Case Study: Swanson Health achieves improved customer service efficiency and visibility with RingCentral Contact Center

Swanson Health - Customer Case Study

Swanson Health, a 50‑year leader in natural vitamins and supplements with award‑winning customer service, needed to improve an already high‑performing support operation while consolidating multiple systems and enabling agents to work remotely amid rising demand. The team faced high call volumes, fragmented tools (five to six platforms), and a need for better reporting, training, and scheduling to maintain service levels.

Working with NTSI, Swanson migrated 150 agents to RingCentral Contact Center, consolidating five platforms into one cloud solution that unified phone, chat, and email, enabled softphone remote work, and provided skills‑based routing and detailed reporting. The workforce engagement tools (WFM, Recording, Quality Management) let supervisors automate schedules, triple the number of calls they review, and give clearer agent feedback—supporting 80,000 customer calls per month while improving efficiency and agent engagement.

Swanson Health

Emma Grotluschen

Senior Manager of Customer Service