Case Study: SKS Bottle & Packaging achieves customizable reporting and faster customer service with RingCentral

RingCentral Delivers Customized Reports for Container and Packaging Company

SKS Bottle & Packaging, a Watervliet, NY supplier of glass, plastic, and metal containers to both large and small businesses, needed more flexible phone services and better reporting than its on‑premise PBX provided. The company sought a cloud solution that would integrate with its homegrown PHP business system and offer API access for customizable reporting and easier management of extensions.

SKS moved to RingCentral’s cloud phone service and built two PHP integrations using the RingCentral APIs: an automated caller‑ID lookup that pulls customer records on incoming calls and a custom reporting tool that mirrors RingCentral’s formats but is tailored to SKS’s operating hours and management needs. The integrations sped up service reps by a few minutes per call, made extension management simple, and gave managers accurate, actionable call metrics and recordings to monitor productivity and improve customer support.

SKS Bottle & Packaging

Jeffrey Wen

System Administrator