Detroit Pistons
The Detroit Pistons achieves 30% time savings with RingCentral AI, improving issue resolution and service quality.
The Escape Game
The top escape-room provider in the US uses RingCX to deliver outstanding experiences to the company’s tens of thousands of monthly callers.
Region
Americas
Company size
400–4,999
Industry
Sports & Entertainment
Products used
Key integrations
We’re so driven to deliver outstanding experiences that even as our old call center software failed, we averaged 4.86 out of 5 on guest surveys. That’s how committed our team members are. But since we migrated to RingCX, our rate of calls answered is up 16%, bookings are up 7%, and we’re operating 100% more efficiently.
Daniel Daher
Senior Director of Marketing
A world-class experiential entertainment company
If you assume all escape rooms are interchangeable, you haven’t experienced one of the immersive adventures offered by America’s #1 provider, The Escape Game. But if you ask one of the 10 million guests who have played at one of The Escape Game’s 50+ US locations, they can tell you what sets these experiences above all others in the industry.
The first differentiator is The Escape Game’s unmatched attention to detail and craftsmanship. Working in the company’s Adventure Factory in Nashville, the design team handmakes all escape-room experiences and ships them to locations around the country. Another reason The Escape Game consistently earns high praise from guests (including a Net Promoter Score of 88) is that the company sets up its escape rooms in only the most iconic locations—not strip malls or industrial parks but world-class locales like The Mall of America in Minneapolis and the famous International Drive for the company’s Orlando location.
The Escape Game has earned such respect for its world-class experiences, in fact, that some of the biggest names in entertainment—including Disney, Amazon Studios, and NBC/Universal—have commissioned the company to create custom experience builds.
Explore our RingCX demo
Escaping a poor-performing contact center solution
The Escape Game’s mission to provide every guest an epic experience extends beyond the company’s escape rooms. “We’re all driven to make every touchpoint with every guest positive and memorable,” says Daniel Daher, The Escape Game’s Senior Director of Marketing. Daniel explains that as the company picked up its pace of growth, adding roughly 10 new locations each year, its contact center software reached the limits of its scalability.
“Our first problem was reliability. As we expanded our national footprint and call volume went up, the system went down more frequently. Given the importance we place on creating outstanding experiences, that wasn’t acceptable.”
Another growing challenge, Daniel adds, was cost. “The system’s pricing model was based on usage. So as we added more locations and took more calls, our bills shot up, especially during busy times of the year. I couldn’t accurately predict our costs, either, because call traffic varied.”
Finally, Daniel notes, he became increasingly frustrated with the provider’s lack of support. “They were often inaccessible because their support team worked different hours,” he says. “So there was often a several-hour delay in getting a response, even when we had urgent issues.”
“Our first problem was reliability. As we expanded our national footprint and call volume went up, the system went down more frequently. Given the importance we place on creating outstanding experiences, that wasn’t acceptable.”
Another growing challenge, Daniel adds, was cost. “The system’s pricing model was based on usage. So as we added more locations and took more calls, our bills shot up, especially during busy times of the year. I couldn’t accurately predict our costs, either, because call traffic varied.”
Finally, Daniel notes, he became increasingly frustrated with the provider’s lack of support. “They were often inaccessible because their support team worked different hours,” he says. “So there was often a several-hour delay in getting a response, even when we had urgent issues.”
With RingCX, I realized we could solve all our contact center problems: reliability, scalability, and support. And even though RingCX is better than our previous solution in all these areas, it’s cut our costs by 50%.
Daniel Daher
,
Senior Director of Marketing
RingCX powers The Escape Game to gain insights
Daniel points out that The Escape Game’s Guest Care team focuses on different goals and metrics from the typical contact center department. That’s one reason he’s so grateful for the flexibility of RingCX and the help he’s received from the RingCentral account and project management teams.
“We’re not trying to end guest calls as quickly as possible,” Daniel says. “I tell our Guest Care team to stay on the phone as long as a guest wants. Sometimes they’re calling in because they’re headed to a local escape room and want a restaurant recommendation. Or maybe they’re asking where to park. With RingCX, we have all the local info for our stores, including a guest’s booking details, pop up immediately on the screen, so our team members can be helpful right from the start no matter what the guest needs. And sometimes a guest just wants to talk about their experience at one of our stores, and we’re happy for that as well.”
“In fact,” Daniel adds, “we regularly celebrate when a team member has a guest call that runs more than 20 minutes.” To monitor calls this way, Daniel asked his dedicated team of RingCentral project managers to help customize his RingCX built-in reporting dashboard.
“We’re not trying to end guest calls as quickly as possible,” Daniel says. “I tell our Guest Care team to stay on the phone as long as a guest wants. Sometimes they’re calling in because they’re headed to a local escape room and want a restaurant recommendation. Or maybe they’re asking where to park. With RingCX, we have all the local info for our stores, including a guest’s booking details, pop up immediately on the screen, so our team members can be helpful right from the start no matter what the guest needs. And sometimes a guest just wants to talk about their experience at one of our stores, and we’re happy for that as well.”
“In fact,” Daniel adds, “we regularly celebrate when a team member has a guest call that runs more than 20 minutes.” To monitor calls this way, Daniel asked his dedicated team of RingCentral project managers to help customize his RingCX built-in reporting dashboard.
We have different KPIs from most call center teams, and I needed help customizing RingCX for our unique use cases. I felt truly supported by our RingCentral team. It was night and day from our previous provider.
