Task Retail Technology
RingCentral’s Breadth of Functionality Supports Australian Software Company’s International Expansion
RingCentral gives us everything we need under one umbrella, and it is used across the entire business.
Matthew Whitaker
Operations Manager, Task Retail Technology
Task Retail Technology’s award-winning, cloud-based xchangexec™ suite provides an array of integrated solutions, including point-of-sale software, business intelligence reporting and analytics, mobile application development, multimedia content design and management, interactive hardware, and professional services. The company’s customers include Bakers Delight, Foodco, Luby’s, Inc., honeygrow, Rubio’s, Collins Foods Group, and Zambrero.
Task’s focus on innovation and its dedication to customer service have driven cross-industry and international growth. Since opening its first office in Australia in 2000, the company has added offices in the US (San Diego, CA) and Europe (Wrocław, Poland).
In its early years, Task brought in communications technology on a piecemeal basis as it was needed. That worked when there was just the one office in Sydney, which started off with a hosted VoIP solution for phones and a separate collaboration tool that developers used. As Task began to expand internationally, Operations Manager Matthew Whitaker decided it was time to standardize on a single platform with integrated functionality. “We needed scalability and the ability to support global offices,” Whitaker explains. “My main priority was to have a unified platform across the globe.”
INDUSTRY
High Tech
HQ
Sydney, Australia
YEAR FOUNDED
2000
EMPLOYEES
50+
Everything under one umbrella
Whitaker wanted the subscription model of a unified communications as a service (UCaaS) solution because it would let him avoid the capital costs of a hardware-based approach. When a colleague in the San Diego office told him about RingCentral, he researched it further and found out that it had all of the communications functionality Task needed: softphones, support for mobile users (the RingCentral Phone™ mobile app), a web conferencing system (RingEX™), a team messaging tool (RingCentral Video™), integrations with critical applications such as Jira and Zoho, the ability to record calls, and reporting functionality.
Task has since deployed RingCentral in all of its offices. “RingCentral gives us everything we need under one umbrella, and it is used across the entire business,” Whitaker says. “We have replaced previous collaboration solutions with RingCentral Video. We have a stand up meeting each morning that uses RingEX for screen sharing.”
Easily configured call queues, more effective staffing, and working through a remodel
The support desk benefits from RingCentral’s interactive voice response (IVR) functionality. “Previously we channeled calls through reception,” Whitaker explains. “That worked for a while but was not ideal.” He also appreciates how easy it is to configure call queues. “It takes about 10 minutes to start up a call queue with RingCentral,” he adds.
Task has begun taking advantage of RingCentral’s integration with Jira to improve the effectiveness of the service desk. “It’s a very basic integration, but highly effective,” says Whitaker. “If a customer leaves a voicemail for the service desk, it creates a Jira ticket with the voicemail attached.”
Task’s management team has started using RingCentral reporting functionality for things like determining peak call hours, which helps them staff the support desk most effectively. The entire company will soon be relying more heavily than usual on RingCentral’s support for remote users. “We are completely rebuilding our global headquarters and will be working remotely in some instances for up to four to six weeks,” Whitaker explains. “RingCentral will enable all of us to stay connected during that time.”
If a customer leaves a voicemail for the service desk, it (RingCentral) creates a Jira ticket with the voicemail attached.
Matthew Whitaker
Operations Manager, Task Retail Technology