RingCentral Helps Insurance Services Company to Better Support Customers and Remote Employees

Business cloud communications solutions provider RingCentral makes it possible for today’s modern workforces – which are more mobile, flexible and distributed than ever – to maintain quality communications, collaboration, and connections no matter what device they use or where workers are physically located.

The company’s portfolio of offerings includes RingCentral MVP, a UCaaS platform for messaging, video meetings, and a cloud phone system. It also offers RingCentral Video for Smart Video Meetings and RingCentral Cloud Contact Center solutions, an open platform that brings in third-party business applications so customers can customize their workflows.

These offerings are being used by SCM Insurance Services, parent company of Canada’s largest independent claims management firm, so it can better serve its clients and support its increasingly remote workforce.

With RingCentral’s offerings, employees can respond to clients quickly and have all the tools available to deliver outstanding customer service at all times. With a focus on the claims process, it was important that staff had necessary tools to connect no matter where they were.

Using RingCentral MVP (Message Video Phone), claims adjusters can call, meet, and message using an app – no matter where they are. This was a huge improvement to the company’s prior network of legacy communications systems, which were disjointed and did not provide adequate support for their move to a more mobile and hybrid workforce. One standout benefit of RingCentral Video is that they now are able to engage in face-to-face communications and screen-sharing which translated into operational benefits.

“Because RingCentral Video makes it easy to schedule a video call or start one on the fly, we’re using it across the board for our team meetings and talks with clients. Those video calls make our communications richer and more meaningful,” Mike Ackroyd, Chief Information Officer of SCM said.

“With RingCentral, we can quickly spin up local numbers for any region affected by a disaster. We can easily provide local phone numbers to our staff who have mobilized to support the disaster and reassure victims they’re getting help from someone close by,” added Ackroyd.

The company is also using RingCentral Video to keep its IT team connected and available for staff to answer questions, get help, and just to speak privately. It also makes face to face chatting possible for the human connection that’s been missed since the pandemic. Feedback from staff has been positive and appreciative.

“Organizations like SCM, which play a critical role in the insurance claims process, require business communications solutions that meet the needs of people working from anywhere,” said Carson Hostetter, Chief Revenue Officer at RingCentral.

Edited by Erik Linask