Case Study
Seamlessly integrate RingCentral with Salesforce to streamline support and boost efficiency.
Unlock the potential of seamless support integration for improved efficiency and operational excellence.
engagement type
Estimated Project
product
Service Cloud
industry
Manufacturing
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MIURA is a leading global boiler manufacturer known for innovative, efficient designs and commitment to environmental protection, with LOW NOx boilers meeting stringent emission regulations.
Overview
- Key Challenges: Disconnected systems led to manual call logging, data issues, and inconsistent telephony use.
- Key Solutions: Integrated RingCentral with Salesforce, automated call logging, and improved activity tracking for accurate data handling.
- Key Results: Enhanced operational efficiency, improved data accuracy, and increased user adoption.
challenges
- Disconnected Systems: RingCentral was used without Salesforce integration, resulting in extensive manual call logging, inefficient data management, and process inaccuracies.
- Missing Contact Information: Calls lacked customer details, making it difficult to track and respond, impacting customer service and support.
- Inconsistent Telephony Use: Without full system integration, employees relied on varied telephony solutions, causing inconsistent processes and reduced CTI system adoption.
Solutions
- RingCentral Configuration: Set up incoming and outgoing lines, voicemail, and call redirection to streamline their manufacturing support team’s call handling.
- Salesforce Integration: Integrated RingCentral with Salesforce for automated call logging and contact creation. Developed custom pages for seamless activity logging and automatic contact tagging.
- Automation and Reporting: Automated activities for calls, voicemails, and tasks within Salesforce. Created detailed reports and dashboards to track call volumes, activity logs, and representative performance.
Impact
- Increased Efficiency: Reduced manual tasks, enhancing team productivity and speeding up resolution times.
- Enhanced Management: Comprehensive oversight with detailed reports and dashboards, improving tracking and management of activities.
- Improved Data Accuracy and Efficiency: Integration minimized errors and ensured reliable data handling.
- Improved System Adoption: The streamlined, user-friendly process increased RingCentral adoption, enhancing communication and consistency across operations.