The Playhouse Square Foundation, the second largest theater district next to New York City’s Broadway, operates as a non-profit organization with a strong focus on community and the arts. To enhance their operations and align with budgetary constraints, Playhouse Square sought modernization of their communications infrastructure.  

Using a legacy Cisco call manager system outside its maintenance window, Playhouse Square required an advanced Unified Communications as a Service (UCaaS) solution to support their hybrid work strategy and streamline overall communications. Positive Results provided a cutting-edge UCaaS solution with RingCentral, ensuring seamless integration with their existing ecosystem and enhancing their operational efficiency. 

Client’s Initial Situation 

Playhouse Square was burdened with an outdated Cisco call manager platform that complicated internal and external communications. The organization, which includes over 200 employees spread across various theaters, offices, and remote work locations, sought a simplified and efficient communications system. They also needed to maintain traditional desk phones for some senior leaders, and ensure integration with their Microsoft-centric IT environment.  

Furthermore, Playhouse Square faced challenges with their previous provider, who kept them locked in an inefficient contract. Positive Results was instrumental in negotiating their exit from this contract, paving the way for the new RingCentral UCaaS implementation. 

Solution Implementation 

Positive Results collaborated closely with Playhouse Square’s Vice President and RingCentral’s Professional Services to design and implement the UCaaS solution. The project scope included decommissioning the old Cisco system, evaluating IT and bandwidth requirements, and deploying the RingCentral UCaaS platform. This platform provided robust communication capabilities, allowing employees to connect via computers, desk phones, and mobile devices

The implementation process was highly collaborative and conducted online to ensure minimal disruption. Integration with Playhouse Square’s existing Microsoft environment was seamless, enabling ease of use and quick adaptation. 

Results and Benefits 

1. Significantly reduced annual communication costs by 22%. 
2. Enabled over 200 employees to communicate efficiently both internally and externally using a variety of devices, including computers, desk phones, and mobile phones. 
3. Facilitated rapid adoption of the new platform, with full operational capacity achieved within 3 months of implementation. 
4. Improved internal collaboration and communication flow, contributing to enhanced productivity and employee satisfaction. 
5. Provided the IT team with advanced analytics and management tools, enabling proactive support and real-time troubleshooting. 

This advanced UCaaS solution allowed Playhouse Square to maintain high levels of operational efficiency and ensure continuous communication, even during the challenging COVID-19 pandemic. 

Challenges and Solutions 

The transition to the new UCaaS platform was not without its challenges. Early stages of the implementation revealed the need for greater bandwidth to handle increased call volume and support hybrid work more effectively. Positive Results worked closely with RingCentral to upscale the infrastructure, ensuring smooth performance and seamless communication. This adaptive approach allowed Playhouse Square to handle varying demands and prevented potential disruptions.