GetPipe.com transforms its customer experience by implementing RingCentral AI Receptionist. The team now automates 90% of all inbound calls, achieving a 92% inquiry resolution rate and significant daily time savings.
How Brookstone Windows & Doors builds customer trust through conversational AI
Region
Americas
Company size
20–99
Industry
Retail
Products used
Overview
Brookstone Windows & Doors struggled with a basic phone system that offered zero visibility into agent performance or the customer journey. By adopting RingEX and AI Conversation Expert (ACE), they shifted from manual, random spot-checks to total oversight of every interaction. This data-driven approach has fueled their expansion across Ontario, with plans to quadruple their agent head count to meet rising demand.
RingCentral AI Conversation Expert allows us to analyze 100% of call recordings, conversation, and interaction. What once took 600 hours of listening is now minutes of review with summarized transcript, smart tagging, and critical moments.
Michelle Geddes
,
Contact Center Manager
About our customer
Brookstone Windows & Doors, based in Ontario, has established itself as a leading specialist in high-quality home replacements since its founding. The company operates with a customer-obsessed philosophy, ensuring that every window and door installation enhances a home’s energy efficiency and aesthetic appeal.
The challenge: Operating in the dark with limited insights
Before upgrading to RingEX and AI Conversation Expert (ACE), the team relied on a rudimentary phone system that lacked the essential tools needed for a modern contact center. Management spent upwards of 16 hours every week—often sacrificing weekends—to manually hunt for call recordings to use for coaching. Because they could only audit a "tiny sliver" of total volume, they frequently missed early warning signs of customer frustration and scheduling errors until they escalated into major issues.
- Manual Oversight: Managers were forced to randomly select calls, leaving the vast majority of customer interactions unmonitored.
- Lack of Context: Agents handled complex renovation projects without a full history of the customer's previous interactions or project needs.
- Invisible Trends: Without AI analytics, the company could not track call volumes or performance metrics effectively for workforce planning.
The solution and ROI: Data-driven coaching at scale
To overcome the limitations of their legacy hardware, Brookstone moved to an integrated communication suite powered by RingEX and ACE. By shifting from anecdotal feedback to objective analytics, they empower their staff to take ownership of the customer experience and improve conversion rates.
- RingEX streamlines inbound and outbound queues, contributing to a 5-8% decrease in average handle time across their 11 active markets.
- ACE processes 600 hours of monthly call volume in mere minutes, allowing the team to identify objections and sentiments across 100% of recordings.
- ACE generates instant transcripts and "smart tags," which agents use to independently review their own performance and identify improvement opportunities.
What’s next for Brookstone Windows & Doors
Brookstone is currently preparing for a major push into the Toronto market as they look to grow their team from 14 to 50 agents. Following the success of ACE streamlining and improving the company’s contact center, the leadership team is exploring ways to implement these intelligence capabilities across other departments to further refine their lead qualification process. This transition ensures that a company built on traditional craftsmanship continues to lead the industry by embracing the speed and precision of modern AI.
To learn more about our customer, visit Brookstone Windows & Doors.
More to explore
Lovisa
An unreliable and insecure global telephony system was a significant business risk to fast- growing global retailer Lovisa until it was replaced with RingCentral.
Tarrytown Expocare
Tarrytown Expocare Pharmacy uses AI Conversation Expert to analyze more Customer Success calls than ever and improve both agent coaching and customer retention.
Costa Coffee
How UK’s favorite coffee brand improved its customer service with RingCentral Contact Center
Blooms The Chemist
The experience of rapidly enabling its support team to operate effectively from home during COVID lockdowns by switching to RingCentral’s platform was the catalyst for Blooms The Chemist to offer RingCentral as the preferred UCaaS platform to its network of pharmacies across Australia.
Brinker, a Fortune 1000 company, is also leveraging RingCentral’s unified communications to improve internal communications and save money.