Future of Work News

Ryder Improves Customer Experience Through Cloud Communications


Ryder has nearly 90 years of experience in commercial trucking and transportation logistics, meeting businesses’ supply-chain needs including warehousing, distribution, cross-border transportation and last-mile delivery. As with any growing company, Ryder is always seeking ways to improve the customer experience to continue its success.

Ryder announced it turned to RingCentral for end-to-end business communications needs at Ryder’s fleet maintenance and rental locations. The RingCentral platform will allow each of Ryder’s nearly 800 locations to more easily configure systems and route calls to specific branch sites, enhancing the customer experience.

Ryder uses RingCentral MVP to unify operations to a large number of facilities so representatives can operate from anywhere. RingCentral MVP offers a unified, collaborative hub for team messaging, video meetings and telephony.

“With RingCentral, we ensure customers reach the person they are trying to get hold of,” said David Bartos, senior telecom manager for Ryder. “It provides for a much more streamlined customer experience, and the mobility it offers helps keep our teams connected, even when they’re on the go.

Ryder is also using RingCentral Contact Center to power customer support for Ryder Last Mile. The delivery solution provides home delivery of big and bulky products with white glove installation through a network of carriers throughout the U.S. and Canada.

That department’s 180 agents are able to stay responsive to customers and drivers despite being fully remote since March 2020 when the pandemic forced remote work.

“Finding that balance between employee productivity and a commitment to customer satisfaction is not an easy task,” said Carson Hostetter, chief revenue officer for RingCentral.

Ryder Last Mile’s support agents are also using a RingCentral integration into their Salesforce environment, which lets the agent see a caller’s profile and history before picking up.

“Those agents are all working remotely, and they’re handling 30,000 calls on average per month,” said Bartos. “But because they can join call queues and take calls so easily from their laptops, the team hasn’t missed a beat.”

Edited by Erik Linask

Future of Work Contributor

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