East Texas Council of Governments
A voluntary association of counties, cities, school districts and special districts within the fourteen-county East Texas region.
OVERALL REDUCTION ON PHONE COSTS SINCE SWITCHING TO RINGCENTRAL
WEEKS TO ROLL RINGCENTRAL OUT TO ALL WORKFORCE CENTER EMPLOYEES
IN SAVINGS ANNUALLY ON COMBINED COMMUNICATION COSTS
Providing essential services to their region’s most vulnerable
A communications-system migration that couldn’t wait
RingCentral wins the RFP on all counts
As a public agency, ETCOG was required to solicit proposals from multiple vendors. But RingCentral topped the IT team’s shortlist on each of their key factors: functionality, ease of use, flexibility, and cost. “It was clear to everyone that RingCentral was going to give us the most value for the best price,” says Brandon.
A solution that likely helped save a life
Transitioning ETCOG to a remote workforce was further complicated by the fact that many of their employees live in rural areas, which often don’t have strong communication coverage.
As Brandon points out, this was one example of how RingCentral really shined. One of ETCOG’s employees volunteered to help handle the overflow of calls from residents seeking unemployment insurance. East Texas was suffering high levels of sudden job losses, and the association needed help with the spike in requests.
The problem was, this woman lives in a rural area with very poor internet service. “For her, an internet call wouldn’t have worked,” says Brandon. “But then we realized we could easily forward her RingCentral calls straight to her cell phone—because cellular voice coverage is excellent in her area.”
Leveraging RingCentral’s flexibility to set up that creative solution proved invaluable just days later, when the woman received a call from a man who was suicidal. “He couldn’t provide for his family and was talking about ending it all if he didn’t get help that day,” Brandon explains.
“But she was able to keep him on the phone for over two and a half hours, long enough to get him the help he needed. I think about that story a lot, and I wonder: What if he had gotten stuck in a call queue? What if we still had our old phone system and no one was able to answer at all?”
Boosting productivity and saving money
ETCOG has also benefited from RingCentral in other ways, including enabling their staff to get more done and substantially reducing their phone bill.
One example of the productivity boost is that, because ETCOG employees can now use the RingCentral desktop and mobile apps both to call and text message from their work numbers, they are able to connect with more of their customers on their first attempts than ever.
“With our old phone system, our childcare and workforce employees would call people and they often wouldn’t answer, because they didn’t recognize our number,” Brandon says. “Now, before they call, they send a text telling the person who we are. Far more of those first calls are getting answered now. In fact, sometimes our employees are able to handle the entire case through text—they don’t even need to call.”