While their new cloud communications solution was already improving operations pre-COVID, the decision to switch to RingCentral looked downright brilliant when the lockdowns went into effect.
Because the system allows for business communications from anywhere via a desktop or mobile app (and an optional headset), Richard was able to make sure everyone in the company had the ability to work from home within just a few days of learning the company had to close its offices.
“They plugged in their headsets, fired up the RingCentral app on their laptops, and just like that they were in the right call queue, serving customers from home,” he says. “Considering how big a cultural and logistical change this was for our staff, the transition to the new setup was incredibly smooth.”
Being able to make this transition to remote work without disrupting Original Cottages’ operations was particularly valuable because customer calls skyrocketed as the quarantines went into effect. “We were overloaded with demand,” says Richard “People were calling with questions about their upcoming holiday stays, looking for transfers, asking to turn bookings into vouchers.”
Then, as the lockdown orders began to lift, the company experienced even more call traffic. “People weren’t going abroad, obviously, but they still wanted to go on holiday. We were breaking sales records, repeatedly. And part of what allowed us to be so responsive and efficient was RingCentral.”
As Richard also notes, the other communication tools integrated into the RingCentral platform have helped the staff stay connected and productive. “We use the team messaging feature all day for targeted team discussions,” he says. “And our managers are taking advantage of RingCentral Meetings to have regular video calls with their teams. That’s especially valuable now, I think, to maintain team cohesion and morale.”