The Littleton Group Enhances Communication Efficiency with RingCentral
Technology Category
- Robots - Wheeled Robots
Applicable Industries
- Buildings
- Telecommunications
Use Cases
- Inventory Management
- Usage-Based Insurance
Services
- System Integration
About The Customer
The Littleton Group, founded in 1979, is a leading provider of insurance claims administration, third party administration, catastrophe, and litigation management services. The company has 125 employees spread across 24 locations throughout Texas and New Mexico. The Littleton Group assists its clients by providing customized insurance claims administration and litigation management programs. Services provided by The Littleton Group also include third party administration, catastrophe services and the Captive Healthcare Program. The company prioritizes its clients' customers and strives to respond to all claims calls.
The Challenge
The Littleton Group, a leading provider of insurance claims administration and litigation management services, was facing significant challenges with its previous phone solution. The company, with 125 employees spread across 24 locations in Texas and New Mexico, was heavily dependent on their service provider for any changes to the phone system. This included changing after-hours and out-of-office automated voice messages. On several occasions, the helpdesk ticket failed to process properly, leading to incorrect routing to the automated greeting. This forced the IT Director, James Grayson, to work on holidays to fix the issue. Any downtime or incorrect routing could potentially lead to a customer's call going unanswered, which was unacceptable for the company.
The Solution
The Littleton Group switched to RingCentral, a cloud-based phone system that offered practical features for all employees, regardless of their location. The most useful feature was the ability to record phone calls to obtain statements needed for insurance claims. Unlike their previous service, which recorded all calls, RingCentral offered on-demand recording, making it easier to find specific statements. The RingCentral mobile app was another key feature, allowing employees to work remotely and providing Grayson the ability to provide tech support from anywhere. The transition to RingCentral was smooth, with existing phones at all locations simply re-provisioned, leading to minimal downtime. The new system empowered employees with the freedom and flexibility to customize their own settings, reducing the need for remote tech support.
Operational Impact
Quantitative Benefit
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