Case Study: Brightway Insurance achieves major cost savings and improved customer experience with RingCentral

RingCentral Helps Brightway Transform Its Customer Experience, Enhance Service to Franchisees, and Avoid a Costly Call Center Expansion

Brightway Insurance is a national property/casualty distribution company with more than $560 million in annualized written premium and roughly 800 employees. Rapid growth exposed limits in its on-premises PBX: the company lacked sophisticated contact-center functionality and the data to know whether it truly needed to staff a large new call center, so Brightway prepared for a costly expansion.

By deploying RingCentral Office and RingCentral Contact Center, Brightway gained real-time visibility and discovered the problem was routing callers to the right state-specific experts, not headcount. Smart omnichannel routing, Glip team messaging, and Pulse alerts let them hire a handful of remote specialist agents instead of building a new center—avoiding massive capital and hiring costs—and delivering faster first-contact resolution and improved customer and franchisee service.

Brightway Insurance

Michael Baker

Enterprise Architect