Summary of KINEX
KINEX is an orthopedic specialty medical equipment company that manufactures innovative post-op tele-rehabilitation products. Working alongside physicians, insurance providers and healthcare systems, skilled staff members are committed to delivering premium customer support and care through educational offerings along with fitting and delivery services for injured or rehabilitating patients. Out of 400 employees, 160 are currently RingCentral users dispersed between headquarters and their customer service branches located in Tennessee.
KINEX UNDERSTANDS THE VALUE OF RELIABLE CONSULTATION AND SUPPORT
KINEX was using a 10-year-old legacy PBX system to manage their inbound and outbound communications. However, as their company began to expand operations and open new branches to service more clients, their IT Director, Paul Jebe, began searching for ways to use their existing PBX to accommodate the growing need for contact center functionality.
Frustrated with the lack of support from their then-current partner, Paul searched online and discovered Converged Technology Professionals who had an office near their Waukesha, WI headquarters.
When Paul first spoke with us, it became apparent that their level of expertise with contact center deployments and their understanding of their current PBX greatly surpassed that of his current support partner.
Paul elaborates on his experience stating, “I knew Converged was the right support partner for KINEX from our first phone call- they were very knowledgeable & helpful.”
“I knew Converged was the right support partner for KINEX from our first phone call- they were very knowledgeable & helpful.”
Paul Jebe, IT Director
RECOGNIZING THE OPPORTUNITY RINGCENTRAL CONTACT CENTER WOULD PROVIDE
As conversations continued and Paul got to know the Converged Technology Professionals team through their advisory and support partnership, several short-term workarounds were deployed to increase the efficiency of their existing call queues.
Although we were able to help alleviate some of the challenges with their PBX , both parties agreed that to accomplish his goal for further improving customer service efficiencies, a more streamlined solution was clearly necessary for the future. To rely on their existing legacy PBX would have been too complicated and expensive to meet future demands.
Soon conversations began about the long-term benefits of moving to a cloud solution like RingCentral’s Contact Center platform. After seeing a demo and evaluation, it was decided the RingCentral platform would best improve customer engagement initiatives while also simplifying the administration and overall manageability.
Together they agreed to begin planning their migration away from their legacy communications platform.