emoa Mutuelle
emoa Mutuelle modernizes its communications and prepares for an enhanced customer experience with RingCentral.
Endeavor Capital
This leading financial services company uses RingSense conversation intelligence to improve sales by 40%, save the department 50 hours monthly, and increase performance visibility 100-fold.
Region
Americas
Company size
400–4,999
Industry
Financial Services
Products used
Key integrations
RingSense conversation intelligence has added more direct value for our operation than any tech we’ve ever deployed. Between the insights into how our loan officers are performing on calls, and the time-savings it gives us by auto-generating follow-up emails for customers, RingSense has helped boost our sales to 40%.
Jeff Budde
Regional Sales Manager
100x
increase in contact-center visibility since deploying RingSense
40%
improvement in sales team’s performance with RingSense
50 hrs
saved per agent monthly with RingSense AI-generated follow-up emails
An award-winning financial services company
Putting customers first has proven a successful business model for the owners of Endeavor Capital. Formed as a small mortgage brokerage in the Midwest, the company’s outstanding reputation for customer service has helped Endeavor expand to include a title business, an appraisal management company, and even a technology Managed Service Provider.
Endeavor’s primary business unit, Homestead Financial Mortgage, has itself become such a sought-after consumer financial partner that the organization has grown to include 10 offices throughout Illinois, Missouri, Kansas, and Texas. The St. Louis Post-Dispatch has included Homestead Financial on its “Top Workplaces Award” list for several years in a row.
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Leveraging AI to turbocharge their contact center
Fueled largely by word-of-mouth and the strength of the company’s reputation, Endeavor Capital has been on a growth trajectory for years. CIO Jim St.Gemme notes that as the company added locations to its core business, Homestead Financial Mortgage, the need became more pronounced for a sophisticated and easy-to-manage telephony solution. “Moving from our outdated phone system to RingEX made sense, because it meant our loan officers could just as easily take customer calls from their cars as from the office.”
But as Regional Sales Manager Jeff Budde adds, the company saw its biggest operational benefits from RingEX when they began implementing the AI capabilities in RingSense conversation intelligence. “We haven’t fully implemented the keyword tracker capabilities yet, but we’re already getting great use by making sure our agents are stating the prospect’s name, company name, and other details to establish a warm, personalized call.”
Jeff adds that his team is realizing even bigger workflow improvements by using both the conversation transcriptions and RingSense conversation intelligence’s built-in call scoring features. “I can glance at an agent’s call now and see instantly if the AI has given it a green thumbs up or flagged it as yellow. If it’s yellow, then I can go in, review the transcript, and find out exactly where the issue is. Then I know how to coach that agent on how to improve. Considering that I was previously listening to complete calls all day long, RingSense allows me to use my time more effectively.”
With RingSense, my team has 100x more visibility into our performance than we’ve ever had. The automated call summaries and scoring gives me back 30% of my time each week. And our sales are up 40%.
Jeff Budde
,
Regional Sales Manager
Jeff adds that he’s using RingSense conversation intelligence to analyze several other important performance metrics among his team. “RingSense gives us key insights such as our loan officers’ talk-to-listen ratios on calls, their talk speed, and how many times they’re interrupting prospects or customers. The AI even scores our officers’ patience levels during each call. We’re able to use these metrics to show our lower-performing officers specifically how to improve.”
What makes all of these operational improvements even more impressive, Jim adds, is that the upgrade from their previous business communications system to RingCentral has actually lowered the company’s overall communication costs.
Since switching to RingCentral and RingSense conversation intelligence, we’re saving about $36,000 a year on our telephony and communication expenses.
Jim St.Gemme
,
Chief Information Officer
Automating hours of busy work with RingSense
In fact, Jeff explains, RingSense conversation intelligence isn’t saving time only for him. The built-in AI also shaves significant time from every call made by every one of the company’s loan officers.
“RingSense captures all key details of our officers’ initial calls with prospects and new customers. Then, after the call, it immediately turns those details into a succinct follow-up email. Our officers used to have to write out those summary messages themselves and send them to each customer. Now they just have to spend a minute reviewing the RingSense-generated email and send it. That workflow automation is saving our team a massive amount of time.”
Using the auto-generated follow-up emails RingSense outputs, the typical loan officer saves 5 minutes. Add that up across the 600 initial calls a month our average officer makes, and you’re looking at about 50 hours saved.
Jeff Budde
,
Regional Sales Manager
Creating more efficiency with the Salesforce integration
Given that Endeavor Capital is a devoted Salesforce shop, Jim points out that his sales and contact center teams have been able to create major workflow efficiencies with the RingCentral integration for Salesforce.
“Our loan officers are in their Salesforce accounts throughout the day,” he says. “The fact that they can click to dial or accept a call right from Salesforce and view the caller’s details as they take the call, means both that our officers save time and that they can have more productive, personalized calls with those customers.”
Jeff adds that this integration also helps speed the sending of the RingSense-generated follow-up emails even further, improving workflows for everyone. Our loan officers love that the AI summarizes the call’s key details and puts them into an easy-to-read email. Our customers appreciate these emails because they include next-steps and to-do items discussed on the call. So it’s easier for everyone. And thanks to this integration, our officers can review these auto-generated emails after the call and send them to the customer right from Salesforce.”
Continuing to grow with RingCentral
As Jim explains, the company has seen so many operational improvements since rolling out RingSense and the RingCentral for Salesforce integration that his team is eager to deploy more RingCentral functionality as time allows.
“We still haven’t fully made use of all the coaching and training tools available in RingSense, and we’re looking into more workflows to automate with RingCentral in Salesforce. And we’re already beginning to roll out the integration with Microsoft Teams. I’m confident RingCentral is going to be powering our communications workflows as our organization continues to grow.”
Of all the data points we’ve tracked since we migrated to RingEX, my favorite is that since deploying RingSense, our 5-star customer reviews are way up. That’s one reason I know we’ll be with RingCentral for the long-term.
Jeff Budde
,
Regional Sales Manager
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