As any brand in the Professional Services landscape will know, there are many factors involved in running a successful business. There’s more to standing out in today’s competitive landscape than just selling expertise. Companies need to ensure they’re delivering the meaningful service and support their B2B customers are looking for too.
To deliver exceptional outcomes, many Professional Services brands are rapidly investing in more agile and innovative solutions for communications and productivity. This means investing not just in UCaaS technology but also in a range of accompanying communication tools.
Citation Professional Solutions, a leader in consulting support and employment law, worked hand-in-hand with the innovators at RingCentral to power a new age of digital transformation. Here’s how Citation and RingCentral joined forces.
Discovering a Need for Flexibility and Growth
Citation Professional Services has stood out as a leading provider of consulting support and employment law for organisations across the UK for more than 25 years. Committed to helping organisations navigate the administrative and legal responsibilities of business operations, Citation has achieved incredible results over the years.
Not only are the experts at Citation available 24/7 to guide their clients, but they also offer specialist guidance and assistance to companies in a range of industries. With over 50,000 customers throughout the UK, the brand has quickly emerged as one of the most sought-after consultancies in the market. They’re also leading the industry in client retention, with a rate of 92%.
Of course, in the Professional Services industry, success comes with new challenges to tackle. As the Citation brand continued to grow in recent years, the organisation discovered its telecom technology was stretching beyond breaking point. The only way to remain competitive was to shift into a modern, flexible, and scalable communication solution.
Switching Away from a Legacy Phone System
Citation’s telecommunications environment created a number of operational challenges long before the business began its accelerated growth phase. According to the Head of Technology Technical Services for the brand, Chris Haltof, as growth exploded, the system’s many shortcomings became more significant. Replacing the tech became the company’s top priority.
Chris noted the existing phone system didn’t allow for simple auditing, and there was no way of tracking who made administrative changes to the technology. The service was also extremely limited when it came to call recording capabilities. This was a significant problem as the company became more reliant on recording to serve its clients.
The brand only had a couple of months’ worth of call recordings to access with the legacy system, but they needed at least five years’ worth for arching purposes. The team was forced to build an internal workaround solution for archiving calls, which often took a lot of time and resources. The phone system also offered no mobile capabilities, requiring all employees to remain in the office.
Physical hard-line phones were the only option for making and taking business calls. This presented a significant obstacle as Citation wanted to implement more flexible working solutions for staff.
Researching the available cloud-based communication solutions on the market, the business eventually gravitated towards the flexible ecosystem offered by RingCentral. Citation’s Service Director, Lee Mills said the RingCentral solution checked a number of boxes, combining various critical functions into a single service.
The business could access desktop and mobile communication apps for teams, video conferencing tools, AI analytics, call centre functionality, security auditing and call recording in one platform. At the same time, the team was impressed by the service offered by RingCentral, stating that working with the team felt more like connecting with a partner than a vendor.
