Case Studies > Hawk Ridge Systems Enhances Team Collaboration with RingCentral Glip

Hawk Ridge Systems Enhances Team Collaboration with RingCentral Glip

Technology Category

Application Infrastructure & Middleware - Event-Driven Application
Functional Applications - Manufacturing Execution Systems (MES)

Applicable Industries

Telecommunications

Applicable Functions

Product Research & Development

Use Cases

Speech Recognition
Virtual Prototyping & Product Testing

Services

System Integration

About The Customer

Hawk Ridge Systems, founded in 1996 and headquartered in Mountain View, CA, is one of North America’s largest value-added resellers of design, engineering, and manufacturing software, and 3D printing solutions. The company provides SolidWorks 3D computer-aided design (CAD) software, CAMWorks computer-aided manufacturing (CAM) software, and 3D printers from 3D Systems to more than 26,000 customers in North America. Their customer base includes renowned organizations like NASA, Boeing, Belkin, and Kohler. Hawk Ridge has one of the industry’s largest technical support teams, with a 2:1 ratio of engineers to sales. The company prides itself on its call response times, which beat the benchmarks in the software industry, with more than 95% of calls answered within the first 30 seconds by a technical support engineer. Hawk Ridge’s average customer satisfaction rating is 98%.

The Challenge

Hawk Ridge Systems, a leading provider of design, engineering, and manufacturing software, and 3D printing solutions, was facing a challenge in terms of team collaboration. The company, which boasts a large technical support team and a customer base of over 26,000 in North America, was in need of a robust team messaging and collaboration solution. The Operations Manager, Samuel Eakin, had already moved the company's enterprise communications to the cloud and was looking for a solution that could be deployed company-wide. Some members of the organization were using a free version of a collaboration application, which posed a dilemma for the IT team - whether to purchase the paid version for broader deployment. However, this approach had several drawbacks, including cost and lack of integration with the company's voice and web conferencing applications.

The Solution

The solution came in the form of RingCentral Glip, a team messaging and collaboration tool. Glip offered the advantage of being integrated with RingCentral's other functionalities, which meant that adding it to the existing RingCentral installation would provide Hawk Ridge with a fully integrated voice, messaging, team collaboration, and web conferencing solution. Moreover, Glip comes free with RingCentral Office, thereby eliminating the cost concern. Upon evaluation, Eakin realized that Hawk Ridge could also benefit from Glip's powerful task management capabilities, either to replace or integrate with the current task management tools in use. The integration of all communications within one solution meant that teams could initiate video and screen share conferences with a single click, and make enterprise-quality voice calls, even adding as many guest users as they wanted, without any additional cost.

Operational Impact

The implementation of RingCentral Glip has significantly improved team collaboration at Hawk Ridge Systems. The integrated solution has streamlined communication, making it easier for teams to initiate video and screen share conferences, and make enterprise-quality voice calls. The powerful task management capabilities of Glip have also been beneficial, either replacing or integrating with the current task management tools in use. The solution has eliminated the need for additional cost for guest users, further enhancing the company's operational efficiency. From Eakin’s point of view, none of the existing solutions on the market could offer Hawk Ridge the range of functionality his company gets with RingCentral and Glip, making it the ideal communications platform for the company.

Quantitative Benefit

More than 95% of calls are answered within the first 30 seconds by a technical support engineer, beating industry benchmarks.
Customer satisfaction rating is at an impressive 98%.
Cost savings achieved by using Glip, which comes free with RingCentral Office.