RingCentral > Case Studies > NakedWines.com Enhances Customer Service with RingCentral Live Reports

NakedWines.com Enhances Customer Service with RingCentral Live Reports

Technology Category

Application Infrastructure & Middleware - Data Exchange & Integration
Application Infrastructure & Middleware - Middleware, SDKs & Libraries

Applicable Industries

Buildings
Telecommunications

Applicable Functions

Human Resources
Procurement

Use Cases

Personnel Tracking & Monitoring
Traffic Monitoring

Services

System Integration

About The Customer

NakedWines.com is a customer-funded wine business founded in 2008 and headquartered in Norwich, England. The company has a unique business model where its customers, referred to as Angels, directly support independent winemakers in return for exclusive access to delicious handcrafted wines at competitive prices. As investors as well as customers, Angels expect prompt service when they call with a question or need help with their order. The company has 200 employees worldwide and has an office in Napa, California, in addition to its headquarters in England. NakedWines.com has been a RingCentral Office customer since 2010.

The Challenge

NakedWines.com, a customer-funded wine business, was facing challenges in managing its growing, worldwide operation. The company, which has a unique business model where customers (referred to as Angels) directly support independent winemakers in return for exclusive access to handcrafted wines, needed to ensure prompt and efficient service to its customers. The challenge was to effectively manage the customer calls, categorize their inquiries, and direct them to the appropriate queue for handling. The company also needed to monitor call queues in real-time and adjust staffing accordingly to prevent customers from being left on hold. The company had been a RingCentral Office customer since 2010, which allowed it to establish a common phone system that worked in both its Norwich, England and Napa, California locations. However, as the company grew, it needed to get more ambitious about its use of RingCentral services.

The Solution

To address these challenges, NakedWines.com took full advantage of the RingCentral platform, including custom click-to-call integration with the API and real-time monitoring of call queues using the new RingCentral Live Reports. The company designed phone queues with a voice menu that encouraged callers to categorize their type of inquiry, allowing them to direct calls to a specific queue where they could best handle the inquiry. NakedWines.com also became one of the first to do a custom integration with the RingCentral APIs, which allowed them to initiate calls directly, making it easier for their team to call customers and reducing misdials. Furthermore, the company served as a beta tester for the new Live Reports feature of RingCentral Office, which provided real-time data on the performance of call queues. This allowed them to rebalance staff members assigned to the four queues or pull in additional staff if necessary, ensuring they had the right number of staff available to service their customers.

Operational Impact

The implementation of RingCentral's solutions has significantly improved NakedWines.com's customer service operations. The custom click-to-call integration with the API has made it easier for the team to call customers and has reduced misdials. The real-time monitoring of call queues using RingCentral Live Reports has allowed the company to effectively manage call traffic, rebalance staff members assigned to different queues, and pull in additional staff if necessary. This has ensured that customers are not left hanging on hold. The Live Reports feature has also enabled the company to spot emerging patterns in the call traffic and proactively plan staffing based on these patterns and call volume forecasts. Overall, the use of RingCentral's solutions has helped NakedWines.com to provide better service to its customers.