Overview
Brothers Services Company faced significant operational friction due to manual coaching processes and a lack of visibility into agent performance across its workforce. By adopting an AI-first approach with RingCX and AI Quality Management (AI QM), the leadership team replaced subjective auditing with data-driven coaching that has led directly to a 20% increase in appointments booked. This transition resulted in measurable gains in appointment rates and employee engagement, setting the stage for continued expansion through enhanced automation.
Moving to RingCX has removed the guesswork from our operations. The Supervisor dashboard gives us real-time visibility into every interaction, and the auto-generated scorecards we get from AI QM give us even deeper insights into what’s working.
Buddy Boone
Sales Operations Manager for the Lead Lifecycle
About our customer
Brothers Services Company has served as a trusted household name for roofing, siding, and home remodeling since 1985. Over four decades, they have built a reputation for excellence, with nearly a third of their business driven by loyal referrals and returning clients.
The challenge: Manual oversight and technological apprehension
Before modernizing their communications environment, Brothers relied on an antiquated approach to quality control that limited their ability to scale. Leadership managed a distributed team across several states in the US as well as in Asia but lacked a central hub for real-time performance data. Coaching was reactive rather than proactive, typically occurring only when a specific customer issue was flagged.
