How RingCentral MVP Helps Diversity Wireless Partners, a leading AT&T authorized dealer, increase sales | #customersupport #supporticket

Highlights:

• Thanks in large part to RingCentral, the company’s half-dozen retail locations averaged 20% higher sales volume than other wireless dealers during the pandemic.
• The management team uses RingCentral’s call reports to gain valuable business intelligence—including which ad campaigns are working and which aren’t.
  
• Since deploying RingCentral MVP to all retail stores Diversity Wireless Partners has had zero missed customer calls in a typical day. 

Bringing wireless services to underserved communities since the 1980s

For decades, Victor Chapron, co-founder and owner of Diversity Wireless Partners, has been a pioneer in the wireless-communications industry. He developed software that helped some of the first businesses selling wireless pagers operate their companies more successfully. Victor then started his own company selling paging services—from the trunk of his car—which became the largest minority-owned paging company in Illinois, with 100,000 subscribers.

And when Pacific Bell Wireless (now AT&T) tapped Victor to help expand their presence in Southern California, he became the first wireless-communications retailer building stores in traditionally underserved neighborhoods throughout the Los Angeles area.

To run his newest network of branded retail stores—Diversity Wireless Partners, which operates seven locations across Southern California is opening several more—Victor wanted the best business telephony platform on the market. After reviewing offerings across the industry, the decades-long expert in cloud communications chose RingCentral MVP (Message, Video, Phone). 

Unleashing massive operational benefits with RingCentral

Victor explains that with employees in his retail locations moving around the store, focusing on in-store customers, he always knew the company was missing calls to each location’s main number. And the landline phone systems Victor used in the past gave little option but to send those unanswered calls to voicemail.

But Diversity Wireless Partners solved that problem—and many others—when Victor rolled out the unified communications platform RingCentral MVP to the company’s 70 employees.

As Victor explains, with the RingCentral app and advanced call-routing options, the company now has far more opportunities to connect callers with a rep—and capture a potential sale. “Our store reps all have the RingCentral app on their phones, and when a call comes into the store’s main number, it rings on everyone’s mobile app. That’s had such a positive impact on our call-connection rates—which, for a business like ours, means more revenue.”

Using RingCentral’s detailed call data to make better business decisions

As Victor also points out, RingCentral’s sophisticated call reporting and analytics give him greater insights into Diversity Wireless Partners’ operations than ever—insights he’s using to improve the return on investments of the company’s advertising and promotional efforts.

“Say we run a new campaign, distributing thousands of door hangers with a customized phone number on them. I can go into RingCentral’s reports and see detailed call data for that number. If calls are up, the campaign works, and we can continue and even expand it. If the volume isn’t moving, I won’t do a similar campaign until we find the issue. This is visibility we never had before, and it’s helping us make the most of our marketing budget.”

Diversity Wireless uses RingCentral to improve visibility into its operations, improve its call-connection rates, and increase revenue

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Sharing the RingCentral love with other business owners

In addition to his role as owner-operator of Diversity Wireless Partners, Victor consults with entrepreneurs in other fields, sharing his knowledge about starting and growing a business. And while his specific guidance will differ for a restaurant-owner client and an entrepreneur who owns a chain of laundromats, Victor does have one best-practice recommendation that applies to any business owner.

“I’ve told everyone I consult with about the benefits of using RingCentral in their companies,” he says. “From improving customer service, to gaining valuable business insights into what’s happening minute by minute in their stores, to just making sure employees aren’t missing customer calls—there are so many reasons that business owners in any industry should be using RingCentral.”