Case Study: Littlefish achieves 95% satisfaction rate with RingCentral Contact Centre

Littlefish maintains 95% satisfaction with RingCentral Contact Centre

Littlefish, a UK-based managed IT services provider, was experiencing rapid annual growth of 40%. This expansion strained its outdated, on-premise PBX system, which lacked sophisticated call center features like skills-based routing and advanced IVR. The company needed a more scalable solution to support its hundreds of support agents and maintain its reputation for high-quality customer service without jeopardizing its growth.

The company implemented RingCentral Contact Centre, a cloud-based solution. This provided the needed features, including integration with their ticketing system for enriched caller information and sophisticated reporting for resource management. The platform proved critically valuable when call volume spiked by 300% during the COVID lockdowns, as it allowed all agents to seamlessly work from home. Using RingCentral, Littlefish successfully handled the surge while maintaining its 95% customer satisfaction rate.

Littlefish