RingCentral > Case Studies > Stratejm's Transformation: Enhancing Cybersecurity with IoT and Exceptional Customer Service

Stratejm's Transformation: Enhancing Cybersecurity with IoT and Exceptional Customer Service

Technology Category

Infrastructure as a Service (IaaS) - Cloud Databases

Applicable Industries

National Security & Defense
Telecommunications

Applicable Functions

Maintenance
Sales & Marketing

Use Cases

Cybersecurity
Intrusion Detection Systems

Services

Cybersecurity Services
System Integration

About The Customer

Stratejm is a recognized industry leader in cyber and data security that has developed and launched Canada’s first cybersecurity as a service platform. The company was founded in 2013 by John Menezes, who had previously run a managed security service for eight years. Stratejm is headquartered in Mississauga, Ontario, Canada, and has a team of 21 employees. The company's solution provides full visibility across all logged IT assets, with a major emphasis on early detection and rapid response. It is quickly implemented, is a turnkey solution, and has proven to be very effective for a wide range of customer situations.

The Challenge

Stratejm, a leading cybersecurity firm, was founded on the belief that traditional cybersecurity approaches focusing solely on prevention were unsustainable due to the ever-evolving threat landscape. The company's founder, John Menezes, believed that a more effective strategy would be to concentrate on rapidly detecting and responding to intrusions. He also saw cloud-based security, provided as a subscription service, as significantly more efficient, effective, and cost-beneficial compared to traditional on-premise solutions. However, Menezes understood that a technical solution alone would not guarantee Stratejm’s success. Exceptional customer service was identified as a critical success factor. This required implementing a comprehensive, cloud-based business communications solution for Stratejm’s secure cyber intelligence center—a solution that allows customers to contact Stratejm using their preferred method, including voice, chat, text, email, or video.

The Solution

Menezes was not interested in installing a traditional PBX system in his office. As he researched cloud-based communications systems, colleagues suggested he look at RingCentral. He found that RingCentral offered all the capabilities he required and more. Menezes signed up with RingCentral, which turned out to be a simple process and has worked out very well. He also discovered that RingCentral offers open APIs and a mobile app that allows users to integrate RingCentral and all its capabilities directly into frequently used business applications, including ServiceNow and Office 365, both of which Stratejm uses. These integrations have provided Stratejm’s customer service representatives with single-screen functionality and even greater ease of use, enabling them to record the details of every customer interaction accurately and address customer issues more quickly. This solution eliminated the need for Stratejm to buy, install, and maintain various pieces of hardware and software and hire staff to manage and maintain it.

Operational Impact

The implementation of RingCentral has significantly improved Stratejm's operational efficiency. The cloud-based communication system has not only eliminated the need for a traditional PBX system but also integrated seamlessly with frequently used business applications, enhancing the ease of use for customer service representatives. This has enabled them to record the details of every customer interaction accurately and address customer issues more quickly. The single-screen functionality has streamlined the communication process, leading to improved customer service. Furthermore, the system's flexibility allows customers to contact Stratejm using their preferred method, enhancing customer satisfaction and engagement.

Quantitative Benefit