"We had a bought-and-paid-for PBX. But we were growing so rapidly, exceeding 200 support agents, that it was time for a more sophisticated solution."
Littlefish Ringcentral takes the leap
We had a bought-and-paid-for PBX. But we were growing so rapidly, exceeding 200 support agents, that it was time for a more sophisticated solution. Becky Roberts Service Improvement Manager, Littlefish
6 LANGUAGES SUPPORTED BY THE COMPANY’S MULTILINGUAL SERVICE DESK—USING RING CENTRAL TO ROUTE CALLS BASED ON LANGUAGE.
300% SPIKE IN SUPPORT CALLS AFTER THE LOCKDOWNS—WHICH THE TEAM WAS ABLE TO HANDLE EVEN AS THEY TRANSITIONED TO REMOTE WORK AS WELL.
95% THE COMPANY MAINTAINED ITS 95% SATISFACTION RATE EVEN WITH ALL AGENTS WORKING FROM HOME.
An award-winning provider of managed IT services
Some of the world’s most demanding organizations—from multinationals such as NSK, to the UK Parliament and several other government entities—entrust their digital infrastructure, Cybersecurity, and Managed IT Service and support operations to Littlefish.
Hundreds of other organizations, of all sizes and across many industries, turn to the UK-based provider of managed IT services because it has built an unparalleled reputation for expertise, reliability, and high-quality service. In addition to its 95% satisfaction rating, Littlefish has earned a Net Promoter Score of 78, placing the company in the rare “world-class” category with its customers.
With these and dozens of other industry accolades—including a Customer Service Excellence Award from the Nottingham Post—Littlefish has seen demand for its services rise significantly. In fact, the company has been growing by an impressive 40% per year for several years running. But to support that level of growth without jeopardising the company’s reputation for outstanding customer service, Littlefish had to phase out its on-premise PBX and migrate to a more sophisticated call centre solution.
An outdated phone system had the company swimming upstream
For some time, the highly competent inhouse technology and dev teams at Littlefish found ways to extend the life of the company’s traditional telephony system. But Becky Roberts, Littlefish’s Service Improvement Manager, explains that by 2019 the shortcomings of the system were coming into direct conflict with the continuing growth of the company.
“We were adding new locations, new staff, and new customers at a rapid pace,” Roberts explains. “It was becoming obvious we needed more sophisticated call centre features, such as skills-based routing, advanced IVR, and an intuitive interface to let our service desk team leaders manage their own system updates.”
RingCentral Contact Centrer provided the sea change they needed With RingCentral Contact Centre, Littlefish found a flexible, cloud-based solution capable of supporting the company’s tremendous growth. “Almost immediately, we could see improvements to both the agent and customer experience,” says Roberts. “Our agents could see the name of the contact who was calling, along with any open tickets they may have, before they picked up, so they could start the call on a more personalized note.”
She adds: “We are now able to give our agents enriched information about the users engaging with Littlefish by integrating RingCentral with our ticketing system. Now when an agent is ready to take a call, they can see a plethora of information about the caller, so they are in a better position to help and deliver a much greater user experience.”
Littlefish is also benefiting from RingCentral’s reporting and analytics capabilities. “We built a sophisticated reporting dashboard for our service desk team leaders,” Roberts says. “This allows them to see how many calls are coming into their teams at different times, monitor call volume by customer, and see the number of calls requiring specific skills. These reports make it much easier to schedule and allocate resources.”
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