Case Study: Susan G. Komen achieves greater helpline efficiency and better caller support with RingCentral

Why the world’s leading breast cancer nonprofit enlisted RingCentral in its cause

Susan G. Komen, the leading U.S. nonprofit fighting breast cancer, needed a better way to run its toll-free helpline after its legacy phone system was holding back service and efficiency. The organization wanted to bring the helpline in-house, support more than 15,000 calls a year, and make the experience easier for callers navigating a difficult diagnosis.

RingCentral’s Contact Center helped Susan G. Komen triage multiple communication channels, document calls in one system, and integrate with Salesforce so agents could save notes directly to caller profiles. With RingCentral, the team improved efficiency, routed Spanish-speaking callers to the right specialists using skills-based routing, and added callback options for bilingual support, creating a smoother, more comfortable experience for callers.

Susan G. Komen

Carlos Soto

Hosted Systems Administrator