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BACTES, a leading provider of medical record requests for healthcare providers across the US, was facing a significant challenge with its outdated on-premise phone system. The system, which was over a decade old, lacked scalability and many basic features that were critical to their business. This was a significant issue as BACTES provides Release of Information (ROI) services for healthcare facility clients in 40 states, ensuring secure electronic exchange, delivery, and integration of Protected Health Information (PHI). The company needed a solution that could handle the high demands of their operations and comply with federal and state regulations regarding the handling and transmission of PHI.

Motion Recruitment Partners, a leading talent acquisition solution provider, was facing challenges with its legacy on-premise POTS system. The company, which relies heavily on a reliable, high-quality, scalable, and cost-effective phone system, found its existing system to be a hodgepodge of local hardware-based POTS lines connected to the copper network. This system was not scalable, was difficult to integrate, and was becoming burdensome to the IT staff. The company needed a simpler, more manageable, scalable, and reliable system to continue providing a great experience for its clients and to maintain and grow its broad network of relationships, which are critical factors for its success.

Stratejm, a leading cybersecurity firm, was founded on the belief that traditional cybersecurity approaches focusing solely on prevention were unsustainable due to the ever-evolving threat landscape. The company's founder, John Menezes, believed that a more effective strategy would be to concentrate on rapidly detecting and responding to intrusions. He also saw cloud-based security, provided as a subscription service, as significantly more efficient, effective, and cost-beneficial compared to traditional on-premise solutions. However, Menezes understood that a technical solution alone would not guarantee Stratejm’s success. Exceptional customer service was identified as a critical success factor. This required implementing a comprehensive, cloud-based business communications solution for Stratejm’s secure cyber intelligence center—a solution that allows customers to contact Stratejm using their preferred method, including voice, chat, text, email, or video.

Advanced Diabetic Solutions (ADS), a company that provides home delivery of products for diabetics, was preparing to launch Rx Valet, an online service for ordering medications and medical supplies. The company realized that in addition to a robust website, the business was going to need mobile apps and support for mobile messaging as an alternative to email. The company's IT Director, Bob Thompson, noted that when he joined ADS in 2009, the company was still managing its operations using spreadsheets and email. Thompson set to work equipping the business with a more modern set of systems for managing its operations, including desktop software of his own design. However, the launch of Rx Valet presented a new challenge as it would be more of an online business than any of the previous ADS ventures. The company needed a solution that would allow all interactions to take place online.

First Credit Services (FCS), a collection agency primarily serving health clubs, was facing a significant challenge with its call archiving system. The company, with about 300 employees across offices in New Jersey and Mumbai, India, makes collection calls and provides outsourced business services to its clients. The nature of their work necessitates the archiving of call recordings for a couple of years as proof of conversations, particularly in the event of a consumer complaint or lawsuit. However, the volume of calls and the regulatory duration of archiving required a customized solution. FCS was also concerned about the reliability of its previous phone service, which led them to consider switching to RingCentral. While the transition to RingCentral was smooth, FCS was exceeding the limit of call archiving every few days. The company needed a solution that would allow them to retain call recordings for about two years, and potentially longer in case of litigation.

PlanOmatic, a company that serves the real estate industry with photography, floor plans, and interactive home tours, was facing a challenge in effectively communicating with its contract photographers. The company was using email notifications to inform photographers about appointments, but these were often overlooked due to their routine nature. The company needed a more immediate and reliable method of communication to ensure photographers were at the right place at the right time. The challenge was to improve the process of getting photographers to the right locations at the right time, which is crucial for capturing excellent property photos.

Cresa, the world’s largest tenant-based real estate firm, was facing a challenge in supporting its mobile workforce and attracting high-tech clients. The company's business model emphasizes customer service, which means its employees spend 60–70% of their time on the road meeting with customers and doing site tours. The Senior Vice President of Technology at Cresa, David Nuss, aimed to make their data available to them at all times. However, the company's older communication tools were not up to the task. Additionally, Nuss wanted to attract high-tech clients, a rapidly growing market in commercial real estate. He believed that adopting the same platforms that tech companies use would help to dispel the image of Cresa as an 'old, stodgy real estate company'.

Structural Group, a leader in the specialty construction industry, was facing a challenge in supporting its highly collaborative culture and mobile workforce. The company had been using expensive, dedicated circuits for video conferencing and was looking for a way to reduce these costs. The company's CIO, Jason Kasch, had a list of requirements for a unified communications (UC) solution. These included a similar user interface on every platform, a 'single-click' interface to reach anyone, limited or no training requirements, and customizability through an API. The company was also looking for a solution that could integrate with other business software, such as their customized HR system.

