Redwood Funerals
Redwood Funerals deployed a single RingCentral UCaaS platform to meet the differentiated operational and customer service requirements of four separate businesses.
The Pest Rangers
This 5-star pest control company uses RingCentral’s AI Conversation Expert (ACE) to improve sales rates, grow recurring revenue, and continually improve its customer experience.
Region
Americas
Company size
20–99
Industry
Consumer Services
Products used
30%
increase in sales close rate
50%
reduction in missed appointments
25%
increase in recurring revenue
Prospects are often tense when they call us due to a pest problem, so we've got to provide excellent customer service. With RingCentral ACE, we can automatically record, summarize, and learn from every call. Those insights have helped us quantifiably improve both our service and sales efforts.
Jeff King
President
Protecting thousands of Pennsylvanians from infestations every year
When roaches, rodents, or ants overrun a property, the pest infestation can be more than an inconvenience. For many, it's an urgent, emotional crisis. Thankfully for the residents and commercial property owners of Pennsylvania, there’s The Pest Rangers.
This family-owned and operated company protects thousands of homes and businesses throughout the state each year, ridding these properties of common pests and preventing new ones from moving in and causing havoc. The company delivers outstanding service so consistently that The Pest Rangers has earned more than 3,500 5-star customer ratings across multiple review sites, including Google Reviews.
Discover AI Conversation Expert
Lack of visibility triggers search for AI-powered communications
Jeff King, president of The Pest Rangers, knows his employees are dedicated and committed to excellent customer experiences, a fact consistently proven by the company’s stellar customer reviews. Despite this success, Jeff worried he was missing critical opportunities to improve operations because he lacked sufficient visibility into the details of the company’s sales and support calls.
The Pest Rangers has relied on RingCentral business communications since 2019, utilizing both offshore and onsite agents for sales and customer service. Despite this, Jeff was noticing a lack of visibility. As he explained, "there were important details affecting service and sales success that I couldn’t measure because my team didn’t have time to listen to every call.” He was left with critical, unanswered questions: How many times were customers calling to complain about a missed appointment? Were his employees always suggesting the profitable monthly service plan over the one-time visit, as they were trained to do? Did prospects mention a competitor, and if so, which one? And most importantly for marketing, if they ran a local ad, were they asking if callers found them through that ad, so they’d know whether or not it was effective?
ACE delivers complete visibility and immediate wins
That's when RingCentral’s AI Conversation Expert (ACE) provided the necessary visibility. As Jeff explains, The Pest Rangers immediately gained complete visibility into these and other call details as soon as he implemented ACE, which allowed his team to quickly review summaries and details of every inbound and outbound call. The first massive operational improvement, Jeff recalls, was the dramatic fall in missed appointments.
The first massive operational improvement, Jeff recalls, was the dramatic reduction in missed appointments. “One thing we realized was that call-takers weren’t always putting appointments on the technicians' schedules, but those trends didn’t bubble up to management because their colleagues didn’t want to get them in trouble. I understand that everybody makes mistakes. But it’s also important we know when and why we’re missing appointments, because that’s a big customer service issue.”
The immediate change was fascinating. As soon as everyone realized the ability to record and search all calls created total transparency, employees knew we could quickly pinpoint where an issue originated, like a missed appointment. Almost overnight, our missed-appointment rate fell by 50%.
Jeff King
,
President
ACE also leads to improved sales metrics
Jeff explains that employees who answer calls now know that the AI Conversation Expert records and summarizes every interaction. "That provides a real incentive for us all to be as present and persuasive as we can on these calls," he says.
The results are significant. Jeff reviewed the data from before and after ACE deployment and found a clear positive effect on their bottom line: The recurring revenue rate has jumped at least 25%. This confirmed that more employees were successfully making the all-important upsell offer for their monthly plan. In fact, Jeff adds, the improved recurring revenue rate is just one side of the coin; he has seen an even more impactful improvement in The Pest Rangers’ overall sales numbers since deploying ACE.
The close rate is a critical sales metric for us. Before RingCentral ACE, we averaged 46%. Now, since implementing ACE, our sales close rate is surpassing 60%.
Jeff King
,
President
RingCentral integrations prove valuable for onboarding, learning, and coaching
Jeff points out that his management team gleans valuable, actionable insights from ACE by strategically connecting their data to the staff's everyday workflow tools. For example, the management team uses the RingCentral integration with Airtable to deliver specific calls to managers for further attention. “We’re tracking calls for certain types of keywords,” Jeff explains. “If ACE flags any of those words, it’ll send the call to our Airtable environment and flag the relevant manager to review it. That has proven invaluable for training and coaching purposes.”
Finally, Jeff notes, having a rich, easily searchable library of real-world calls helps the company onboard and train new-hires much more quickly and at a lower cost than they had expected.
We discussed hiring a sales coach but that was expensive and not scalable. Now, we use ACE to identify and share calls that can teach new people what to do and not to do. It’s speeding up onboarding and helping us make these new team members effective much sooner.
Jeff King
,
President
Eager to uncover more insights and workflow improvements
The Pest Rangers team is looking forward to taking advantage of an upcoming integration between RingCentral and Clypboard, their pest control specific CRM: Jeff expects this connection will significantly increase visibility and help them gain business intelligence by linking the RingCentral ACE environment to their daily productivity applications.
We're planning to integrate our RingCentral environment with our pest control CRM, Clypboard. I'm excited because when a customer calls in, our staff will have everything right there—call history, customer profile, and recent orders. This seamless access will allow us to create an outstanding call experience.
Jeff King
,
President
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