Carvana, a fast-growing online used car retailer, was facing a communication challenge. The company's unique business model, which includes home delivery of vehicles and car vending machines, was being hampered by outdated communication practices. Carvana's External Advocates, the employees who deliver cars to customers' homes, were using their personal cell phones to communicate with customers. This led to a situation where post-delivery queries from customers, such as how to register the vehicle or operate its navigation system, were directed to these External Advocates who did not necessarily have the answers. The company needed a solution that would direct these calls to the right place, ensuring that customers received accurate and timely information. Additionally, the company's hardware-based PBX system was not scalable enough to support Carvana's rapid expansion from eight to 33 markets and 40 business locations across the US in just 18 months.

Hott Solutions, a consulting firm specializing in Yardi property management software for real estate companies, was facing a challenge with its enterprise VoIP phone system. The system had reached its end of life, and the company was in need of a replacement. Hott Solutions wanted more than just a VoIP solution. They were looking for a system that could integrate with their customer support platform, Salesforce's Desk.com, to streamline their help desk operations. The company provides comprehensive Yardi help desk services to real estate companies ranging from 50 to 3,000 employees, and the need for an efficient, integrated solution was paramount.

John Varvatos Enterprises, a luxury fashion brand, was struggling with its legacy phone system that had become a complex mix of phone lines from multiple carriers. As the company grew, the phone system failed to scale along with it, becoming increasingly expensive and difficult to manage. Employees often experienced dropped calls and had difficulty finding coworkers’ numbers. The helpdesk spent most of its time addressing phone-related issues, and HR would spend more than two hours installing phones for each new hire. The legacy system’s lack of functionality in terms of call routing, conference calling, consolidated phone directory, mobile support, and solution integration was impeding communication. Within the office, users would spend, on average, 10 to 15 minutes each day searching for coworkers’ numbers. Wholesale sales teams also experienced difficulty manually managing customer contact information.

SEA Media, a social media marketing firm, was on the brink of a significant growth phase in mid-2015. The CEO, Sara Moore, was keen on positioning the company for this growth and ensuring it could handle the influx of business. However, she found herself micromanaging too much, a practice she realized would soon become unsustainable. The company needed a solution that would keep all team members, who were distributed across various locations, in close communication and aware of each other's tasks. The firm also needed to make its processes more disciplined to ensure all tasks were completed without fail, and the quality of work remained impressive to clients. Before choosing RingCentral Glip, Moore considered several other team messaging and collaboration tools.

Structural Group, a leader in the specialty construction industry, was facing a challenge in supporting its highly collaborative culture and mobile workforce. The company had been using expensive, dedicated circuits for video conferencing and was looking for a way to reduce these costs. The company's CIO, Jason Kasch, had a list of requirements for a unified communications (UC) solution. These included a similar user interface on every platform, a 'single-click' interface to reach anyone, limited or no training requirements, and customizability through an API. The company was also looking for a solution that could integrate with other business software, such as their customized HR system.

Hawk Ridge Systems, a leading provider of design, engineering, and manufacturing software, and 3D printing solutions, was facing a challenge in terms of team collaboration. The company, which boasts a large technical support team and a customer base of over 26,000 in North America, was in need of a robust team messaging and collaboration solution. The Operations Manager, Samuel Eakin, had already moved the company's enterprise communications to the cloud and was looking for a solution that could be deployed company-wide. Some members of the organization were using a free version of a collaboration application, which posed a dilemma for the IT team - whether to purchase the paid version for broader deployment. However, this approach had several drawbacks, including cost and lack of integration with the company's voice and web conferencing applications.

Brightway Insurance, a national property/casualty insurance distribution company, was facing several challenges due to its rapid growth and commitment to providing world-class customer service. The company was preparing to invest in a costly call center expansion to support its growing base of agents and customers. Its existing on-premises PBX phone system, designed for small to medium-sized businesses, was no longer sufficient. Brightway needed more sophisticated call center functionality and was considering building a second call center, hiring dozens of new in-house insurance professionals. Additionally, the company suspected that its call center was understaffed, but lacked a sophisticated contact center platform to verify this suspicion.

