AUTOPAY

AUTOPAY helps its Sales Managers save 20% of their time with RingCX’s workflow automations

Region

Americas

Company size

400–4,999

Industry

Financial Services

autopay.com

Products used

Key integrations

$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 using RingCentral’s Google Chrome extension for dialing

One of many reasons I know we made the right choice migrating to RingCX and RingEX is that the system never goes down. Ever. In my years running other telephony 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

Helping thousands of customers secure affordable auto loans

Since its founding in 2010, AUTOPAY has helped more than 70,000 customers find auto financing at the best rates available.

Whether they need a new loan or help refinancing into a better one, AUTOPAY consistently delivers for its customers. The evidence: the company has earned 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.

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Stepping on the gas to meet demand

In 2020, AUTOPAY began to see such an increase in demand for its auto-loan services that the company grew its workforce by more than 50%. And to ensure its growing support and sales teams continued to meet this demand, the company turned to the RingCX contact center.

“With a thousand prospect calls a day, we needed the ability to manage both inbound and outbound calls efficiently, at scale, while also delivering an excellent customer experience,” says AUTOPAY Communications and Systems Director Bill Heep, whose first assignment when he joined in 2020 was helping the company find the right telephony solution.

“The co-founders researched a lot of contact center systems, and they found that RingCX best fit their company’s needs. But they didn’t have much experience with telephony. They asked for my advice, because I had managed many communication systems in my career. I told them they were right. RingCX was the best in terms of capability, ease of use, stability, and cost.”

Since we migrated our sales and customer success reps to RingCX, we’ve gotten up to about 1,500 inbound and 1,000 outbound calls a day—and we’re still able to keep our abandonment rate to 3%. No matter how much our operations grow, we’re still consistently able to provide a world-class customer experience.

Bill Heep

Director of Communications and Systems

RingCX gets sales operations firing on all cylinders

Bill explains that when AUTOPAY migrated all of its sales and customer success reps to the RingCX platform, the company began seeing business-enhancing benefits right away.

For example, because RingCX provides an intuitive, self-serve admin portal, Bill’s team found it easy to set up toll-free lines dedicated to inbound leads from specific marketing campaigns, and to add those new numbers to the company’s IVR. As Bill points out, this provided two significant benefits for AUTOPAY.

“Being able to quickly spin up unique phone numbers for each promo helped us get more campaigns into the field, because we didn’t need to wait for the new numbers. It also gave us useful insights, such as the fact that our physical mailers brought in more leads than our emails delivered. This type of data helps us direct our resources to the most effective campaigns.”

Bill adds that by using the RingCentral API to connect RingCX to AUTOPAY’s custom CRM, the company’s inbound sales reps can now capture more business by responding to leads from their lender partners in near-real-time.

I’ve monitored the data on how quickly our application advisors make the outbound call after a lead notice from a partner comes into our CRM. After the applicant submits their form, an AUTOPAY advisor dials that person’s number within about one minute. That’s thanks to how well RingCX integrates into our CRM.

Bill Heep

Director of Communications and Systems

RingEX turbocharges operations for the rest of the company

AUTOPAY’s sales and support teams experienced so many added efficiencies with RingCX that the leadership team decided to migrate the company’s additional 600 employees onto the RingCentral platform. As Bill explains, deploying the unified communications solution RingEX companywide led to immediate benefits as well.

“The SMS texting built into RingEX quickly became one of the biggest time-savers for our employees and conveniences for our customers. Our 300 loan specialists, who help our customers through the loan process, can now get key documents—like a driver’s license or an auto title—in real-time because the customer can take a photo of it and text it during the call.”

In fact, Bill adds, RingEX has helped improve these same workflows—loan specialists contacting customers to help move their applications forward—in another way, thanks to the RingCentral for Google-Chrome Extension.

Our loan specialists collectively make thousands of calls a day to customers, so these employees spend most of the day in their CRM. Because we use the RingCentral integration with Google Chrome, our specialists can dial a customer’s number right from the Chrome extension, without ever opening RingEX. That convenience alone probably saves every agent at least 10% of their time, every day.

Bill Heep

Director of Communications and Systems

Throwing high telephony costs in reverse

Although AUTOPAY didn’t seek a new cloud communication solution to save money, Bill points out that migrating to RingCX and RingEX has lowered the company’s telephony costs substantially.

As a 100-employee company, we had an on-prem PBX and desk phones for everybody. It wasn’t extremely expensive, but every employee we brought on added a lot of new telephony costs. Scaling with RingCentral is so much easier and more cost-effective. And I can tell you that today, with 700 employees, we’re saving at least $500,000 a year versus what we’d be paying if we were still with our old carrier.

Bill Heep

Director of Communications and Systems

Looking ahead to expand with RingCX

AUTOPAY has experienced so many operational improvements with RingEX and RingCX that Bill and his team keep a close watch on the new capabilities RingCentral makes available. And they’re already planning to implement several.

“We’re looking into using AI Quality Management for RingCX and RingSense Conversation Intelligence for RingEX as soon as possible for our customer-facing teams. That will be hugely helpful, especially in terms of quality management, because our managers will have detailed AI-generated reviews and scoring on all agents’ calls. We’re also looking forward to rolling out the Google Chrome Extension for RingCX, to boost agents’ efficiency even further.”

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