Overview
REMCO faced operational bottlenecks due to a lack of visibility into customer interactions and inconsistent manual coaching methods. By adopting RingCX, they moved from fragmented dispatching to a unified, AI-powered contact center. This shift allows leadership to monitor 100% of calls via automated scoring, ensuring that their 45-year legacy of service excellence is maintained across every digital and voice touchpoint while recapturing lost productivity.
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 RingCX analytics and AI capabilities, we’re delivering on that promise to make our agents more successful.
Joelle Fleeger
Customer Service Manager
About our customer
REMCO, based in Allentown, Pennsylvania, has provided expert HVAC, refrigeration, and plumbing services across the Mid-Atlantic since 1977. The company maintains a large-scale mobile workforce dedicated to high-stakes mechanical maintenance and emergency repair for commercial and residential clients.
The challenge: Inconsistent oversight and dispatch friction
REMCO's previous telephony infrastructure was highly prone to outages, failing roughly once a week and requiring the IT Director to manually repair on-prem hardware. This technical instability was compounded by a complete lack of visibility into customer service operations, leaving managers unable to track basic metrics or locate specific call information.