Luxury Brand Partners, a company that owns a portfolio of luxury beauty brands, was facing significant challenges with its previous communication service. The service was not only expensive but also failed to meet the company's growing needs. As the company was preparing to open offices in Miami, it was crucial to find a more efficient and cost-effective communication solution that could cater to their current needs and scale with their growth. The company also needed a solution that could seamlessly integrate communications for its bi-coastal employees, including more than 30 remote employees, and provide more capabilities than their previous provider.

Bonfire Labs, a creative content agency based in San Francisco, was facing significant challenges with its existing Toshiba PBX system. The system required frequent maintenance, which could only be performed by external technicians. This not only led to high costs, with simple tasks such as moving a phone from one desk to another costing up to $500, but also resulted in scheduling difficulties. The need to make appointments far in advance for system upkeep was a significant inconvenience for the company. Furthermore, the company was limited to only two conference lines, which led to issues with client meetings running over and people joining the wrong calls. This was affecting the company's professional reputation and its ability to communicate effectively with clients.

Simply Hired, an online job search engine, was facing significant challenges with its existing Digim PBX PRI phone system. The hardware system was outdated, lacked crucial features, and required external technicians for even the simplest changes. The servicing process was time-consuming, often taking up to two days, and the system's reliability was questionable. The final straw came when Digim failed to notify Simply Hired about changes to its phone numbers, resulting in a three-day office shutdown. The company realized the need for a more reliable, flexible, and modern phone system that wouldn't fail them at critical times.

Dynasplint Systems, Incorporated, a company specializing in the design, manufacture, and sale of dynamic splints for range of motion rehabilitation, was facing significant challenges with its legacy on-premise hardware. The company was heavily reliant on this hardware and maintenance engineering support, which was not only expensive but also required frequent updates. This necessitated constant configuration and management support from external technicians, leading to increased costs and operational inefficiencies. The system was also problematic from an IT perspective as it required extensive training, a secure and physical space in an office location, and was not reliable. Furthermore, Dynasplint, with its four divisional offices and a majority of employees working remotely, needed a solution that could cater to the needs of all its employees, irrespective of their location.

World Vision, a global humanitarian organization, was grappling with the challenge of managing and maintaining an outdated 20-year-old PBX system. The system was not only expensive to manage but also involved nine separate phone systems and six different telecom providers for their 12 locations. The complexity of the system often necessitated the hiring of skilled technicians to manage the PBXs, which added to the cost. The organization was keen on reducing the risk posed by these old systems and cutting down costs. The need for a more efficient, cost-effective, and integrated phone system was evident.

ICON Eyecare, a leading surgical and medical eye care provider, was facing a significant challenge in managing its rapidly growing business. With 14 patient care centers and plans to open many more across the Mountain West, the company was struggling with its existing VoIP solution. The company had grown from 100 to 300 employees in three years and was on track to double or triple that number in the next few years. This rapid growth necessitated a scalable communication solution that could keep pace. Additionally, the solution needed to be compliant with HIPAA requirements regarding patient confidentiality. The existing communication platform was not meeting these needs, leading to inefficiencies and potential risks.

Tenthwave, a full-service digital agency, was grappling with the challenge of managing multiple phone systems across its various offices. The company had a Nortel hardwire PBX, a self-managed Asterisk server, and Vonage, while its remote employees used their personal cell phones. As the company expanded, the need to add more staff to the system led to increased competition for resources. Tenthwave heavily relied on telephone communication for customer interaction, with conference calling being a crucial business tool. However, the company was paying $50 per conference line per month, and the number of lines purchased was limited, necessitating its own management process. The company was using multiple technologies for voice conferencing, leading to confusion and inefficiency.

Jackson Hewitt Tax Services, the second largest tax preparation provider in the world, faced a unique challenge in managing its 82 franchise locations in Texas, Tennessee, and Oklahoma. The franchise, owned by Jim Springfield since 2012, consists of 450 employees dispersed among 42 storefronts and 40 locations inside Walmart and Sears stores. The outlets operate according to seasonal demand and are only open between January and April, a schedule that presents unique IT challenges for the franchise. Setting up a PBX phone system at each branch would have been expensive, difficult to set up, and tough for Springfield’s IT team to manage. The franchise needed a solution that would ensure seamless connectivity between their employees and customers, especially given the high volume of calls leading up to April 15.

