Case Study: Hot Topic achieves cost savings and improved operations with RingCentral

America’s Leading Pop-Culture Specialty Retailer Is Saving Money and Improving Operations with RingCentral

Hot Topic, a leading pop‑culture specialty retailer with more than 675 stores across the US and Canada and 10,000+ employees, faced a fragmented telecommunications setup across its corporate offices, distribution centers, and retail locations. The company needed a unified, modern cloud communications platform to support remote work during lockdowns, improve in‑store customer calling experiences, and reduce telephony costs tied to physical phones and multiple regional carriers.

Hot Topic migrated to RingCentral MVP and RingCentral Contact Center, deploying softphones, messaging, video, skill‑based routing, and a shared help‑desk workflow. The change streamlined collaboration for corporate and store teams, improved call routing and first‑call resolutions, handled 3,000+ help‑desk calls monthly, and eliminated many carrier contracts and hardware costs—delivering both operational improvements and clear telecom savings.

Hot Topic

Gary Megson

Chief Technology Officer