Gate6 utilized the RingCentral Open Platform and App Connect to embed RingEX directly into ServiceNow. This integration automates call logging and recording uploads, significantly boosting agent performance.
How SPM Services empowers global teams and strengthens client trust
Region
Europe
Company size
400–4,999
Industry
Professional Services
Products used
KEY METRICS
3 weeks
to fully implement RingCX
for the Mauritius operation
for the Mauritius operation
0
dropped-call issues
since migrating to RingCX
since migrating to RingCX
Overview
SPM Services faced frequent call disconnections and scaling issues that began putting a strain on its most critical client relationships. By migrating to RingCX, the team eliminated dropped calls and gained real-time visibility into agent performance. This transition allowed them to seamlessly manage a 120% surge in traffic while providing clients with autonomous access to detailed performance data.
As we moved to RingCX, we went into a high-traffic period where the call load jumped 120% over the previous year. But because we had RingCX deployed–and our supervisors now had real-time monitoring and analysis capabilities–we were able to successfully achieve our targets.
Kévin Lerendu
,
Key Accounts Manager
About our customer
SPM Services, based in France, has provided world-class outsourced multilingual contact-center solutions for global businesses since its inception. The organization serves diverse sectors including automotive, health, and retail by prioritizing rigorous agent training and elite service standards.
The challenge: System instability and reporting roadblocks
As the Mauritius office expanded its workforce to keep pace with rising demand, the existing telephony infrastructure began to buckle under the pressure. Leadership felt a growing sense of frustration as the technical limitations of the old platform started to jeopardize their standing with their premier accounts.
- Platform fragility: Frequent call disconnections and performance issues occurred whenever the volume of incoming traffic increased.
- Management blind spots: Supervisors lacked the ability to monitor live calls or provide real-time guidance, making it difficult to resolve conflicts or train staff effectively.
- Reporting gridlock: The system's limited data output made it a constant struggle to generate the accurate, detailed reports that clients expected.
The solution and ROI: Real-time intelligence and seamless, international scaling
To address the hurdle of recurring call drops and limited oversight, SPM Services migrated to RingCX’s centralized, globally capable contact center environment. Now that they’re using RingCX as the company’s integrated digital hub, the customer service team is leveraging the solution to:
- Bring dropped calls down to zero across both of the organization’s contact center locations.
- Improve agent agility by allowing them to instantly switch between different markets and access new contacts within a simplified interface, while delivering supervisors comprehensive analytics and real-time monitoring that greatly improves visibility, all while the organization experienced massive 120% year-over-year growth in call traffic.
- Implement the solution for the Mauritius contact center in just three weeks, followed by easy department scaling through self-service administrative tools that let managers add phone lines or create licenses without waiting for external support.
What’s next for SPM Services
As the organization continues to expand its global footprint, RingCX remains a foundational element of its service delivery strategy. Kévin Lerendu and the company’s leadership team are confident that the platform’s ability to effortlessly absorb new agents will support their ongoing growth and commitment to client satisfaction. This partnership ensures that the company is now powered by a technical infrastructure capable of meeting the demands of a rapidly growing, international organization.
To learn more about our customer, visit SPM Services.
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