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.

Dessange International Inc., a leading international hair salon brand, was struggling with a complex, on-premise PBX phone system. The senior director of IT, Linda Halbruner, found herself wasting hours each week managing the convoluted system or relying on expensive technicians for simple tasks such as changing the time, creating new extensions, or forwarding calls when a receptionist was on leave. The challenge was even more significant as these tasks had to be performed for 10 different locations. Additionally, the PBX system occupied a significant amount of space in the IT closet and required constant maintenance.

Lyft, a peer-to-peer on-demand ridesharing service based in San Francisco, was facing challenges in facilitating a high-quality driver onboarding and telephone support system. The system needed to be easy to set up and scalable to accommodate business expansion and team growth. Adam Fishman, director of Growth and Operations at Lyft, had experienced the difficulties of managing a decentralized operations team with everyone using their personal cell phones for business communication. Issues such as missed calls, inability to route calls on the fly, and lack of visibility on who was available to take a call were prevalent. As Lyft's local ridesharing model grew, the team needed to improve their driver screening and onboarding process. Effective lead process management was identified as a key requirement, and a scalable phone system was needed to facilitate this.

Rokstar Events, a premier event solutions company, was facing a challenge in managing its growing business while ensuring efficient communication. The CEO, Brandon Padula, who is also a full-time student at Drexel University, needed to automate as much as possible to juggle his dual roles. He wanted a solution that would work seamlessly with his iPhone, allowing him to manage his business on the go. The company was also dealing with the challenge of efficiently managing incoming calls and distributing leads among event managers. Furthermore, Padula wanted to track missed calls, voicemails, and customer contacts through integration with his custom-built customer management system.

Smart Warehousing, a warehousing and fulfillment services company, was facing a significant challenge in terms of communication. The company, with 25 locations across the U.S. and Canada, lacked a unified phone system. Many employees, particularly those working in the warehouses, did not have access to desk phones and had to rely solely on company-issued cell phones. The company's headquarters and its second-largest location had VoIP and an on-premise PBX, but these systems lacked practical features and were unable to easily connect to other locations. This lack of a unified communication system was causing inefficiencies and difficulties in connecting with both customers and colleagues.

Kapost, a content marketing software company, was facing significant challenges with its communication system. As the company grew and acquired customers globally, the inconsistency in their phone service became a major issue, particularly for the sales and support teams. The existing phone system was unreliable, leading to frequent dropped calls, which was initially suspected to be a network issue. This unreliable communication system was not only affecting the company's operations but also its growth. The company was also using a third-party service for conferencing, which was restrictive as it did not allow for international calls and had inconsistent and non-private dial-in lines.

Dispute Nation, a fast-growing consumer advocacy organization, helps people across the US improve their credit scores by identifying errors in their credit reports and advocating for their removal. Despite its success, the company faced significant challenges due to the rapid growth in demand for its services. The nature of their work required frequent communication with clients, credit bureaus, team members, and new prospects through various channels such as phone calls, SMS texts, chats, and faxes. Moreover, the high stakes for their clients necessitated constant accessibility, regardless of location. The traditional phone infrastructure was inadequate to meet these demands, and the company needed a more efficient and flexible communication solution.

Guardant Health, a leading precision oncology company, was facing significant challenges with its previous call center solution. The company's client services team, consisting of over 50 agents, was experiencing frequent call drops and poor call quality, which was noticed by both agents and clients. The system's reports were unreliable, making it difficult to determine whether an agent was underperforming or if the issue was with the phone system itself. The call center provider and phone vendor were unresponsive to support requests, adding to the frustration. The unreliable phone system was a major concern as the client services team often received calls from patients or their care teams inquiring about test results. These calls were critical and could not be entrusted to an unreliable phone system.

