RingCentral® Enables Canada’s Top Insurance Services Company, SCM®, to Support Its Mobile and Hybrid Workforce to Better Serve Clients

SCM Insurance Services, the parent company of Canada’s largest independent claims management firm, enables its employees and clients to stay better connected and productive with RingCentral, Inc., a leading provider of global enterprise cloud communications, video meetings, collaboration, and contact center solutions. RingCentral makes it easier for SCM’s mobile and hybrid workforce to respond to clients and deliver outstanding customer service.

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“Because RingCentral Video makes it easy to schedule a video call or start one on the fly, we’re using it across the board for our team meetings and talks with clients. Those video calls make our communications richer and more meaningful”

With RingCentral MVP (Message Video Phone), SCM’s claims adjusters can call, meet, and message from anywhere all from one app. During catastrophic events like wildfires and floods, the speed and responsiveness of claim handlers can mean everything to the victims. As such, SCM needed to replace its disjointed network of legacy communications systems that struggled to support its growing mobile and hybrid workforce. With its new RingCentral cloud communications solution, SCM is better positioned to provide fast, personal support to its clients when they need it most.

“With RingCentral, we can quickly spin up local numbers for any region affected by a disaster. We can easily provide local phone numbers to our staff who have mobilized to support the disaster and reassure victims they’re getting help from someone close by,” said Mike Ackroyd, Chief Information Officer of SCM.

SCM found that with RingCentral Video®, they could add both a face-to-face component and screen-sharing capability to their communications, translating into operational benefits companywide. “Because RingCentral Video makes it easy to schedule a video call or start one on the fly, we’re using it across the board for our team meetings and talks with clients. Those video calls make our communications richer and more meaningful,” added Ackroyd.

“Organizations like SCM, which play a critical role in the insurance claims process, require business communications solutions that meet the needs of people working from anywhere,” said Carson Hostetter, Chief Revenue Officer at RingCentral. “We are excited to partner with SCM to bring the power of our industry-leading platform to their employees and clients.”

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SCM uses RingCentral Video to keep the IT team feeling more connected. Joseph Lalla, SCM’s VP of IT Support Services, has set up what he calls his ‘Office Hours.’ He keeps his RingCentral Video open for a set time and lets anyone join in speaking with him privately—whether it’s work questions, challenges, or even golf. The feedback from staff has been highly positive. The team appreciates connecting face-to-face in a private, informal setting, which many of them haven’t been able to do much since the pandemic began.

“I set up my RingCentral Video ‘Office Hours’ to let my team members talk with me informally about whatever is on their minds and regain that sense of team,” said Lalla. “We think of RingCentral as a partner helping us amplify our work. They’ve become a core part of how we run our business.”

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