Destination Pet deployed RingCentral’s AI Receptionist, ACE, and RingCX across 180+ locations to replace inconsistent offshore call centers with 24/7 automated support and integrated patient data.
How a top European self-storage company scales with AI
Region
Europe
Company size
100–399
Industry
Healthcare
Products used
KEY METRICS
80%
decrease in time spent on after-call work
since implementing RingCX
since implementing RingCX
50%
drop in call-abandonment rate with
AI Conversation Expert (ACE)
AI Conversation Expert (ACE)
Overview
Faced with a disjointed network of legacy systems and three separate manual inbound processes, one of the UK's largest and fastest-growing self-storage businesses struggled with operational blindness and agent fatigue. By unifying communications with RingCX and RingCentral AI Conversation Expert (ACE), the company eliminated massive administrative backlogs and improved call transparency. Today, they leverage real-time AI sentiment analysis and automated reporting to accelerate lead conversions and secure their future as a data-driven industry leader.
For the first time, we can look at customer satisfaction across the entire service journey. It's a 100% uptick with ACE because the AI proactively scores customer satisfaction, allowing us to move beyond delayed reviews.
Operations Executive
About our customer
This leading storage company, based in Europe, has supported nearly 38,000 customers across 58 different locations since its founding. As one of the UK’s largest and fastest-growing self-storage businesses, they provide essential space solutions for both individual residents and commercial enterprises.
The challenge: A disconnected analog patchwork
The organization struggled with a fragmented communication infrastructure that relied on three separate, manual systems for inbound traffic and an aging legacy platform. This "muddle" created significant friction for 170 agents who found the process of helping customers slow and clumsy.
- Operational Blindness: Management relied on manual spreadsheets for reporting, leaving them without real-time data on sales performance or agent activity.
- Transfer Friction: Connecting a customer from the call center to a local store required agents to manually look up numbers and call ahead, keeping callers on hold for up to a minute.
- Administrative Chokehold: Sales agents were forced to spend 15 to 20 minutes manually entering notes into a proprietary CRM after every single interaction.
The solution and ROI: Intelligent insights and rapid responses
To address the inefficiencies of their legacy setup, the business unifies its customer-facing communications around the RingCentral environment, powered by RingCX and the AI Conversation Expert (ACE). This shift to automated intelligence leads to accelerated response times and gives management total clarity into the customer experience.
- ACE transforms manager productivity by enabling the review of 400 to 500 calls per month, representing a 100% increase in coaching capacity.
- RingCX slashes after-call work from 20 minutes down to just three to five minutes by automatically posting AI-generated summaries directly into the company CRM.
- ACE identifies customer sentiment in real-time, allowing marketing teams to address guest needs immediately rather than waiting for delayed post-call surveys.
- RingCX captures missed opportunities through a new automated overflow and voicemail function, contributing to a 50% drop in abandoned calls.
What’s next for this top self-storage business
The organization is currently preparing to deploy the Insights executive dashboard to transition their remaining analog reporting into a sophisticated, real-time strategy, powered by RingCentral AI Quality Management (AI QM). This shift toward data-driven management ensures the business can view the entire service journey holistically as they continue to expand their footprint. By embracing these AI capabilities, a company built on the physical reliability of traditional storage has successfully evolved into a high-tech leader in customer engagement.
More to explore
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Patient Connect implemented RingCX and AI Agent Assist to modernize their healthcare call center, resulting in a 20% boost in agent productivity and a significant increase in lead generation.
Gameday Men’s Health implemented RingCentral AI Receptionist (AIR) to automate repetitive scheduling tasks, resolving 65% of inbound calls and saving the clinic 14 hours of staff time every month.
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