A woman and a man shake hands inside a car dealership, signifying a successful negotiation or agreement.

How AUTOPAY drives world-class lending experiences while slashing overhead

Region

Americas

Company size

400–4,999

Industry

Financial Services

Products used

Key integrations

KEY METRICS

$500k

annual savings since migrating all of the company’s telephony to RingCentral

<3%

average call abandon rate now that all agents are using RingCX

10%+

of agents’ time saved with the Google Chrome extension in the RingCentral App Gallery

Overview

AUTOPAY faced an operational breaking point when workforce demand spiked by 50%, exposing the fragility of their legacy PBX system. By migrating to a unified cloud platform featuring RingCX and RingEX, the company made scaling its team easier and more cost-effective than ever, while providing its managers with key insights to more effectively guide marketing resources to the right places, creating workflow efficiencies for its 300 loan specialists, and slashing the call abandon rate to below 3%. And even with all of these operational improvements, the migration to RingCentral is also saving the organization $500,000 in annual overhead.

One of the reasons I know we made the right choice migrating to RingCX and RingEX is that the system never goes down. In my years running other systems, outages were a regular thing. Not with RingCentral. And considering how vital the phone is to our ability to close business and serve customers, that rock-solid stability is invaluable.

Bill Heep

Director of Communications and Systems

About our customer

AUTOPAY has connected more than 70,000 drivers with competitive financing and refinancing options since 2010. By prioritizing transparent, high-speed lending experiences, the company maintains an A+ rating with the Better Business Bureau and a 4.5-out-of-5 average star rating across more than 1,000 customer reviews.

The challenge: Technical instability and growth bottlenecks

In 2020, AUTOPAY encountered a massive 50% surge in demand that pushed their on-premises infrastructure, consisting of a PBX and desk phones for each of the company’s 100 employees, beyond its limits. The challenges of maintaining aging telephony hardware, as well as the inefficiencies of having to pay for new phones and lines for the hundreds of new employees they were planning to bring on, made the company’s legacy telephony environment increasingly problematic.

Cost inefficiencies: Every new hire under the previous carrier model required capital expenditure on telephony and added overhead to the monthly budget.
Operational blind spots: The company’s previous vendor took time to set up numbers, meaning the marketing team needed to wait to create unique numbers for new campaigns, meaning the company couldn’t launch as many campaigns and needed to wait longer to receive useful data and insights from the inbound leads those campaigns generated.

The solution and ROI: A high-performance cloud-based contact center

To overcome the obstacles of rigid and inflexible telephony hardware, AUTOPAY adopted a unified cloud communications platform powered by RingEX for business communications and the RingCX contact center solution for customer calls. By shifting from inflexible legacy hardware to a centralized, cloud-based communications environment, they have optimized agent workflows and secured their infrastructure against future volatility.

RingCX
- Maintains a call abandon rate of less than 3% by intelligently routing the more than 1,500 daily inbound calls to the most qualified available agents based on the nature of the lead and the specific skills of the agent.
- Automates administrative reporting and tracking, which allows Sales Managers to save at least 20% of their time by easily finding the relevant recorded calls to listen to for review, coaching, and training.
- Provides valuable business intelligence–for example, by easily setting up dedicated toll-free numbers for each campaign and showing the management team which types of campaigns are generating more or fewer qualified leads.
RingCentral Open Platform provides the company an API to synchronize RingCX with their internal CRM to ensure the sales team makes initial contact in under sixty seconds with new leads coming in from their marketing campaigns.
RingEX SMS facilitates quick, easy document sharing, allowing 300 customers to photograph and text titles and licenses loan to specialists without interrupting the live call.
The RingCentral App Gallery’s Google Chrome extension helps improve agent time savings more than 10% by enabling immediate, one-click RingEX dialing from any web screen.

RingCX contact center dashboard with ongoing call on follow-up questions.

What’s next for AUTOPAY

AUTOPAY’s Communications and Systems Director Bill Heep and his team are currently preparing to deploy AI Quality Management (AI QM) for RingCX to provide automated, comprehensive scoring across every customer interaction. This upcoming phase will also include implementation of the AI Conversation Expert (ACE) for RingEX to extract deeper insights from other customer-facing calls. This transition ensures that AUTOPAY’s decade-long history of reliable lending is supported by a future-proof technical foundation.

To learn more about our customer, visit AUTOPAY.

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