Case Study: Geotab achieves 20%+ improved agent utilization and 80% employee satisfaction with RingCentral

Telematics Leader Geotab Discovers a Single Cloud Communications Solution for Both Employee and Customer Engagement to Deliver Much More Than the Sum of Its Parts

Geotab, a global telematics leader, needed a modern cloud communications platform to replace legacy on‑prem PBX hardware and get hard data on call‑wait times, abandonment rates and support performance—while also enabling a high‑quality white‑label support offering for resellers. An initial rushed cloud swap proved insufficient, lacking complex routing, queue visibility, callback and reporting capabilities.

Geotab chose RingCentral for its advanced reporting, security and feature set (call queues, push‑to‑call‑back, team dashboards and real‑time visibility). The result: agent utilization improved by more than 20%, employee satisfaction rose from about 50% to ~80%, support responsiveness and supervisor intervention improved, and Geotab can now offer a superior private‑label support solution that strengthens reseller RFPs and customer experience.

Geotab

Derek Carder

Vice President of Customer Experience and Technical Operations