Technology Category
- Application Infrastructure & Middleware - Data Exchange & Integration
- Application Infrastructure & Middleware - Middleware, SDKs & Libraries
Applicable Industries
- Packaging
- Retail
Applicable Functions
- Product Research & Development
- Sales & Marketing
Use Cases
- Intelligent Packaging
- Mass Customization
Services
- System Integration
About The Customer
SKS Bottle & Packaging is a medium-sized company with about 110 employees, founded in 1986 and headquartered in Watervliet, New York. The company supplies a wide variety of glass, plastic, and metal containers, as well as caps and closures to small businesses and large Fortune 500 companies alike. It provides personal care, cosmetics, perfume, salon and spa, food and beverage, medicinal, and household chemical product packaging to high-volume clients and small businesses. SKS also helps smaller businesses by repackaging the products it distributes into kits for low-volume businesses, offered at wholesale prices.
The Challenge
SKS Bottle & Packaging, a company that supplies a wide variety of containers to both small businesses and large Fortune 500 companies, was facing challenges with its on-premise PBX hardware. The company's website is a major sales channel, but phone service and support are also crucial to its operations. The old PBX system was logistically difficult to manage, especially when a phone extension needed to be moved to a different location, which required rewiring the building. As the business grew, managing the complex network of phone cables became increasingly burdensome. Additionally, the call statistics with the old system were inadequate due to consistently dropped calls and poor reporting. The company needed a more flexible solution with better reporting capabilities and tighter integration with the custom software SKS uses to run its business.
The Solution
SKS switched to RingCentral’s cloud-based phone service in search of more flexibility, better reporting, and tighter integration with its custom software. With the RingCentral Platform APIs, SKS was able to improve the responsiveness of its service and support operation and better monitor the performance of service team members. The company developed two integrations with RingCentral APIs. The first uses caller ID to look up customer records for incoming calls. The second, still under development, will deliver customized reports for sales and service managers. Both were programmed in PHP and integrated with the company’s homegrown system for managing customer, order, inventory, and shipping data. The custom reports will mimic RingCentral’s formatting and styling, but will be presented in the context of SKS’s own systems for managing its business.
Operational Impact
Quantitative Benefit
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