The California-based dealer of used commercial vehicles uses RingCentral’s solutions to respond more quickly to leads, train new sales reps, and improve the customer experience.
Echo Global Logistics
Echo Global Logistics uses RingCentral to take their client experience to the next level. With the help of RingCentral AI Conversation Expert and AI Quality Management, they’ve unlocked smarter, more efficient workflows at scale.
Region
Americas
Company size
400–4,999
Industry
Transportation & Logistics
Products used
Key integrations
~50K
logistics partners
1K+
hours saved across the company
~50K
daily shipments in transit
RingCentral AI Conversation Expert and AI Quality Management provides us with the detailed insights for coaching on individual calls, and the executive dashboard connects the dots by rolling up all that data into a clear, concise view of the major trends impacting the entire business. We used to have call data. Now, we have business intelligence. It’s that simple.
Zach Jecklin
Chief Information Officer
Experts in logistics and supply chain management
The shipment of essential goods, whether food, medical supplies, or manufacturing materials, is a complex, high-stakes operation. With more than 20 years of experience, Echo Global Logistics has earned a reputation for reliability in helping North American businesses move freight seamlessly across road, rail, and port, ensuring shipments arrive quickly and dependably.
Today, more than 35,000 businesses rely on Echo to manage a wide range of transportation needs, including full truckload, less-than-truckload (LTL), partial loads, intermodal transport, warehousing, and other logistics solutions. Whether it's moving goods across the country or across borders, Echo’s expert team and network of more than 50,000 transportation providers consistently deliver smart, flexible logistics solutions that drive results.
Take a quick tour of RingCentral
A legacy phone system limiting growth
Echo’s on-premises telephony solution had several shortcomings that presented workflow and management challenges. The system's failure to integrate with the company's CRM created a significant roadblock. Randy Valentino, Echo’s Director of Tech Operations, explains that “when a lead came in and got assigned to a rep in Salesforce, it was up to the rep to manually enter all status updates. Were they following up? How quickly? What were the outcomes of those follow-ups? Our sales managers could never be sure.”
Adding to this challenge, Valentino notes, was that “the phone system didn’t offer much monitoring or reporting, so leadership had little visibility into day-to-day communications and performance. This problem became more pronounced as more teams, particularly in our sales organization, went remote and started using their own cell phones to communicate with prospects and customers.” Sellers and contact center agents were handcuffed by a disjointed user experience, and, as a result, were missing out on valuable sales opportunities.
Echo partnered with its trusted IT consulting firm, Ascenda, to resolve its efficiency issues. Together, they identified a solution with the AI capabilities Echo needed to continue to grow and thrive.
Echo chooses RingCentral to support growth and innovation
While Echo sought a solution to address immediate workflow gaps, they also required a partner they could trust to guide them in their growing communication needs. “When we were going through our assessment of phone systems, one of the key reasons that RingCentral won at the end of the day was their people and their strategic approach,” says Zach Jecklin, Echo’s Chief Information Officer. "We believed in their strategic approach and trusted them to lead in the AI space. Their 26-year track record as a technology leader assured us that we could grow our business alongside them."
Echo’s top priorities focused on providing both simplicity and excellent customer service for their shippers and carriers. RingCentral was able to deliver the essential foundation for this mission.
Ensuring secure, reliable communication with five 9s
“Security and availability is an essential piece of my job,” Jecklin says. “Our proprietary technology enables the optimization of security and makes our solutions readily available. Combined with our experienced team, Echo has the framework in place to help our clients every step of the way. By adding RingCentral into that mix, we can incorporate proactive and seamless communication.” Jecklin confirms the strategic value of RingCentral's reliability promise by saying “the consequences of downtime in our business are huge. Our shippers expect real-time answers to real-time problems. We move about 16,000 loads a day at Echo, which means at any given time, we have about 50,000 shipments in transit. So first and foremost, the RingCentral availability and the five 9s they bring to the table was an absolute must.”
Transforming operations with smarter workflows and seamless Salesforce integration
To create more cohesion and centralized visibility, Echo implemented RingCentral’s communications platform. The business uses RingEX for their team's day-to-day communications and RingCX for the service desk, 24/7 dispatch line, and the transactional finance team. Jecklin points out that “both platforms come together to give us a single, unified view of every conversation on every channel, which has allowed us to deliver a much more consistent customer experience for our 35,000 shippers and over 50,000 carriers in our network.”
