Download PDF

RingCentral > Case Studies > Daly Computers Enhances Sales Performance with RingCentral API

Daly Computers Enhances Sales Performance with RingCentral API

Technology Category

Application Infrastructure & Middleware - Event-Driven Application

Applicable Industries

Education
Telecommunications

Applicable Functions

Sales & Marketing

Use Cases

Edge Computing & Edge Intelligence
Personnel Tracking & Monitoring

Services

System Integration

The Challenge

Daly Computers, a value-added reseller serving government and education customers, faced a challenge in tracking the performance of its sales staff. The company's sales team spent a significant amount of time on the phone with customers, and the management needed a reliable way to monitor these interactions. The company had previously used an on-premise phone system that logged calls in a relational database and provided customizable reports. However, these reports contained a lot of extraneous detail, including calls lasting less than a minute, which were not counted towards sales incentives. Sales managers had to manually filter out these irrelevant details, which was time-consuming and inefficient. Furthermore, the company wanted to focus on 'real calls to real customers', filtering out very short calls and calls to numbers outside of their primary service areas of Maryland and Virginia.

About The Customer

Daly Computers is a value-added reseller that has been a trusted IT service provider to government and education customers for nearly 30 years. The company, founded in 1987, is headquartered in Clarksburg, Maryland, and employs around 140 people. Daly Computers primarily serves customers in Maryland and Virginia. The company's business need was customization, specifically in the area of tracking and reporting on the performance of its sales staff. The company wanted to ensure that its salespeople were making the right calls to the right people, and needed a solution that could provide a clear overview of both call volume and duration.

The Solution

Daly Computers switched from their on-premise phone system to RingCentral and utilized the RingCentral API to create custom reports for management. These reports were used as part of an incentive system tied to the number of calls salespeople made. The API application, developed by System Engineer Greg Esposito, filtered out short calls and calls to numbers outside of Maryland and Virginia, while attempting to match numbers called to customer records and sales prospects. The software pulled RingCentral data into a custom web portal, which aggregated sales and customer data from key systems, including Microsoft Dynamics for ERP and Autotask for customer support. The application also retrieved presence data to make it easier for the staff to see who was in the office and available. Esposito was able to have a first version of the API integration live within a month of implementing RingCentral.

Operational Impact

The implementation of RingCentral and the development of a custom API application resulted in a more efficient and accurate way of tracking the performance of Daly Computers' sales staff. The custom reports provided a clear overview of both call volume and duration, serving as an indicator of how hard sales staff members were working. The application also filtered out irrelevant details, saving sales managers the time and effort of manually filtering out these details. Furthermore, the application made it easier for staff to see who was in the office and available. The company also has plans to further improve the application, such as matching calls identified through the API with the numbers of key contacts like CIOs and CTOs.