Case Study: City of Kalgoorlie-Boulder achieves better communications and customer service with RingCentral

City of Kalgoorlie-Boulder boosts Teams adoption to 83% with RingCentral

The City of Kalgoorlie-Boulder, a geographically dispersed local government in Australia, faced unreliable communications from an ageing on-premise phone system and a limited contact center. The outdated systems caused dropped calls, poor inter-site connectivity, and inefficient customer service processes. Seeking a modern, unified platform, the city chose RingCentral's cloud-based solutions, specifically RingEX and RingCentral Contact Center, to improve reliability and integration.

RingCentral implemented a single, integrated voice and contact center platform across all the city's sites, including those with limited 4G connectivity. The solution seamlessly integrated with Microsoft Teams and Active Directory. This deployment dramatically improved internal communications and the ratepayer experience, while enabling detailed call reporting. A measurable result was the increase in Microsoft Teams adoption from 5-10% to 83% utilization within three months due to RingCentral's embedded functionality.