A major strategic win for Echo, Valentino adds, was being able to integrate RingCentral into their Salesforce environment. That integration, he says, has added even more benefits than the sales team had hoped.
With RingCX and RingCentral’s Open API, Echo created another workflow improvement by integrating RingCentral into the company’s proprietary Transportation Management System. “With the TMS integration, our teams can use RingCentral’s click-to-call feature to quickly dial a driver or carrier partner when they have either status updates or questions,” Valentino says. “That’s yet another way RingCentral is saving everybody time and helping us be a more responsive partner, and with the built-in call logging, our dispatch teams have better records of every interaction to ensure compliance and improve route planning.”
While those represent significant workflow improvements themselves, Valentino points out that the most significant benefits are coming as a result of adding AI Conversation Expert (ACE) and AI Quality Management (AI QM) capabilities.
I championed RingCentral’s AI a year ago to address sales efficiency. The promised improvements impressed leadership, and that sealed the deal.
Randy Valentino
,
Director of Tech Operations
Leveraging AI to create massive business value
In the high-stakes world of transportation and logistics, speed to answer is critical. If a freight broker doesn't respond to a shipment inquiry within minutes, that customer will simply move on to the next one. By combining AI-powered communications with human expertise, Echo is positioning itself to deliver faster, more efficient service while maintaining the essential personal relationships that drive the logistics industry. Valentino notes that AI Conversation Expert (ACE) and AI Quality Management (AI QM) saves Echo teams significant time in several ways.
AI Conversation Expert automated summaries provide immense value to Echo's sales team. Agents can now easily review calls to quickly recall specific details about commitments made to a carrier or shipper.
Valentino adds that the business insights that ACE makes available to Echo’s sales leadership have also proven to be a gold mine of intelligence for training, identifying new business opportunities, and improving overall sales performance.
Given the valuable information RingCentral AI Conversation Expert gives our sales managers, and the time it gives back to our reps by automating notetaking and Salesforce updates, we can credit RingCentral with helping us close more business.
Randy Valentino
,
Director of Tech Operations
Jecklin also notes that by leveraging the advanced coaching capabilities of RingCentral’s ACE and AI QM for both the company’s sales and operations employees, Echo experienced “an immediate lift in customer satisfaction, and we’re seeing that play out in a higher win rate and more shipping volumes.” He adds, “RingCentral works seamlessly with our agentic AI strategy as well, which means we get the same level of visibility and coaching for our non-human callers as we do our employees.”
RingCentral's Open Platform allows us to use a prebuilt integration to seamlessly connect to Salesforce, while utilizing their Open APIs to integrate with our proprietary transportation management system. The ability to have these integrations has had a material impact on our operations. Not only do we have better visibility into our data, but by automating the data entry that’s coming from the phone calls, we are saving thousands of hours across our organization.
Zach Jecklin
,
Chief Information Officer
Effortless migration with expert support for seamless integration
With a companywide IT migration of this magnitude, Randy explains, he anticipated some troubles during the switchover from Echo’s on-premises system to RingCentral. But, just as with Echo’s overall experience with RingCentral, the implementation exceeded the company’s expectations.
“It was a complex migration, but all went off without a hitch, to my pleasant surprise. RingCentral’s Professional Services team was extremely helpful in working with us to set up our call flows and queues exactly as we wanted them. And on game day—or game days, plural, because we migrated different teams in stages—everything just went right.”
I don’t usually describe telephony migrations as painless or flawless, but that’s how this went. The phones were ringing on our on-prem system at 9:59am, and by 10:02 they were all ringing smoothly on RingCentral.
Randy Valentino
,
Director of Tech Operations
More opportunities with RingCentral AI
Echo’s staff and leadership teams have been so impressed with the results of RingCentral AI communications platform that they’re planning more ways to leverage its capabilities to improve operations.
For businesses that want to deploy and customize them, Jecklin says “AI tools represent enormous opportunities for businesses today and ACE and AI QM have been a perfect fit for us. We're uncovering valuable insights and making smarter decisions, and we're excited to keep pushing the boundaries with Ring Central's AI solutions."
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