1 | © 2017 RingCentral, Inc. All rights reserved.

David Marler, VP, Customer SuccessNoomi Codon, Director, Voice of the Customer

A Flawless CEM Journey with CRM Integration

2 | © 2017 RingCentral, Inc. All rights reserved.

Largest and Fastest-growing UCaaS Provider

$400MRevenue Run Rate

150MCalls a Month

2,500Global workforceYoY Office Growth

40+ %

3 | © 2017 RingCentral, Inc. All rights reserved.

VoCInitiative

VOC integrated into sales, customer support, and

CSM teams

Customer experience is the new competitive battleground

Corporate Business Initiative

Move into the Upmarket customer segment

Corporate Brand Initiative

Customer-Centric Culture and Competitive Differentiator—flawless customer journey

4 | © 2017 RingCentral, Inc. All rights reserved.

Why Integrate

CEMCRM

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Why Integrate

CEMCRM

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Why Integrate

CRM+CEM

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The path to a seamless integration

Collaborative Partnership Cross-Team Workshops

Design Framework

Integration

TrainingRequirements

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Game-changing outcomes

Engaging and empowering

Improved processes

Implementation attach rate increased 50%

Closed-loop system

99.9% - Support91% - Relationship

Enterprise NPS increased 23 points

Accountability

Over 7000 positive reviews

All hands on board

Support 8.5 to 9.2 CSAT

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What We Learned

Planning EducationTrial and ErrorPartnering

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Continuous improvement and scalability

GlobalExpansion

CSMTraining

CustomerTraining

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Are you ready?

Q&A