Case Study: Journey Beyond improves customer service and CX with RingCentral

Journey Beyond builds a 360-degree customer view with RingCentral

Journey Beyond, a leading Australian experiential tourism company, faced a challenge in delivering consistent customer service after diversifying through acquisition. They inherited six different phone systems and an outdated contact center, making it difficult to provide a unified experience across their 13 brands. To address this, they turned to RingCentral for a consolidated communications platform.

RingCentral implemented its integrated RingEX and Contact Center solutions, providing a single, scalable cloud platform for unified communications and contact center operations. This allowed Journey Beyond to centralize administration, improve disaster recovery, and reduce costs. Key results included the integration with Salesforce for a 360-degree customer view, the rollout of workforce management and quality analytics, and the ability to overflow calls between brands for better efficiency, all contributing to their goal of an unrivalled customer experience.

Journey Beyond