John Varvatos, an American contemporary menswear designer brand, faced a significant challenge when it became independent from the apparel and footwear company VF Corp. in 2012. The company's VP and CIO, Lee Goldenberg, saw this as a unique opportunity to completely refresh the company's IT infrastructure. His vision was to create an entirely cloud-based IT environment to support the company's employees in being as productive as possible and to enable them to work from anywhere, on any device, at any time. However, achieving an all-cloud environment was more difficult in 2012 and 2013, when Goldenberg was setting up his infrastructure, than it is today. Another challenge was the company's phone system, which was an old on-prem PBX when he joined the company. The company needed a solution that could support international calling between the John Varvatos main office in New York City, its flagship store in London, and its showroom in Milan.

Hawk Ridge Systems, a leading provider of design, engineering, and manufacturing software, and 3D printing solutions, was facing a challenge in terms of team collaboration. The company, which boasts a large technical support team and a customer base of over 26,000 in North America, was in need of a robust team messaging and collaboration solution. The Operations Manager, Samuel Eakin, had already moved the company's enterprise communications to the cloud and was looking for a solution that could be deployed company-wide. Some members of the organization were using a free version of a collaboration application, which posed a dilemma for the IT team - whether to purchase the paid version for broader deployment. However, this approach had several drawbacks, including cost and lack of integration with the company's voice and web conferencing applications.

Carvana, a fast-growing online used car retailer, was facing a communication challenge. The company's unique business model, which includes home delivery of vehicles and car vending machines, was being hampered by outdated communication practices. Carvana's External Advocates, the employees who deliver cars to customers' homes, were using their personal cell phones to communicate with customers. This led to a situation where post-delivery queries from customers, such as how to register the vehicle or operate its navigation system, were directed to these External Advocates who did not necessarily have the answers. The company needed a solution that would direct these calls to the right place, ensuring that customers received accurate and timely information. Additionally, the company's hardware-based PBX system was not scalable enough to support Carvana's rapid expansion from eight to 33 markets and 40 business locations across the US in just 18 months.

Porch, a data-driven home service company, was facing a significant challenge in managing its sales and service teams' communications. The teams were constantly interacting with customers and prospects, using Salesforce® CRM to track and manage these interactions. However, Porch's initial communication setup involved a physical PBX and a cloud-based call center solution from different vendors. This setup required additional development work to integrate with its CRM software. The fragmented nature of this system was not only inefficient but also costly. Furthermore, the company was looking to improve its customer service by offering services tailored to the needs of its different users, such as contractors and other professionals who heavily rely on their mobile phones for communication.

Yellowfin, a global business intelligence and analytics software vendor, faced a significant challenge in managing its communication infrastructure across its various offices worldwide. Since its inception in 2003, Yellowfin expanded from its Melbourne headquarters to include remote offices in Sydney, Tokyo, Osaka, the UK, and North America. Each of these offices established their own communications infrastructure, resulting in a wide variety of solutions and tools across the organization. The offices’ communications tools were point solutions, meaning that a typical office had separate applications for chat, web meetings, and phone functionality. This fragmented approach to communication was inefficient and complex, leading to a need for a more streamlined and unified solution.

IntelliSurvey, a leading provider of complex online surveys, faced a significant challenge in maintaining efficient communication and collaboration across its globally dispersed workforce. With 75% of its employees located outside its headquarters in Ladera Ranch, CA, the company needed a robust solution to ensure seamless collaboration and responsiveness to its clients. The speed of survey development was a key business differentiator for IntelliSurvey, and the company needed to maintain this edge despite the geographical spread of its workforce. The company's previous on-premises phone system was not sufficient to meet these needs, and a more advanced, integrated solution was required.

ICON Eyecare, a leading surgical and medical eye care provider, was facing a significant challenge in managing its rapidly growing business. With 14 patient care centers and plans to open many more across the Mountain West, the company was struggling with its existing VoIP solution. The company had grown from 100 to 300 employees in three years and was on track to double or triple that number in the next few years. This rapid growth necessitated a scalable communication solution that could keep pace. Additionally, the solution needed to be compliant with HIPAA requirements regarding patient confidentiality. The existing communication platform was not meeting these needs, leading to inefficiencies and potential risks.

