On October 28, 2021 RingCentral, Inc. (NYSE: RNG), a leading provider of global enterprise cloud communications, video meetings, collaboration, and contact center solutions, reported that Susan G Komen, the world’s leading breast cancer organization, has turned to RingCentral MVP (Message Video Phone) to drive business communications across its entire operations (Press release, Susan G Komen, OCT 28, 2021, View Source [SID1234592161]). Since implementing RingCentral, Susan G. Komen has shifted its workforce to be fully remote, enabling employees to work from anywhere. The company has also ceased outsourcing its call center by deploying RingCentral Contact Center, bringing their helpline in-house. With these combined savings, the non profit organization is able to become more operationally efficient and dedicate more funds in support of its mission programming, such as advocacy, research, patient care, and support.
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Susan G. Komen has invested more than $3 billion in groundbreaking research, community health outreach, advocacy, and programs in more than 60 countries since its founding in 1982, which is funded by donations from organizations and individuals—many of them pledged over the phone. For that reason, the nonprofit organization needed a more reliable communications solution as its previous on-premise communications system caused frequent outages, which meant a loss of potential donor funding. Additionally, the lack of mobility from their previous phone system prevented them from being able to implement a fully remote workforce.
"RingCentral gives us so much mobility and freedom. If I’m on a call or a RingCentral Video meeting on my laptop, and I need to run an errand, I can just switch the call to my mobile phone and head out. It’s fantastic for keeping us all productive and connected without tying us to our desks—or tying us anywhere for that matter," said Carlos Soto, hosted system administrator for Susan G. Komen. "The best part of being able to go 100% remote is that we can better invest that money into furthering our fight against breast cancer. I’ve never seen a more win-win situation for our organization."
Upon rolling out RingCentral Contact Center as its new customer support solution, support teams are improving many aspects of Komen’s operations and are now able to offer an elevated level of service. For example, Komen now has the capability to escalate a call with RingCentral’s three-way functionality to dial in a supervisor or emergency services if a patient exhibits the potential for self-harm. Having this solution in place for higher intensity calls brings their team confidence and peace of mind. To further assist the Helpline Specialists’ daily operations, the organization is using RingCentral’s out of the box integration with Salesforce. The integration enables its agents to easily take notes during a call and not have to re-enter the data. Those notes go straight into that caller’s Salesforce profile, where the next agent can see them, offering continuity and a more personalized level of service for future calls.
"It is so humbling and inspiring to see organizations like Susan G. Komen change the world for the better using our solutions," said Faiza Hughell, chief customer officer for RingCentral. "Empowering teams to keep doing the great work they do is our ultimate goal. Yes, the integrations we’ve built into our tools make things more efficient for support agents. However, they’ve let us know that the best part about capabilities like these is that for a person going through something as challenging as breast cancer, not having to retell their story each time makes for a much more comfortable experience."