Auction Technology Group (ATG), a global technology business operating over two continents, was facing challenges with its communication system. The company, which runs both timed online auctions and live webcast auctions, had expanded its operations from the UK into the US and digital technology products. With over 43.5 million bidders viewing their websites, listing more than 7.5 million items, and facilitating £2bn of transactions annually, ATG needed a robust and efficient communication system. The existing solution involved different phone providers on different continents along with additional providers for audio and video conferencing. This fragmented approach was not only inefficient but also costly. Marika Clemow, Director of Operations, realized that the company needed a single, global, cloud-based communications solution that could offer more features and better pricing.

Native Rank, a digital marketing agency, was facing a challenge when an upgrade to their customer relationship management (CRM) software broke its integration with RingCentral phone services. The company, which promises measurable business results to its customers, was in need of a reliable technology solution that could seamlessly integrate with their phone services. The lack of integration was affecting the company's efficiency, as it was unable to automatically dial numbers from customer records or provide comprehensive reporting on phone usage by sales and customer service representatives. The company was also unable to accurately track and monitor employee performance, which was crucial for identifying coaching opportunities.

DAZ Systems, Inc., a global Oracle Platinum Partner, specializes in deploying Oracle ERP applications for enterprise companies across various industries. The company, with 250 employees in the US and 100 in India, faced a significant challenge in its communication infrastructure. The company had three different phone services for its three groups: an outdated PBX-based system at the headquarters, cell phones for consultants, and a separate phone system for the team in Hyderabad, India. Additionally, the company had a video conferencing solution, but its use was limited due to cost. Eric Andresen, VP of Support and Hosting at DAZ, recognized the need for improvements. The PBX was no longer supported, communication between the US and offshore team was limited and costly, and the company lacked a follow-the-sun 800 number. Andresen's plan was to consolidate these disparate systems into a single cloud-based business communications system.

Precise Leads, an internet lead generation platform specializing in insurance leads, was facing a significant challenge in gathering quality data from consumers and delivering these leads promptly to insurance agencies or individual agents. The company's business phone service was outdated, being provided by a managed service provider that was seven versions behind on major releases of the Broadsoft suite of telephony software. This resulted in a lack of visibility into the company's calls, which was a crucial aspect of their business. The company had limited reporting and call recording for outbound calls, but inbound calls were a mystery, making it difficult to handle customer complaints or use these calls for training purposes.

EAH Housing, a nonprofit corporation that develops low-income housing and manages over 100 properties in California and Hawaii, was facing significant challenges with its on-premise phone system. The system was piecemeal, with different offices having different service providers and equipment, leading to a lack of centralization. Many of the on-premise PBX systems were so basic that they didn't include voicemail, leading to missed business opportunities and customer service calls. The system was also not transparent, creating difficulties for admins and IT. Jiano Ma, EAH Housing Vice President IT, had been moving the organization towards an all-cloud IT environment since 2013 and identified the need to include the phone system in this initiative.

Olympia Management, Inc. (OMI) is a company that manages over 90 property complexes across seven states in the southeast. The company was initially using an on-premise PBX for telephone service in its main office, shared with its sister company, Olympia Construction. The 90+ property managers of OMI purchased residential phone service for their offices, each equipped with two lines, one for phone and one for fax. However, the PBX provider was going out of business, and OMI director, Alex Beaver, saw this as a temporary arrangement. He was aware that he could save the company money by consolidating on a single unified communications as a service (UCaaS) solution that could be used company-wide. The challenge was to find a UCaaS system that could integrate with Google, support mobile workers, and provide advanced phone functions at a lower cost.

AimBank, a Texas-based bank with 27 locations across Texas and New Mexico, was facing challenges with its custom-built private branch exchange (PBX) voice over IP (VoIP) telephony system. The system was used for communications between branches and to customers for telephone banking. However, the physical PBX appliances were positioned across different market areas, causing certain locations to be dependent on systems for phone service from other markets. This resulted in a service that was not connected or resilient, leading to frequent disruptions that affected customer service. Additionally, AimBank was paying regular fees to multiple carriers servicing different towns. The bank also lacked a unified messaging or video conferencing system, with individual users communicating over Skype, which was inefficient and disconnected from other workflow tools like the telephony system.