The PGA of America, the world's largest working sports organization, was facing a significant challenge with its communication infrastructure. The organization, which promotes the game of golf across the U.S., was relying on an aging, on-premises PBX system for phone services at its headquarters and educational center. Smaller facilities and temporary events, such as tournaments, had to acquire their own phone services from local providers. This fragmented approach was not only inefficient but also lacked redundancy. In the event of a power outage due to a windstorm, the organization would virtually disappear, with callers hearing nothing but dead air. Furthermore, the PGA wanted to bring newer communication functionalities such as video and audio conferencing to more people within the organization. The existing audio conferencing service was too expensive, and there was a need for better communication tools for employees who traveled extensively, which made up approximately 60% of the staff.

Brightway Insurance, a national property/casualty insurance distribution company, was facing several challenges due to its rapid growth and commitment to providing world-class customer service. The company was preparing to invest in a costly call center expansion to support its growing base of agents and customers. Its existing on-premises PBX phone system, designed for small to medium-sized businesses, was no longer sufficient. Brightway needed more sophisticated call center functionality and was considering building a second call center, hiring dozens of new in-house insurance professionals. Additionally, the company suspected that its call center was understaffed, but lacked a sophisticated contact center platform to verify this suspicion.

CMMS Data Group, the creator of MVP Plant, a software that aids maintenance, facilities, reliability, and inventory professionals, faced a significant challenge when Salesforce introduced the Lightning user interface. This new interface promised easier customization of workspaces and a simpler approach to software development for add-on modules. However, it also broke compatibility with many apps and integrations, including those that CMMS Data Group had added to the now 'Salesforce Classic'. This posed a problem as both Salesforce CRM and RingCentral Office® were essential tools for the CMMS sales and service teams. The company was also trying to work through a checklist of important integrations as quickly as possible. The dilemma was further complicated by the fact that the newest features were only available to users of the Lightning version.

Corporate Payroll Services, a company offering comprehensive payroll processing services to over 6,000 small to medium-sized businesses, was facing a few challenges. The company's IT Director, Don Klayman, identified the need for a reliable and functional phone system as a critical component of their disaster recovery plan. The existing phone system was outdated and lacked the reliability and functionality required to provide the level of support they wanted to offer their clients. Additionally, the company was grappling with the high costs associated with maintaining fax capabilities, with fax line costs averaging $1,700 per month. The majority of their customers submitted their payroll data via email, phone, and fax, making it essential to find a more cost-effective solution to handle faxes.

CycleHop, a mid-sized company based in Santa Monica, California, operates bike-sharing operations on behalf of municipalities, universities, and businesses. The company also consults on the creation of these programs. CycleHop's operations span across 15 cities in the US and Canada, requiring constant communication between field operations staff and the central operations center in Tampa. The company faced challenges in coordinating daily activities such as repairing and maintaining bikes, replenishing supplies at transit stations, and responding to customer issues. The company also needed to track its inventory and ensure that bike racks at each transit station were neither empty nor too full. Furthermore, CycleHop had to meet specific contract requirements for cleaning and safety checks in every city it operated in.

Ross Education, a provider of education to medical support personnel, was facing a challenge in streamlining its admissions process. The company was using multiple cloud services for different tasks, including faxing and online meetings, which was not only costly but also complicated the workflow. The greatest need for integration was in the recruiting and admissions department, where staff members needed to be more productive. The company was also transitioning from Salesforce® to CampusNexus, a specialized CRM for education, to manage leads and applications from prospective students. However, CampusNexus had not previously produced an integration with RingCentral, the phone system Ross Education was using.

Auction Technology Group (ATG), a global technology business operating over two continents, was facing challenges with its communication system. The company, which runs both timed online auctions and live webcast auctions, had expanded its operations from the UK into the US and digital technology products. With over 43.5 million bidders viewing their websites, listing more than 7.5 million items, and facilitating £2bn of transactions annually, ATG needed a robust and efficient communication system. The existing solution involved different phone providers on different continents along with additional providers for audio and video conferencing. This fragmented approach was not only inefficient but also costly. Marika Clemow, Director of Operations, realized that the company needed a single, global, cloud-based communications solution that could offer more features and better pricing.

Native Rank, a digital marketing agency, was facing a challenge when an upgrade to their customer relationship management (CRM) software broke its integration with RingCentral phone services. The company, which promises measurable business results to its customers, was in need of a reliable technology solution that could seamlessly integrate with their phone services. The lack of integration was affecting the company's efficiency, as it was unable to automatically dial numbers from customer records or provide comprehensive reporting on phone usage by sales and customer service representatives. The company was also unable to accurately track and monitor employee performance, which was crucial for identifying coaching opportunities.

