The Challenge
MID was running an aging NEC phone system that was heading toward end-of-life. Mobile capabilities never really worked, making communication between field crews and the office difficult. During the pandemic, employees struggled to communicate while working from home, and the field teams were often disconnected. The call center operated with limited visibility and lacked the efficient tools they needed.
Choosing a New Approach
When MID issued an RFP for a new phone and contact center system, several major players responded. But one solution rose to the top: RingCentral.
It checked every box:
- Deep Microsoft Teams integration
- A full-featured call center platform (RingCX)
- Built-in AI tools for quality control
- Seamless mobile and remote capabilities
- Strong value compared to cost
But for the IT Manager at MID, the deciding factor wasn’t just the technology, it was the support.
“RingCentral was the most cost-effective and had the best feature set. But the real advantage was having Maverick as our partner. They understood our needs and stayed with us the whole way through.”
MID wasn’t interested in a cookie-cutter deployment. They wanted guidance. They wanted results. And they got both.
Implementation: Two Tracks, One Team
The rollout had two tracks: Unified Communications as a Service (RingEX) and Contact Center as a Service (RingCX). RingCentral managed the CX portion, while Maverick led the EX deployment, which included:
- Porting numbers and removing old infrastructure
- Designing call flows and user profiles
- Training end users and administrators
- Solving in-the-moment issues during go-live
- Coordinating across departments for adoption
Having Maverick involved brought structure and responsiveness that made a big difference. When unexpected challenges came up, it was the Maverick team who dug in and resolved them.
“It would’ve been a much tougher project without Maverick. They really understood what we needed and played that intermediary role for us. You could tell they actually cared about the outcome.”
— Bruce Rankin, IT Manager, Modesto Irrigation District
Adoption and Everyday Use
The difference between old and new was immediate. Adoption was high across all departments. Many employees transitioned to desktop-based or mobile-only phone use without friction.
Field staff will no longer needed to forward calls to personal numbers or worry about missing information. With RingCentral’s mobile and desktop apps, everyone will stay connected without needing a physical phone.
The voicemail transcription feature was a clear favorite. Now, instead of listening to messages and taking notes, staff receive instant email transcriptions they can search, scan, and respond to quickly. This has improved both internal efficiency and the customer experience.
Results
High Adoption, Low Friction
RingCentral’s Teams plugin, mobile app, and desktop interface made it easy for employees to transition. The shift from phones to devices felt natural, and support tickets dropped as staff became more self-sufficient.
Real Support, Fast
Instead of waiting in vendor queues, MID now relies on Maverick engineers for support. The team appreciates the responsiveness and the ability to escalate issues through a known partner who understands their environment.
Voicemail Transcription = Team Favorite
Every voicemail is now transcribed and sent via email. It saves time, improves accuracy, and eliminates the risk of missed messages. What used to be a frustrating, manual task is now effortless.
“Everybody loves it. That one feature made a big difference across the board.” — Bruce Rankin
AI Tools That Make a Difference
The customer service team is using RingCX and AI tools like RingSense for better visibility and quality control. It’s helping them track performance, monitor calls, and improve service delivery.
“Our Customer Service team really liked the AI tools. It gave them better insight and control over call quality.” – Bruce Rankin
Tighter Teams Integration, Fewer Tools
MID didn’t want to introduce another platform that employees had to learn. With RingCentral’s Teams integration, they didn’t have to. Communication is centralized, and adoption has been smooth.
Flexible Communications, Anywhere
From linemen to IT staff, everyone can now make and receive calls on mobile, desktop, or in Teams with a consistent, seamless experience.
“You’re always online, always reachable, and no longer need to publish personal numbers.”
Looking Ahead
Modesto Irrigation District now has a cloud-first communications platform that supports daily operations, mobile field teams, and a high-volume call center. With the transition complete, the IT team are focused on replacing their current IVR with RingCentral, fine-tuning the network to support growing traffic, and rolling out the system to remaining users.
The project proved that moving to the cloud is not just about the software. It's about the support structure, the implementation plan, and having a partner who cares about the outcome.
MID found that in Maverick Networks.
“The difference was having a partner who did more than check boxes. They stepped in, solved problems, and made sure we got the outcome we needed.”
— Bruce Rankin, IT Manager, Modesto Irrigation District
