SaaS Brief

Ruby Receptionists Brings ‘Wow” to Accounting and Finance

Ruby Receptionists helps small businesses across North America build trust and win new business from the very first “Hello!”. Answering 100% of calls or online chats live to deliver a great first impression, Ruby helps small businesses capture new opportunities, and ensure a WOW-worthy customer experience.

Ruby’s chat specialists and receptionists are highly-trained in the art of service and armed with custom software that enables them to handle each and every interaction per a customer’s personalized instructions.

Founded in 2003, Ruby has grown to serve over 10,000 customers with a workforce of about 630, about 430 of whom are receptionists and chat specialists. Ruby customers include those that value a high-touch, personal experience including attorneys, real estate agents, home and yard service professionals, and financial planners. Ruby  has racked up an impressive list of awards, including a record-breaking 11 consecutive years on the Portland Business Journal’s fastest-growing companies list, and multiple honors as a great company to work for.

Until recently, however, the “wow” factor was missing in Ruby’s accounting and finance practice, as outlined in our Ruby Receptionists customer success story.

Running a desktop version of QuickBooks, the accounting team struggled with a high manual workload and limited insights as Ruby’s business grew. The company lacked the strong controls, security, and reporting it needed, and undertook a search for a more modern and powerful financial management platform.

‘A Significant Business Impact’

Adopting Sage Intacct has transformed accounting and finance at Ruby to be more efficient and a valued strategic partner in business growth, with the robust financial and user controls and security that Alison Heavener, Ruby’s controller, was looking for.

“Sage Intacct provides us with peace of mind and security in knowing that we have proper controls and approval processes in place,” Heavener said.

Replacing manual work with Sage Intacct automation, Heavener’s team has cut in half its monthly close time, from 20 to 10 days. It’s also reduced time needed for credit card reconciliations and preparation for annual audits. Those efficiencies have freed time for accounting professionals to collaborate with executives and departmental managers to optimize the business.

For example, Heavener’s team is now producing departmental budget-to-actual reports that weren’t possible with QuickBooks.

“That’s really given managers visibility into spending by department, location, and other categories that we didn’t have before,” Heavener said. “That’s been very powerful in controlling costs and keeping people on budget — it’s been a significant business impact for sure.”

Data-Driven Growth Decisions

With the new insights, Ruby has seen a gain of 5 percentage points in EBITDA. And Ruby executives and departmental managers have self-service access to real-time data in Sage Intacct, eliminating the days of lag time it would take to address inquiries. That’s enabling more informed, data-driven decisions.

“Sage Intacct lets us really enable people to evaluate and make decisions faster with real information, rather than just guessing. Our executive team is traveling more as they’re looking for growth opportunities, so the ability to have data at their fingertips from anywhere really helps them make decisions on the go, or at board meetings.”

Sage Intacct has also paid off in Ruby’s recent acquisition of ProfessionalChats, a leading online chat service for small businesses to better engage with customers. Rich, easy-to-produce financial reports through Sage Intacct were especially valuable in obtaining financing for the acquisition, Heavener notes.

Overall, Heavener says that Sage Intacct has brought a “wow” factor to Ruby’s accounting team and positions the company to readily integrate acquired companies and add a third receptionist center, on the roadmap for 2019.

“Sage Intacct is really setting up Ruby Receptionists to grow and add another entity with ease,” Heavener said.

Check out our Ruby Receptionists success story to learn more about how the company is using Sage Intacct to drive its business forward.

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