Unified Communications Featured Article

Self-Storage Company Moves to RingCentral

August 14, 2017

Extra Space Storage has tapped RingCentral Inc. to provide it with cloud-based communications and collaboration solutions. These services will replace the self-storage company’s multiple legacy systems.

“We needed to unify our distributed retail locations with a mobile-centric communications solution that enables our employees to stay connected no matter where they are,” said Bron McCall, senior vice president of IT at Extra Space Storage.

The company selected the RingCentral cloud-based solution because it can support its distributed and large-scale business with multi-modal communications. Extra Space Storage added that the call analytics capabilities provided by RingCentral will help it improve customer experiences companywide. That wasn’t possible with Extra Space Storage’s legacy systems, the customer said.

RingCentral’s QoS analytics makes troubleshooting easier for IT administrators by providing latency and other performance parameters on all calls running on all endpoints. That way if, for example, the company CEO reports that his or her call quality was less than ideal, an IT team member can look at that particular call and assess what may have led to the trouble. And RingCentral’s live reports for business department leaders, delivered via dashboards, provide such information as call volumes, customer hold times, employee availability, and more. These are just a couple things that are possible with RingCentral analytics.

Extra Space Storage has 3,000 employees and 1,500 locations nationwide. It’s rolling out the RingCentral solution to 50 locations per week.

RingCentral Office and RingCentral Professional Services will power this deployment. RingCentral Office supports voice calls and messaging for both internal and external communications at Extra Space Storage.

The latest version of RingCentral Office leverages the supplier’s Glip team collaboration offering as the primary interface. That provides users with a single view of their voice, video, messaging, tasks, file sharing, fax, and SMS capabilities and interactions. And it means users can have team messaging and one-on-one conversations through one screen.

“We now see collaborative communications as the new frontier,” RingCentral COO David Sipes said when the company announced that new product release earlier this year.

RingCentral earlier this year also introduced new open APIs and more than 40 integrations with such popular applications as GitHub, heroku, Marketo, New Relic, Salesforce, ServiceNow, and Zoho CRM. RingCentral Office also now interfaces with chatbot frameworks including Botkit, Lita, and Hubot.