Daniel Daher
,
Senior Director of Marketing
Another way The Escape Game has been able to customize RingCX functionality for their unique needs, Daniel explains, is with a creative solution for missed calls. “If the call volume is high and our team members miss one, we always want to call the person back as quickly as possible. So our RingCentral team created a clever customization where each missed call gets classified in the system as a lead, and then we use the Fetch Leads feature to populate those numbers as leads to call back. It’s a very efficient way to be responsive to missed calls.”
50%
cost savings since switching contact center operations to RingCX
16%
increase in call-answer rate (and a 7% boost in bookings) using RingCX
30,000
calls answered monthly by the Guest Care team using RingCX
RingCX AI features help create a world-class guest experience
All of The Escape Game’s roughly 30,000 monthly calls from guests across the country flow into the Guest Care operation at the company’s Nashville headquarters. Diverting these calls away from local stores means the employees at each location can focus on serving their guests instead of answering the phone.
As Daniel explains, this process works seamlessly because RingCX’s feature-set helps the Guest Care team deliver outstanding service to each caller. “We all appreciate the intuitiveness of the user interface, and I’m very grateful for the customizability of the system, for example how easy it is to customize dispositions.”
Daniel adds: “The AI Summaries feature has been invaluable. If a guest is in the middle of a booking but needs to end the call, RingCX makes it easy for the next team member to quickly see details of the earlier call, so they can pick up where the previous team member left off and make that follow-up smooth and convenient for the guest. That really supports our mission to create excellent guest experiences.”
Daniel also points out that RingCX’s call recordings provide visibility into team member performance and valuable coaching material. “All we had with our old software was real-time monitoring. With the call recordings RingCX gives us, we can review old calls, search for calls with specific keywords in the transcripts, and find calls based on win-loss or other details. That means we can find commonalities among calls that succeed or fail, and use that to enhance onboarding, training, and coaching, which RingCX has already made much simpler and more efficient. And overall, our visibility into team performance is up at least 100%.”
In addition to the insights his team is gaining through the call recordings, Daniel notes that he’s able to boost visibility even more using RingCX’s reporting and analytics capabilities. “The reporting system is like a sandbox where we can find information on pretty much any metric or performance detail we could ever need or want.”
As Daniel explains, this process works seamlessly because RingCX’s feature-set helps the Guest Care team deliver outstanding service to each caller. “We all appreciate the intuitiveness of the user interface, and I’m very grateful for the customizability of the system, for example how easy it is to customize dispositions.”
Daniel adds: “The AI Summaries feature has been invaluable. If a guest is in the middle of a booking but needs to end the call, RingCX makes it easy for the next team member to quickly see details of the earlier call, so they can pick up where the previous team member left off and make that follow-up smooth and convenient for the guest. That really supports our mission to create excellent guest experiences.”
Daniel also points out that RingCX’s call recordings provide visibility into team member performance and valuable coaching material. “All we had with our old software was real-time monitoring. With the call recordings RingCX gives us, we can review old calls, search for calls with specific keywords in the transcripts, and find calls based on win-loss or other details. That means we can find commonalities among calls that succeed or fail, and use that to enhance onboarding, training, and coaching, which RingCX has already made much simpler and more efficient. And overall, our visibility into team performance is up at least 100%.”
In addition to the insights his team is gaining through the call recordings, Daniel notes that he’s able to boost visibility even more using RingCX’s reporting and analytics capabilities. “The reporting system is like a sandbox where we can find information on pretty much any metric or performance detail we could ever need or want.”
Gaining real-time insights with the Balto integration
Daniel points out that by implementing the Balto for RingCentral integration, he’s created additional operational improvements for his Guest Care operation. “By integrating Balto into our RingCX environment, my team and I can now analyze team member performance much more closely and uncover key intelligence, like how the team member’s sentiment on calls affects the outcome.”
One insight we discovered after integrating Balto with RingCX was that ‘agreeability’ is a common theme in our most successful calls. We used that knowledge to coach team members on using more agreeable language.
Daniel Daher
,
Senior Director of Marketing
Planning to grow with RingCentral
Daniel points out that from an IT communications standpoint, he feels much more comfortable with The Escape Game’s rapid pace of growth, because he knows the company has the right contact center solution in place to power that growth without compromising the guest experience.
“RingCentral is going to help our team scale well as we grow and train our team more efficiently because of the teamwork it facilitates and the ability it gives us to help our team members through the visibility we have."
“RingCentral is going to help our team scale well as we grow and train our team more efficiently because of the teamwork it facilitates and the ability it gives us to help our team members through the visibility we have."
It’s difficult to compare RingCX to our old contact center, because that system did so little for us. I’d say the improvement to our efficiency and visibility is infinite. That’s why we’ll be using RingCX for the long-term.
Daniel Daher
,
Senior Director of Marketing
More to explore
PMU
Thanks to RingCentral, the organizer of horse racing, sports and poker betting is building customer loyalty across all digital channels.
Jacksonville Jaguars
The Jacksonville Jaguars Build a Championship-Level Customer Experience with RingCentral Contact Center
Houston Texans
The top-10 fan-favorite NFL team uses RingCentral Contact Center to improve its sales and support operations, increase employee mobility, and consolidate communication services.
Golden State Warriors
The NBA’sGolden State Warriors use RingCentral to keep their champion workforce connected — and winning.
Orlando Magic
How this NBA team uses RingCentral Contact Center to deliver champion-level service.