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How Keller Interiors scales national flooring business with AI routing
Region
Americas
Company size
100–399
Industry
Construction
Products used
Key Metrics
3 points
Gained in customer satisfaction in four months
87%
Reduced call-wait time
Overview
As a primary installation partner for Lowe's Home Improvement, Keller Interiors struggled to manage growing call volumes that suffered from significant manual bottlenecks. By implementing AI Receptionist (AIR) with RingEX, they transitioned to an automated system that routes callers based on precise location and inquiry type. This shift has eliminated manual friction and reduced call-wait time by 87%, ensuring every customer reaches the right hub instantly while providing a scalable foundation for their continued expansion and service excellence.
AI Receptionist is absolutely worth the investment. The fact that I don't have to manage a person and pay a salary means we can keep our expenses low while maximizing efficiency.
Beth Owens
,
Chief of Staff
About our customer
Keller Interiors has served as a primary flooring installation provider for Lowe’s Home Improvement since 1994. The company now operates 33 locations across 15 states, managing a high-performance logistics network for a diverse range of large scale retail and commercial customers.
The challenge: Manual bottlenecks and call volume surges
Keller Interiors' rapid growth met a significant hurdle when a single number for inbound calls created a daily routing nightmare. A sudden loss of their legacy texting feature, paired with rising rates of missed and misrouted calls, created a service bottleneck. This friction forced frustrated callers into a loop of hanging up and redialing—a 'logistics logjam' that strained system capacity and jeopardized the customer experience.
- Abrupt Disruption: Critical functionality was lost overnight due to their legacy provider’s discontinuation of a heavily used feature.
- The Redial Loop: Poor routing forced callers into a cycle of abandoned calls and immediate redials, blocking genuine inquiries.
- Service Friction: The inability to automatically connect callers to the right regional contact turned coordinators into manual switchboard operators—fueling staff burnout and jeopardizing Keller’s premium service reputation.
The solution and ROI: From manual friction to precise connections
By pairing AI Receptionist (AIR) with RingEX, Keller Interiors created a communication environment where conversational AI acts as the frontline, accurately directing every inquiry before connecting with a staff member.
This synergy ensures that customers and Lowe's store partners are instantly connected to the specific regional coordinator who understands their local project requirements and installation schedules.
These RingCentral solutions deliver the following results:
- RingEX unifies all 33 regional hubs into a single directory, providing the infrastructure for AIR to transfer 100% of calls seamlessly across the national network.
- AIR answers every call 24/7 and routes it based on a caller’s location and specific inquiry, reducing call-wait times 87%, from 12 minutes to 90 seconds.
- AIR Analytics eliminates manual routing friction by monitoring resolution rates, securing a 3-point CSAT increase in just four months.
What’s next for Keller Interiors
As the company continues to grow, they are looking into other ways RingCentral can help automate their customer engagement and workflows. This evolution ensures that their high standard of service remains consistent regardless of how large their national footprint grows. Keller Interiors continues to honor their 31-year history of quality craftsmanship by adopting the modern technology necessary to lead the flooring industry into the future.
To learn more about our customer, visit Keller Interiors.
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