some custom requirements, which the RingCentral APIs would allow him to meet.

Founded in 1991, the company handles payroll processing and related services for about 6,000 small to medium-sized businesses across the US. Many of them still prefer to call or fax in their payroll records rather than submit them online, making call center operations a critical part of the business.

Corporate Payroll Services used to run its call center on what Klayman calls an “antiquated but powerful” on-premises phone system. Although the phone system customizations developed over a period of decades were important to the business, he worried they were too fragile.

“Any attempt to replicate the legacy phone infrastructure to another environment failed,” he says. “I realized if those systems were to die, we would not have a phone system.”

He considered buying a new on-premises phone system, but he wanted to make sure he would have a disaster recovery strategy. When he saw what RingCentral could do, he says, “I realized it fit much better into my disaster recovery solution.” With a cloud service distributed over multiple data centers, disaster recovery was built in.

Short of a complete disaster, Klayman has already seen the payoff in smaller emergencies like blizzards in the Northeast that kept workers away from Corporate Payroll’s offices in Philadelphia and Washington, DC. “It took about one minute to transfer all the calls here and another one minute to transfer them back when those offices reopened,” he says. In the meantime, key managers from the snowbound offices got back to work at their homes using the RingCentral for Desktop softphone.

In addition, using a cloud service meant he wouldn’t have to hire a telecom server administrator. “The skillset required was so much easier to fill.” Yet another reason to switch was RingCentral’s integrated fax management. Previously, he was spending about $1,700 per month on fax lines, and he could not get the local phone company to budge on the price.

Meeting custom needs

While the old system had to go, it also included capabilities Klayman needed to replicate or improve upon as part of the move to RingCentral. In particular, he needed to provide the telemarketing team with an autodialer app that would filter out any numbers on a do-not-call list the company maintains that includes bad numbers as well as businesses that have asked not to be called again.

Using the RingCentral APIs, Klayman’s developers created a custom dial-out Windows® app. The program pulls in call lists from multiple sources and checks them against the do-not-call list before dialing. Corporate Payroll Services switched to RingCentral in December 2016 and had the new dialer in production by January. “That app gets a lot of use—about 20,000 calls a week,” Klayman says.

The legacy phone system prior to rolling out RingCentral allowed for a round-robin listening capability on customer calls by call center management. Now with RingCentral’s WebRTC integration service, we are able to offer a browser app called Telemon, which allows supervisors to listen in on operator’s calls.

RingCentral provides a service called HUD (head-up display) that allows supervisors to monitor calls and also whisper and barge-in, where “whisper” means to insert suggestions into the call that only the agent can hear, and “barge-in” means to actively intervene in a call the agent is having trouble handling on their own.

Klayman likens it to letting your car radio scan through the channels until you hear a song you want to listen to. In this case, the supervisor might be more likely to stop on a call from a customer who is not being handled properly by a representative, or a sales call needing support.

Also, in the near future, Corporate Payroll Services will modernize its proprietary system for managing customer records, providing a new web user interface. Using the RingCentral APIs, the software recognizes when the number of an incoming phone call matches a customer record and pops up the correct screen in the correct application. In addition to the core system for recording payroll, this screen pop integration works with Pipedrive, a CRM system, and Zendesk® for logging customer and internal support tickets.

The WebRTC Telemon app is currently in full production testing mode. He envisions supervisors running this web-based app on a tablet, which would allow them to continue listening to calls while walking the floor of a call center to assist in a sales call.

Learning process

Klayman says his team’s biggest initial challenge for developing in the API was understanding some of the terms used in the documentation, since he and his developers are not telecom specialists. The actual coding proved relatively straightforward, since RingCentral provided sample code he could load into Microsoft Visual Studio.

The WebRTC demo provided by RingCentral was extremely helpful to Klayman who took it upon himself to implement the Telemon app. In fact he admits to plagiarizing the entire JS code to accomplish his goal very quickly.

He sees the WebRTC method replacing the traditional ways of initiating calls and only requiring a browser to do so.

The effort is worthwhile because, overall, RingCentral allows him to simplify the company’s operations. “My philosophy is to eject anything that is not in our core technology stack and is an inhibitor to progress, like internal email servers,” Klayman says. Running servers for an office phone system was one of the things that had to go, he states. “We don’t want to worry about technology that others do better—we want to use their expertise. We want to do payroll, and do it very well.”

Company profile

Corporate Payroll Services offers full-service payroll processing, payroll tax reporting, and timely, accurate filing of federal, state, and local payroll taxes for small to medium-sized businesses.


Year founded: 1991


Website:
corpay.com


Headquarters:
Atlanta, GA


Size:
125 employees


 

“Without an API, you're limited to only what the software can do. With a sufficiently mature API, we can customize the experience to our users' needs.”

—Don Klayman,
IT Director

 

“That app gets a lot of use—about 20,000 calls a week.”

—Don Klayman,
IT Director

 

“The WebRTC demo on the RingCentral developer portal was very helpful, and in fact I used the same JS code to implement our Telemon app.”

—Don Klayman,
IT Director