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Porch Optimizes Customer Engagement with RingCentral


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The number of adult sharing-economy users in the US is growing at an unprecedented rate. In 2016, nearly 45 million adults used US sharing economy services to find a ride, schedule a home-cleaning service, choose an academic tutor, or schedule professionals to help with other tasks. The number of adults turning to the sharing economy for services is forecasted to increase to 86.5 million by 2021.

Success in today’s sharing economy requires modern-day communications and collaboration solutions that optimize customer engagement, and Porch is one such provider that’s on the leading edge of this trend. With more than 300,000 national and local providers in its network, Porch connects home-service professionals with customers through its website, and via chat and SMS. Like many companies, Porch took the approach of utilizing disparate call center and legacy PBX systems to communicate with customers and mobilize its workforce. However, Porch found this approach ineffective due to inconsistent service, dropped calls, and poor integration with other key solutions, like Salesforce. In an attempt to optimize customer engagement and workforce productivity, Porch recently turned to RingCentral.

Fast-forward two months and Porch has already seen a dramatic increase in customer satisfaction and realized significant cost savings post implementation. The Porch team has relinquished its multiple-system approach, which proved to be a huge administrative burden on its IT team. With RingCentral, Porch has much more functionality, including omni-channel cloud contact center, web and video conferencing, and access to the RingCentral Mobile app. RingCentral’s ability to integrate with other business applications has proven extremely valuable for the Porch team, leading to immediate ROI.

Benefiting from the flexibility and openness of the RingCentral platform, Porch is leveraging an integrated dialer that allows agents to make calls directly from Salesforce, which increases the quality and efficiency of sales calls. Built-in interactive voice response (IVR) routes customers to the most appropriate representative, thus increasing customer satisfaction.

As Sean Parson, Salesforce Administrator at Porch, put it: “RingCentral’s CRM integration with Salesforce has been a game-changer for our business, as we’re now able to optimize customer engagement and workforce productivity—all from within a single solution.”

For further details, please view the related press release.

Originally published Jan 29, 2018, updated Sep 01, 2021

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