Tuff Shed Seeks Best Salesforce® Integration, Finds That and Much More with RingCentral
If we had hired out to implement what we have with RingCentral, it would have cost hundreds of thousands of dollars and then tens of thousands to keep it running afterwards.
Application Support Analyst, Tuff Shed
Calls viewed and analyzed
Increase in support team capacity
Since 1981, Tuff Shed has been supplying customers with the best garages, storage, and recreational buildings for their needs. The company has a network of 48 manufacturing facilities serving customers in 36 states. It displays its buildings at 124 Tuff Shed factory-direct locations as well as in nearly 1,400 Home Depot stores. In addition to a headquarters in Denver, Tuff Shed operates a large customer contact center in Dallas.
As Tuff Shed expands and its workforce becomes more distributed, keeping everyone connected to each other and to the company’s Salesforce CRM is crucial to maintaining the company’s high standard of customer service. Its previous phone system, which lacked any messaging functionality, didn’t help with this. Also, its spotty call quality at times gave the wrong impression to customers.
“We literally had a full-time VoIP engineer on staff for our PBX and still the situation was so bad that our legacy phone system was like a cuss word around here,” explains Erik Peterson, Application Support Analyst at Tuff Shed. Between frustration with call quality and having to contract with multiple providers for messaging needs, Peterson decided to start over.
Salesforce integration critical, user-friendly features seal the deal
Before Peterson started the search for the new communications system, Tuff Shed implemented Salesforce as its new CRM. Everyone was happy with Salesforce and wanted to prioritize its integration with the communications system. Peterson invited eight cloud vendors to bring their phones to Denver, plug them in, and test the integration. “I quickly noticed that RingCentral was an easier and less complicated Salesforce integration,” says Peterson. “Things like click-to-dial and call analytics just worked right away. I hate the phrase ‘out-of-the-box’ because everyone says that, but this was pretty close.”
Although the Salesforce integration was critical, due to its ability to automate sales and service cycles, Peterson was also impressed with RingCentral’s full feature set and the integrated functionality of the platform. With RingCentral MVP™, RingCentral Contact Center™, RingCentral Phone™, and RingCentral Video™, Tuff Shed is covered for telephony, call centers, mobile devices, team messaging and collaboration, and much more.
RingCentral Video proves its value
Tuff Shed employees have really taken to RingCentral Video, the user-friendly team messaging app that includes file sharing, video conferencing, screen sharing and built-in task managing. “We have RingCentral Video groups that include marketing, IT, operations, and others. The groups are highly collaborative,” says Peterson. “Plus with RingCentral Video conversations, entire meetings haven’t had to happen because everyone gets answers to their questions that much faster.”
Peterson loves the speed of communication with RingCentral Video. “We communicate faster, which has reduced my emails from 300 per day to fewer than 100,” he says. Peterson has set up multiple RingCentral Video groups for IT. One group consists of employees who travel from site to site. “People can report to IT on the spot if they see anything that needs attention,” explains Peterson. “It gives them a voice, and their feedback allows me to make decisions faster.”
We communicate faster, which has reduced my emails from 300 per day to fewer than 100.
Application Support Analyst, Tuff Shed
Contact Center—easy on admins and users
Peterson deployed the RingCentral Contact Center call center solution at its business development center (BDC) and IT call centers in Denver right away. (Its main contact center is getting a network upgrade before the Contact Center deployment.)
Peterson found Contact Center easy for his team to deploy and also intuitive for the end users. He values Contact Center’s reporting tools, which are readily accessible as well as informative about the call centers’ performance.
Peterson agrees. “I like the features and all the reports available in Contact Center,” he says. “We had absolutely no visibility with our legacy call centers unless we wanted to pay a huge amount of money to get reports.”
Cloud-based communications platform saves money
Early in the decision-making process, Peterson told his CEO and COO that the company would save money by moving to RingCentral. They were all a bit skeptical at first. “If we had hired out to implement what we have with RingCentral, it would have cost hundreds of thousands of dollars and then tens of thousands to keep it running afterwards,” says Peterson. “Now instead of a full-time VoIP engineer managing the system, we have a guy on our help desk who is deploying RingCentral on his own.”