This leading collections agency uses RingCX to save money, connect with more debtors, give more visibility to the team’s contact center managers, and boost employee satisfaction by at least 50%.
Griffith Financial Services
This national wealth management firm uses RingCentral AI Receptionist (AIR) to streamline operations, create a better experience for callers, and grow the firm’s revenue by 20%.
Region
Americas
Company size
1–19
Industry
Financial Services
Products used
20%
increase in revenue since implementing AI Receptionist (AIR)
40%
time saved with RingCentral SMS
30 min
AIR implementation
My mission with Griffith Financial Services is to help as many people as possible achieve their financial goals. Fortunately, most people call us with similar questions. Now that we have RingCentral AI Receptionist handling many of those inquiries, we can give callers great service while keeping my team free to do productive work for our clients.
Jim Griffith
CEO
Helping individuals and businesses build a sound financial future
For two decades, people across the US have trusted wealth manager Jim Griffith for a wide range of financial services—including estate planning, finding the right life insurance policy, building an investment portfolio, managing a retirement account, and even preparing for the costs of elder care. While many of the firm’s clients are business owners and high-net-worth individuals, Jim and his team offer services to everyone, from retirees to young professionals starting their financial lives.
The company’s stellar reviews online include statements describing the “fantastic experience” clients have had working with Griffith Financial Services, commending the “highly knowledgeable and experienced” staff, and explaining that the firm’s experts “went above and beyond to help me achieve my goals” and “really helped me in improving my financial situation.”
Learn more about AI Receptionist (AIR)
Automating standard phone inquiries with RingCentral AI Receptionist
As the owner of a business with offices in Mississippi and California, Jim Griffith had several strategic reasons to implement the RingEX unified communications platform from RingCentral. With financial services among the few industries still using fax communications, Jim found value in RingEX’s built-in online faxing solution, allowing his team to send and receive regulatory-compliant faxes digitally without the need for a fax machine.
Another reason, Jim adds, was operational efficiency. “Our employees are located in different states. It was so much easier to share call queues and route or transfer calls when we were all on the same RingEX cloud platform than if each member of our team had to use their own cell phone or local landline.”
As the firm’s strong reputation continued to grow, Griffith Financial Services experienced a steadily increasing call volume. A significant problem arose when more and more clients began calling Jim directly on his cell phone. If Jim was on another call, his only recourse was to send the caller a text message which proved to be an inefficient, delayed, and disruptive workaround. Jim recognized that a high percentage of these calls covered the same few common, urgent topics. Realizing that relying on texting was a major bottleneck that compromised both his efficiency and the client experience, Jim talked to his account team at RingCentral about a solution and that’s when AI Receptionist came into the picture.
I realized that if we could equip the AI Receptionist with answers to common questions, and direct prospects to the right places to take action, we could deliver better service and limit our interruptions throughout the workday.
Jim Griffith
,
CEO
RingCentral’s AI Receptionist (AIR) delivers one valuable use case after another
As Jim explains, rolling out the AI Receptionist as the firm’s first contact with most inbound calls has led to both improved efficiencies and a better caller experience.
Jim immediately put the RingCentral AI Receptionist (AIR) to work handling appointment scheduling. To automate this task entirely, the firm connects AIR with their existing Calendly app. Now, when a client calls to book a meeting, the AI Receptionist recognizes the request and texts the caller a calendar link instantly. Jim describes the change as transformational, emphasizing the gained efficiency. He now schedules appointments with new clients automatically, without requiring anyone on his team to interrupt their high-value work to answer the phone.
Recognizing that many inquiries simply required information rather than an immediate conversation, Jim explains, "I’ve added answers to our FAQs and even included links to resources like our website’s life insurance calculator and videos we’ve made." Based on the caller’s inquiry, the AI suggests a specific resource and if the caller expresses interest, AIR immediately texts them the relevant link. This process not only resolves simple queries instantly but also allows clients and prospects to get immediate and relevant information that often helps them take the next step.
In fact, Jim adds, he has seen quantifiable evidence that AIR is indeed delivering his company more business.
AIR gets our callers the information they need immediately, which we often couldn’t do before with the high call volume. This translates to more meetings booked, which has led to a 20% uptick in revenue. AIR brings in money.
Jim Griffith
,
CEO
More ways AIR helps the team better serve its clients
AIR also delivers an important client-service benefit, one that Jim hadn’t even thought about when he implemented the solution.
“Each year on their account’s anniversary, we send an email offering our clients an annual review of their portfolio, and they have a 30-day window to rebalance it if they choose. Now that we have AIR, when a client calls to book that appointment, we can always get that meeting scheduled right away, automatically, which we couldn’t do before. This has been a lifesaver. Just this week, I’ve had five clients schedule their annual review without interfacing with anybody in the office. It helps us make sure we’re giving each client time to do that rebalancing. That’s another example of how much AIR is helping us provide better overall service to our clients.”
Looking to the future with RingCentral
Jim credits so many operational improvements to AIR that he’s regularly reviewing the platform to discover more features and ways to integrate RingCentral into the firm’s workflows. For example, Griffith Financial Services currently operates a Salesforce environment through the company’s practice management partner, Gradient. “One of my next projects will be to integrate both RingEX and our AIR platform into Salesforce,” Jim explains.
Jim also plans to further explore the rich call data available through RingCentral’s reporting and analytics dashboard. “I’ve looked only a few times at our reports in AIR, and my one takeaway has been that client satisfaction is clearly up, because so many people are taking advantage of the things AIR offers to do for them, like directing them to a form or helping them set a meeting with our team. That’s great. But I also know RingCentral’s reporting will give me more insights as I get more detailed in my research. So I’m going to give that more attention and look for new business intelligence and opportunities.”
As a growing firm, we’ve faced the challenge of wanting to serve more people without compromising our quality of service. What’s great about the AI Receptionist is that it lets us do both: grow our business while continuing to provide outstanding service to everyone.
Jim Griffith
,
CEO
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