Overview
Cartelligent, a California-based car-buying and leasing service, struggled to connect high-intent leads with a Client Advisor — 78% of these were routed to an external answering service. RingCentral AI Receptionist (AIR) solved this outright: they eliminated lead abandonment and achieved a 100% direct-connection rate. Their AI Virtual Assistant’s (AVA) call summaries flow into Salesforce through a RingCentral App Gallery integration, giving every team member visibility into the last interaction. Additionally, AI Conversation Expert (ACE) provides data-driven coaching, helping the team maintain an impressive 9.85/10 customer satisfaction score.
RingCentral’s AI Suite has transformed our operations, allowing us to connect with 100% of live leads during business hours and move toward an 85% lead-to-signup target. All while maintaining an elite 9.85/10 customer satisfaction score.
Jessica Carstens
VP of Operations
About our customer
Founded in 2000 and headquartered in Sausalito, Cartelligent has spent over 25 years simplifying car buying and leasing through unbiased advice and statewide dealer negotiation. Operating throughout California, their team advocates for each client, matching each to their ideal car rather than the most convenient sale.
The challenge: Inbound chaos and missed connections
Cartelligent built its reputation on personal, high-touch service. However, a shifting auto market drove a sudden spike in inbound call volume and exposed flaws in their lead management. Their main sales line was drowning in solicitation calls, out-of-state inquiries, and misdirected calls. The consequences were financial and operational. Every minute a genuine buyer spent on hold or with an external answering service was a lost opportunity. Management had limited visibility into live calls, coaching was guesswork, and conversion rates stalled.
