Case Study: First Bank achieves improved customer service and employee communications across 100+ branches with RingCentral

Multibillion-Dollar Bank Uses RingCentral to Upgrade Customer Service and Employee Communications Across More than 100 Branches

First Bank, a multibillion‑dollar financial institution headquartered in St. Louis with 100+ branches and over 1,000 employees, needed to modernize its communications in 2016. The bank faced a complex migration away from a legacy PBX and disparate call‑center systems across more than a dozen call centers and many locations, so it conducted a six‑month evaluation to find a unified, enterprise‑grade solution.

First Bank selected RingCentral for its comprehensive UCaaS platform and engaged RingCentral Professional Services to manage rollout, number porting, and staff training across 100+ branches. In phase 1 the bank replaced its PBX and multiple servers with RingCentral’s cloud services (MVP, Contact Center, Glip), immediately gaining softphone capabilities and cutting overall phone‑system costs by about 30%, with further unified‑communications benefits expected as additional services are deployed.

First Bank

Bala Nibhanupudi

Chief Information Officer