How a strategic partnership with Maverick Networks delivered seamless Microsoft Teams integration and AI-powered service for a California public utility.
Modesto Irrigation District (MID) is a public utility in California delivering water and electricity to its community. The IT team manages telecommunications, cybersecurity, infrastructure, and operations across both IT and OT systems.
With a 40-person IT team that supports everyone, from ditch tenders in the field to customer service reps in the call center, clear, reliable communication is critical.
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.
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:
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.
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:
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
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 no longer needed to forward calls to personal numbers or worry about missing information. With RingCentral's mobile and desktop apps, everyone stays 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.
Real change for staff, support, and customer service.
Teams plugin, mobile app, and desktop interface made the transition easy. Support tickets dropped as staff became more self-sufficient.
Instead of waiting in vendor queues, MID now relies on Maverick engineers for support and quick escalation through a known partner.
Every voicemail is transcribed and sent via email. Saves time, improves accuracy, eliminates the risk of missed messages.
RingCX and RingSense give the customer service team better visibility, call monitoring, and quality control.
RingCentral's Teams integration centralizes communication without making employees learn another platform.
Linemen, IT staff, and everyone in between can make and receive calls on mobile, desktop, or in Teams with a consistent experience.
Everybody loves it. That one feature made a big difference across the board. Bruce Rankin
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 is 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.
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
Let Maverick Networks help you find the right solutions for seamless, reliable, and scalable communications.
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