BA Life
The global provider of virtual events for the business analyst community uses RingCentral Events to deliver world-class learning to professional BAs worldwide.
REMCO
REMCO triples its call-center visibility, saves 40 hours a month, with RingCX and AI Quality Management
Region
Americas
Company size
400–4,999
Industry
Professional Services
Products used
One of the things I’m proudest of since our RingCX implementation is that we’re able to give our agents detailed weekly performance reports. Our goal has always been to give every agent the tools, training, and feedback to shape their careers with the company. Now that we have these excellent analytics and AI capabilities, we’re delivering on that promise to make our agents more successful.
Joelle Fleeger
Customer Service Manager
Providing refrigeration services to thousands of Mid-Atlantic businesses
Modern-day shoppers have so many options at today’s supermarkets that we often take the experience for granted. One key technology keeping thousands of these products fresh every day is commercial-grade refrigeration. For thousands of businesses across the Mid-Atlantic—grocery stores, shopping malls, food processing plants, and others—the refrigeration service they trust is REMCO, Inc.
REMCO has been providing refrigeration, electrical, and mechanical-contractor services for decades. The company earned such a strong reputation in the region that in 2006 REMCO expanded its offering to include HVAC, plumbing, facilities management, and other services to businesses throughout the area. Today REMCO’s 800 employees and fleet of 500 vehicles serve companies across seven states and the District of Columbia.
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A phone provider that fell short
Tom Fries, Director of IT for REMCO, explains that the company’s previous telephony infrastructure was highly prone to outages. “We were down about once a week. I’d often have to fix some part of the on-prem hardware that failed. And I’d have to do it myself because submitting a ticket to the provider, or calling their customer service number, usually got us nowhere.”
As Customer Service Manager Joelle Fleeger says, the phone system’s shortcomings also included a lack of important capabilities. The missing functionality, she explains, undermined her department’s ability to operate at peak efficiency.
“We had very little visibility into what was happening with our agents. I couldn’t be sure who was on a call, who was available to take calls, how many calls our agents were taking, or how long they were. When we needed to review a previous call, I had no way of searching for the relevant information or even figuring out which call it was. So I’d often have to ask Tom to listen to a day’s worth of calls just to find the key piece of information we needed.”
We have access to so much valuable business intelligence now with RingCX and the AI QM that we are finally able to establish a baseline for the key metrics we want to track such as agent status, their login and logout times, average handle time, and call queues.
Joelle Fleeger
,
Customer Service Manager
Empowering customer service teams with RingCentral
Ready to upgrade from their error-prone telephony infrastructure, REMCO first deployed RingEX, the unified communications platform from RingCentral. After that company-wide implementation proved successful, the customer service team rolled out RingCentral’s contact center solution, RingCX.
As Joelle explains, this deployment began benefiting her customer service organization almost immediately. “Right from the beginning, I had far more visibility than ever into what was happening with my agents,” she says. “As I’ve begun using more of RingCX’s dashboard and analytics functionality, I’ve at least tripled my visibility into our department’s operations.”
3x
more visibility into agent performance with RingCX’s Supervisor dashboard and Analytics
10 hours
saved each week using RingCX’s Analytics and AI capabilities
50%
reduction in average call wrap-up time since deploying RingCX
Now I can see how long the typical call takes and whether each agent is answering their fair share of calls. And now that our agents know we can monitor their call volume throughout their shift, the typical call wrap-up time is down by about 50%. Just adding some accountability has dramatically improved our department’s efficiency.
Joelle Fleeger
,
Customer Service Manager
Tom and Joelle have also implemented RingCX’s AI Quality Management, which is enabling additional operational improvements for the customer service team.
“I’ll often need to find a specific detail from a previous call, maybe a question a customer asked and our agent’s response, or just a reference to a specific customer location,” Joelle explains. “When this happened before RingCX AI Quality Management, I’d have to ask Tom to listen to a bunch of calls. But now that we have these auto-generated call summaries and transcripts, I can just search for what I need and find it quickly.”
Using the AI Quality Management call summaries and transcripts, I’m saving about 10 hours a week being able to zero in on exactly the content I need. I’ve had senior managers ask to review a specific call, and they can’t believe how quickly I’ve been able to bring them to precisely the spot they wanted to hear.
Joelle Fleeger
,
Customer Service Manager
A support team that never gives the cold shoulder
While Joelle continually finds new ways to improve operations by spending more time in the RingCX platform, Tom provides a different type of compliment from an IT perspective.
“Having RingCX deployed for Joelle’s team and RingEX for the rest of the organization means I’m spending less time than ever dealing with phone issues,” he says.
I’m no longer rushing into the office after hours to fix something that broke, or sending a trouble ticket into a black hole because I know the provider won’t answer. From our implementation and right up through today, working with RingCentral has been an excellent experience.
Tom Fries
,
Director of IT
Big plans for RingCX
As Joelle explains, she knows her department has only scratched the surface of what they’ll be able to do with RingCX.
“In the first year since our deployment, we got a lot of value from the capabilities we implemented,” she says.
“My agents can now review calls and find specific exchanges in a call to catch some detail they can’t remember. My training specialist uses the listen-in feature to monitor agents’ performance and know when to jump in. And we’re all learning about what metrics we need to track and what KPIs we should set for success. But I’m even more enthused about what other operational improvements we can create as we roll out more of the platform—especially the AI Quality Management capabilities.”
Based on the workflow successes we’ve already seen using RingCX, I’m confident that as we take advantage of more capabilities in the platform, we’re going to keep improving our agents’ performance, our customer service operation, and our business overall.
Joelle Fleeger
,
Customer Service Manager
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