Problem:

Sending out onboarding binders to each new hire was resulting in expensive printing, packaging, and shipping costs

Solution:

Switch these materials to an editable PDF to send to new hires instead. As well as saving money, this improved efficiency and job satisfaction

Savings: 

~$6,500 annually

Problem:

Many unnecessary end-user contacts in our data storage system is taking up space and costing extra money

Solution:

Deleted over 7M contacts in our data storage system, helping cut down on storage costs as well as speeding up system performance 

Savings: 

~$406,000 annually

Problem:

The collections team did not have bandwidth to prioritize collecting on all credit card customers despite the fact that, in certain scenarios, we are legally allowed to do so

Solution:

Was able to scale and prioritize this by sending customers to a third party collections agency when they aren’t paying

Savings: 

~$235,000 annually

Problem:

Current referral program was not generating enough referrals, and was not open to all friends and family

Solution:

Rebrand current referral program to become “Friends and Family”, where all employees have a referral code and get awarded based on successful referrals

Savings: 

Currently in Progress

Problem:

There is a 3rd party service that the company uses to help verify logins and phone number porting. This service sends backend messages, known as API calls, to a server to verify this information. This tool was making more calls than necessary, resulting in unnecessary fees 

Solution:

Optimize number of calls this tool makes during login verification and number porting

Savings: 

~$240,000 annually

Problem:

When a customer cancels a credit card payment via chargeback, RingCentral is not reclaiming taxes 

Solution:

Include reversed taxes on compliance report to receive reimbursement from government

Savings: 

$706,000.00

Problem:

RingCentral started SMS metering for all RC direct customers Q2 2022. However, during the rollout, there were some customers whose SMS billing was turned off, resulting in them using free SMS. 

Solution:

Review these customers and turn on their SMS metering, so that we avoid monthly SMS costs we are incurring, and also start generating revenue. 

Savings: 

~$270,000 annually

Problem:

The Agreement for Whitelisting International Phone Numbers allows customers to request that specific blacklisted destinations be allowed. Whitelist cases take a lot of time from the fraud and support team, and it is a frustrating and long experience for the customer.

Solution:

Provide ability for customer admin to sign digital Whitelist acceptance form on Service Web, saving time for fraud and support team and improving resolution time for customer.

Savings: 

Currently in Progress

Problem:

Dummy email addresses are used during the implementation of a new customer. These are not removed from SFDC so most customers seen in SFDC have 2 entries

Solution:

Run script to remove the dummy emails

Savings: 

No cost saving implications but can be used to improve system performance

Problem:

Account management not focusing on customers

Solution:

Automate appropriate CSM reports that drive adoption. Consolidate CSM, Account Manager and Renewals Managers from being on the same account. Expand roles of other team members  

Savings: 

Working with ongoing Account Management project to help address these issues

Problem:

Eliminating the use of single-use plastic bottles allows us to save about about $1 million on drink supplies,  prevents plastics fragments in work and public spaces, and potentially reduce health risk caused by toxic chemicals released from plastics 

Solution:

Stop purchasing beverages that are packaged in single-use plastic materials

Savings: 

ESG team is in discussion about this idea along with other sustainability measures