Overview
GetPipe.com faced a breakdown in customer engagement as rapid e-commerce growth overwhelmed its small service team. By implementing RingCentral AI Receptionist (AIR), the company automated its front-line response, helping the team reclaim 38% of its time each day for more productive work than answering phones. This automation also eliminated internal "call-bouncing," drastically reduced employee stress, and established a professional global presence while freeing the team to focus on high-value sales.
Our customer service staff was stretched thin. The AI Receptionist is streamlining inbound calls by directing them to the right place, freeing up approximately three hours per day, per person.
Corbin Lichty-DeWitt
eCommerce Operations Manager
About our customer
GetPipe.com, a division of Hempel Pipe & Supply based in Davenport, Iowa, has provided a full line of industrial pipes, valves, and fittings since 1984. The family-owned distributor transitioned from a local parts focus to a high-volume international e-commerce leader that competes with global giants like Home Depot.
The challenge: Drowning in e-commerce success
Adding an e-commerce presence led to massive company growth almost immediately, sending order volume from 50 per week to 200 per day, which left the small customer service team completely bombarded by phone calls. As this rapid growth continued long-term, nearly doubling year after year, the team grew accustomed to a constant state of distraction and inefficiency, as every ring required an employee to drop their current task to answer the main line.
