Trimble consolidates its global events program into RingCentral Events, replacing five fragmented systems with a single platform to achieve a 47% average engagement rate.
How Brothers Services Company modernized coaching and boosted appointments
Region
Americas
Company size
100–399
Industry
Construction
Products used
KEY METRICS
20%
increase in appointments scheduled
since implementing RingCX
since implementing RingCX
75%
improvement in agent performance with
AI Quality Management (AI QM)
AI Quality Management (AI QM)
Overview
Brothers Services Company faced significant operational friction due to manual coaching processes and a lack of visibility into agent performance across its workforce. By adopting an AI-first approach with RingCX and AI Quality Management (AI QM), the leadership team replaced subjective auditing with data-driven coaching that has led directly to a 20% increase in appointments booked. This transition resulted in measurable gains in appointment rates and employee engagement, setting the stage for continued expansion through enhanced automation.
Moving to RingCX has removed the guesswork from our operations. The Supervisor dashboard gives us real-time visibility into every interaction, and the auto-generated scorecards we get from AI QM give us even deeper insights into what’s working.
Buddy Boone
,
Sales Operations Manager for the Lead Lifecycle
About our customer
Brothers Services Company has served as a trusted household name for roofing, siding, and home remodeling since 1985. Over four decades, they have built a reputation for excellence, with nearly a third of their business driven by loyal referrals and returning clients.
The challenge: Manual oversight and technological apprehension
Before modernizing their communications environment, Brothers relied on an antiquated approach to quality control that limited their ability to scale. Leadership managed a distributed team across several states in the US as well as in Asia but lacked a central hub for real-time performance data. Coaching was reactive rather than proactive, typically occurring only when a specific customer issue was flagged.
- Limited visibility: Managers could only manually audit approximately 12 calls per month for the entire team, leaving the vast majority of interactions unreviewed.
- System fragmentation: The team initially used basic phone systems that lacked the deep functionality required for a high-volume contact center.
- Adoption barriers: Previous internal processes were resistant to new technology, leaving powerful AI tools underutilized even when they were available.
The solution and ROI: A data-driven culture of customer service excellence
To solve the challenges of limited agent oversight brought on by legacy communications systems, Brothers Services Company transitioned to a unified RingCentral cloud communications environment, led by the call center platform RingCX and its AI Quality Management (AI QM) solution. The operational efficiencies and improvements in customer service are proving to be significant.
- RingCX empowers the team with customized dispositions that help drive a 20% increase in the appointment-set percentage by ensuring every lead is correctly categorized and followed up.
- The RingCX supervisor dashboard boosts team efficiency 40%, allowing managers and agents to monitor real-time status and provide immediate support during call spikes.
- AI QM provides automated sentiment across 6500+ interactions, boosting visibility for management by 75%.
What’s next for Brothers Services Company
Sales Ops Manager Buddy Boone and his team plan to deepen their use of automated workflows by refining AI-driven scorecards and expanding the platform to sibling companies. By continuing to integrate advanced analytics into their daily operations, they are ensuring that their agents stay efficient, productive, and continuously honing and improving their sales skills while maintaining the high-touch service their Maryland community expects.
To learn more about our customer, visit Brothers Services Company.
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