With RingCX, we now have two key advantages that we were lacking before: an omnichannel contact center, and a wealth of real-time actionable data giving us visibility into everything happening in our contact center.
Cheryl Hisdahl
Contact Center Manager
America’s second largest privately held freight brokerage
In the three decades since its founding, Worldwide Express has earned a reputation as one of the US’s most capable third-party logistics providers for small and mid-sized businesses. Today, more
than 125,000 companies across the country count on the experts at Worldwide Express to handle their mission-critical deliveries and solve their most complex shipping challenges.
The company has become such a dominant provider in the 3PL space, in fact, that Transport Topics Magazine named it #2 on its list of the nation’s Largest Private Freight Brokerages. Worldwide Express also made it to #6 on the Armstrong & Associates list of Top 100 Domestic Transportation Management Providers.
INDUSTRY
Shipping and logistics
HQ
Dallas, TX
YEAR FOUNDED
1992
EMPLOYEES
1,400+
Discovering RingCentral’s capabilities during a merger
In 2021, Worldwide Express merged with GlobalTranz, creating one of the logistics industry’s largest national providers. Richard Chavous, Worldwide Express’s Manager of Enterprise Cloud Engineering, explains that when the two companies began integrating systems, GlobalTranz was already a RingCentral customer, using RingEX for unified communications across its organization.
“At the time of the merger, Worldwide Express was on a different telephony platform with regional tenants all over the country, and we had a legacy solution powering our contact center. We needed to standardize both companies on a single communications platform – and based on what we heard from our GlobalTranz colleagues, RingCentral was the obvious choice.”
As we looked into cloud communications solutions to unite both companies, we learned that everybody at GlobalTranz seemed very happy with RingEX for its ease of use, features, and the simplicity of administering the platform.
Richard Chavous
Manager of Enterprise Cloud Engineering
Leveraging RingCX’s real-time dashboards to improve workflows
Cheryl Hisdahl. Worldwide Express’s Contact Center Manager, notes that as Richard’s team began rolling out RingEX across the company, her customer support team began using it as well to run their contact center operation.
And although RingEX was proving enormously beneficial as the primary cloud phone system for the rest of Worldwide Express’s 1,400-employee national staff, Cheryl’s team soon realized they needed additional functionality available only in a purpose-built contact center solution. After investigating RingCentral’s AI-powered contact center, RingCX and noting the company’s forward-thinking approach to leveraging AI to improve customer-facing communications, Cheryl obtained executive approval to roll out
One of the key advantages of RingCX has been its real-time reporting dashboards, which Cheryl points out lets her team simultaneously monitor call volume, the number of on-hold callers, and the number of available agents. “Now I can see if there’s a customer on hold, quickly find an agent whose status is available, and jump into a chat to ask that agent to grab the call.”
“With our previous system,” Cheryl adds, “the best we could do was automatically reset an agent to ‘available’ at regular intervals – say, every three minutes. But that meant agents’ phones would start ringing before they wrapped up their current calls. If we set the intervals too far apart, we had agents often sitting idle, waiting to be reset to ‘available’ so they could take a new call. It wasn’t the most efficient way to use our agents’ time.”
RingCX helps the team exceed customers’ expectations
As Cheryl points out, the numbers her team is pulling from their RingCX reporting dashboard demonstrate the value this platform is delivering to both their customer support agents and the company’s customers.
Our department’s standard agreement is to hit 80% of our service-level goals for phone calls – metrics such as speed to answer and minimal hold time. I’ve been pulling the reports since we rolled out RingCX, and we’re consistently exceeding those key metrics by several percentage points.
Cheryl Hisdahl
Contact Center Manager
Cheryl adds: “We’re using RingCX’s capabilities to streamline our operations and provide an excellent customer service experience, and the data I’ve been reviewing in the RingCentral analytics dashboard underscores that it’s working.”
Consolidating systems with RingCentral helps save money
Richard points out that another benefit of migrating Worldwide Express onto RingCentral is the ability to eliminate standalone, less-than-efficient communication services the company had been paying for.
“For years, we had an account with an electronic-faxing service,” Richard says. “The fax capabilities themselves were okay, but the app didn’t give us much visibility into how and where our employees were using it. We discovered that we had a lot of idle accounts for employees not using the service at all, and that was costing us a lot of money.”
Richard explains that because RingEX has built-in digital faxing that any employee can use on their RingCentral app, the company was able to end the relationship with the other fax vendor. “Now we’re saving money on our faxing processes, and because all of our fax usage is on the RingCentral platform, we’re getting all the data and insights we need into how and where it’s being used.”
RingCentral has given us everything we needed both to unify our whole organization on a single telecom platform and to help our teams across the company improve their efficiencies. We’ve seen real workflow improvements with both RingEX and RingCX, and now I’m looking forward to seeing what additional insights and business intelligence we can gain by implementing the RingSense AI solution.
Richard Chavous
Manager of Enterprise Cloud Engineering