Case Study: RingCentral achieves rapid transition of 1,000+ employees to work-from-anywhere with Freshservice

RingCentral Leverages Freshservice to Quickly Move 1,000+ Employees from Desktop to Work from Anywhere

RingCentral, a global provider of cloud communications and collaboration solutions, had to move 1,000+ office employees to remote work almost overnight when COVID hit. Their legacy, heavily customized CRM-based ticketing system couldn’t scale or be updated quickly, causing backlogs and a surge in support requests—particularly in Manila, where many users relied on desktops and needed rapid access to virtual machines.

By deploying Freshservice in early March, RingCentral’s IT quickly spun up virtual machines, used a searchable knowledge base, automated repetitive workflows, and leveraged Freshworks’ professional services to handle hundreds of urgent cases. The result was faster triage and self-service, reduced agent workload, broader departmental adoption (agent count grew from 200 to 275), and a more scalable enterprise service management platform that eliminated many legacy constraints.

RingCentral

Fred Chin

Senior Director of IT End-User Services