RingCentral > Case Studies > Open Mortgage LLC Enhances Customer Experience with RingCentral

Open Mortgage LLC Enhances Customer Experience with RingCentral

Applicable Industries

Telecommunications

Applicable Functions

Product Research & Development
Sales & Marketing

Use Cases

Time Sensitive Networking

Services

Cloud Planning, Design & Implementation Services
System Integration

About The Customer

Open Mortgage LLC is a mortgage loan originator that operates nationwide. Founded in 2003, the company has over 120 employees and is headquartered in Austin, Texas. Open Mortgage LLC provides expertise in home loans, refinancing, and reverse mortgages. The company is committed to process innovation and exceptional customer service, helping people across America fulfill their dreams of home ownership. Open Mortgage LLC works with clients at all stages of life, from young people to seniors, and therefore requires a flexible and reliable communications system to cater to its diverse clientele.

The Challenge

Open Mortgage LLC, a nationwide mortgage loan originator, was facing a significant challenge with its legacy, open-source VoIP software. The system was single server-based, meaning all calls, nationwide, had to travel back to one location. This created a single point of failure, which could potentially disrupt the company's operations if the server went down. The company's IT manager, Scott Evans, was not comfortable with this risk. Furthermore, the company was using separate systems for phone, email, and fax communications, which was not efficient. Open Mortgage LLC needed a modern, integrated communications system that could provide flexibility and reliability to cater to its diverse clientele.

The Solution

Scott Evans decided to replace the old system with a modern approach that integrates as much functionality as possible into one overall communications system. He had already deployed Google Cloud because of its robust, redundant, and easy-to-use cloud-based ecosystem. When he discovered that RingCentral is part of the “Recommended for G Suite” program, and that it offers advanced, business-class functionality, he was convinced. He chose RingCentral for Google for its ability to work seamlessly with the company’s G Suite. With RingCentral, employees are not tied to desk phones waiting for faxes or callbacks. They can be in touch with their clients whether they are at home with a sick child or on the road. They can even hold meetings on their smartphones.

Operational Impact

The implementation of RingCentral has significantly improved the workflow at Open Mortgage LLC. For instance, employees can now dial a phone number directly from an email with just one click, saving time and making quick callbacks more likely. Setting up meetings has also become more efficient. Furthermore, employees are no longer tied to their desk phones. They can communicate with their clients from anywhere, using a headset and a laptop, or a smartphone. This flexibility has enhanced the company's customer service, as employees can now respond to clients' needs more promptly and effectively. The new system has also eliminated the single point of failure that was a concern with the previous system, thereby improving the reliability of the company's communications.