DAZ Systems, Inc., a global Oracle Platinum Partner, specializes in deploying Oracle ERP applications for enterprise companies across various industries. The company, with 250 employees in the US and 100 in India, faced a significant challenge in its communication infrastructure. The company had three different phone services for its three groups: an outdated PBX-based system at the headquarters, cell phones for consultants, and a separate phone system for the team in Hyderabad, India. Additionally, the company had a video conferencing solution, but its use was limited due to cost. Eric Andresen, VP of Support and Hosting at DAZ, recognized the need for improvements. The PBX was no longer supported, communication between the US and offshore team was limited and costly, and the company lacked a follow-the-sun 800 number. Andresen's plan was to consolidate these disparate systems into a single cloud-based business communications system.

Precise Leads, an internet lead generation platform specializing in insurance leads, was facing a significant challenge in gathering quality data from consumers and delivering these leads promptly to insurance agencies or individual agents. The company's business phone service was outdated, being provided by a managed service provider that was seven versions behind on major releases of the Broadsoft suite of telephony software. This resulted in a lack of visibility into the company's calls, which was a crucial aspect of their business. The company had limited reporting and call recording for outbound calls, but inbound calls were a mystery, making it difficult to handle customer complaints or use these calls for training purposes.

EAH Housing, a nonprofit corporation that develops low-income housing and manages over 100 properties in California and Hawaii, was facing significant challenges with its on-premise phone system. The system was piecemeal, with different offices having different service providers and equipment, leading to a lack of centralization. Many of the on-premise PBX systems were so basic that they didn't include voicemail, leading to missed business opportunities and customer service calls. The system was also not transparent, creating difficulties for admins and IT. Jiano Ma, EAH Housing Vice President IT, had been moving the organization towards an all-cloud IT environment since 2013 and identified the need to include the phone system in this initiative.

Olympia Management, Inc. (OMI) is a company that manages over 90 property complexes across seven states in the southeast. The company was initially using an on-premise PBX for telephone service in its main office, shared with its sister company, Olympia Construction. The 90+ property managers of OMI purchased residential phone service for their offices, each equipped with two lines, one for phone and one for fax. However, the PBX provider was going out of business, and OMI director, Alex Beaver, saw this as a temporary arrangement. He was aware that he could save the company money by consolidating on a single unified communications as a service (UCaaS) solution that could be used company-wide. The challenge was to find a UCaaS system that could integrate with Google, support mobile workers, and provide advanced phone functions at a lower cost.

AimBank, a Texas-based bank with 27 locations across Texas and New Mexico, was facing challenges with its custom-built private branch exchange (PBX) voice over IP (VoIP) telephony system. The system was used for communications between branches and to customers for telephone banking. However, the physical PBX appliances were positioned across different market areas, causing certain locations to be dependent on systems for phone service from other markets. This resulted in a service that was not connected or resilient, leading to frequent disruptions that affected customer service. Additionally, AimBank was paying regular fees to multiple carriers servicing different towns. The bank also lacked a unified messaging or video conferencing system, with individual users communicating over Skype, which was inefficient and disconnected from other workflow tools like the telephony system.

John Varvatos Enterprises, a luxury fashion brand, was struggling with its legacy phone system that had become a complex mix of phone lines from multiple carriers. As the company grew, the phone system failed to scale along with it, becoming increasingly expensive and difficult to manage. Employees often experienced dropped calls and had difficulty finding coworkers’ numbers. The helpdesk spent most of its time addressing phone-related issues, and HR would spend more than two hours installing phones for each new hire. The legacy system’s lack of functionality in terms of call routing, conference calling, consolidated phone directory, mobile support, and solution integration was impeding communication. Within the office, users would spend, on average, 10 to 15 minutes each day searching for coworkers’ numbers. Wholesale sales teams also experienced difficulty manually managing customer contact information.

Handy, a platform that connects individuals with pre-screened independent service professionals for household services, faced a significant challenge in efficiently connecting home and apartment dwellers with verified home service professionals. The traditional process of finding a housecleaner or handyman was often tedious and time-consuming, involving getting a list of providers from friends or online services, making phone calls, conducting reference checks, and finally scheduling an appointment. The process was not only inconvenient for customers but also for the professionals who had to advertise and market their services.