RTL Trades driving further business enhancement and growth with RingCentral.
Keller Interiors
RingCentral's AI receptionist (AIR) helps Keller Interiors manage over 2,000 weekly calls and reduce average customer wait times from 12 minutes to 90 seconds.
Region
Americas
Company size
100–399
Industry
Construction
Products used
3 points
Gained in customer satisfaction in four months
87%
Reduced call-wait time
100%
Correctly routed calls
We’ve seen a huge lift internally for our employees who are answering the phone because the right caller is getting to them. That means less stress on the person answering. From the customer's perspective, they are getting to the place they need to get to on the first call versus being bounced around and enduring long wait times.
Beth Owens
Chief of Staff
Delivering the best in flooring installation
Keller Interiors is a family-owned company with a four-decade legacy built on the core vision to deliver "positively the best flooring installation experience." The business maintains a significant operational footprint across the Southeast and the Midwest/Great Plains regions.
A key pillar of their business is a long-standing partnership with Lowe's Home Improvement, which they have proudly served for over 31 years. As a trusted partner, