RingCentral Case Studies RingCentral Delivers Customized Reports for SKS Bottle & Packaging

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	RingCentral Delivers Customized Reports for SKS Bottle & Packaging RingCentral

RingCentral Delivers Customized Reports for SKS Bottle & Packaging

RingCentral

Technology Category	Application Infrastructure & Middleware - Data Exchange & Integration Application Infrastructure & Middleware - Middleware, SDKs & Libraries
Applicable Industries	Packaging Retail
Applicable Functions	Product Research & Development Sales & Marketing
Use Cases	Intelligent Packaging Mass Customization
Services	System Integration
Challenge	SKS Bottle & Packaging, a company that supplies a wide variety of containers to both small businesses and large Fortune 500 companies, was facing challenges with its on-premise PBX hardware. The company's website is a major sales channel, but phone service and support are also crucial to its operations. The old PBX system was logistically difficult to manage, especially when a phone extension needed to be moved to a different location, which required rewiring the building. As the business grew, managing the complex network of phone cables became increasingly burdensome. Additionally, the call statistics with the old system were inadequate due to consistently dropped calls and poor reporting. The company needed a more flexible solution with better reporting capabilities and tighter integration with the custom software SKS uses to run its business. Read More
About Customer	SKS Bottle & Packaging is a medium-sized company with about 110 employees, founded in 1986 and headquartered in Watervliet, New York. The company supplies a wide variety of glass, plastic, and metal containers, as well as caps and closures to small businesses and large Fortune 500 companies alike. It provides personal care, cosmetics, perfume, salon and spa, food and beverage, medicinal, and household chemical product packaging to high-volume clients and small businesses. SKS also helps smaller businesses by repackaging the products it distributes into kits for low-volume businesses, offered at wholesale prices. Read More
Solution	SKS switched to RingCentral’s cloud-based phone service in search of more flexibility, better reporting, and tighter integration with its custom software. With the RingCentral Platform APIs, SKS was able to improve the responsiveness of its service and support operation and better monitor the performance of service team members. The company developed two integrations with RingCentral APIs. The first uses caller ID to look up customer records for incoming calls. The second, still under development, will deliver customized reports for sales and service managers. Both were programmed in PHP and integrated with the company’s homegrown system for managing customer, order, inventory, and shipping data. The custom reports will mimic RingCentral’s formatting and styling, but will be presented in the context of SKS’s own systems for managing its business. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - Data Exchange & Integration

Application Infrastructure & Middleware - Middleware, SDKs & Libraries

Applicable Industries

Packaging

Retail

Applicable Functions

Product Research & Development

Sales & Marketing

Use Cases

Intelligent Packaging

Mass Customization

Services

System Integration

Challenge

SKS Bottle & Packaging, a company that supplies a wide variety of containers to both small businesses and large Fortune 500 companies, was facing challenges with its on-premise PBX hardware. The company's website is a major sales channel, but phone service and support are also crucial to its operations. The old PBX system was logistically difficult to manage, especially when a phone extension needed to be moved to a different location, which required rewiring the building. As the business grew, managing the complex network of phone cables became increasingly burdensome. Additionally, the call statistics with the old system were inadequate due to consistently dropped calls and poor reporting. The company needed a more flexible solution with better reporting capabilities and tighter integration with the custom software SKS uses to run its business.

About Customer

SKS Bottle & Packaging is a medium-sized company with about 110 employees, founded in 1986 and headquartered in Watervliet, New York. The company supplies a wide variety of glass, plastic, and metal containers, as well as caps and closures to small businesses and large Fortune 500 companies alike. It provides personal care, cosmetics, perfume, salon and spa, food and beverage, medicinal, and household chemical product packaging to high-volume clients and small businesses. SKS also helps smaller businesses by repackaging the products it distributes into kits for low-volume businesses, offered at wholesale prices.

Solution

SKS switched to RingCentral’s cloud-based phone service in search of more flexibility, better reporting, and tighter integration with its custom software. With the RingCentral Platform APIs, SKS was able to improve the responsiveness of its service and support operation and better monitor the performance of service team members. The company developed two integrations with RingCentral APIs. The first uses caller ID to look up customer records for incoming calls. The second, still under development, will deliver customized reports for sales and service managers. Both were programmed in PHP and integrated with the company’s homegrown system for managing customer, order, inventory, and shipping data. The custom reports will mimic RingCentral’s formatting and styling, but will be presented in the context of SKS’s own systems for managing its business.

Impact #1	The switch to RingCentral’s cloud-based phone service has made managing phone extensions easier for SKS. Phones can now be plugged into any internet connection, with extensions reassigned as needed through a web-based control panel. The automated lookup of customer records by caller ID has improved the efficiency of service representatives, saving them a few minutes per call. The custom call reports currently under development will be used as a measure of worker productivity to ensure everyone is doing their job. Managers will also be able to look up which representative spoke to a customer and retrieve a call recording if necessary. The customization gives service and sales managers the exact information they need, in the format most meaningful to them.

Impact #1

The switch to RingCentral’s cloud-based phone service has made managing phone extensions easier for SKS. Phones can now be plugged into any internet connection, with extensions reassigned as needed through a web-based control panel. The automated lookup of customer records by caller ID has improved the efficiency of service representatives, saving them a few minutes per call. The custom call reports currently under development will be used as a measure of worker productivity to ensure everyone is doing their job. Managers will also be able to look up which representative spoke to a customer and retrieve a call recording if necessary. The customization gives service and sales managers the exact information they need, in the format most meaningful to them.

Benefit #1	Automated lookup of customer records by caller ID saves service representatives a few minutes per call.
Benefit #2	The company now has 51 extensions, of which about 12–15 are dedicated to customer service.
Benefit #3	The switch to RingCentral's cloud-based phone service eliminated the need for physical rewiring when moving phone extensions.

Benefit #1

Automated lookup of customer records by caller ID saves service representatives a few minutes per call.

Benefit #2

The company now has 51 extensions, of which about 12–15 are dedicated to customer service.

Benefit #3

The switch to RingCentral's cloud-based phone service eliminated the need for physical rewiring when moving phone extensions.

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Overview

RingCentral Delivers Customized Reports for SKS Bottle & Packaging

Operational Impact

Quantitative Benefit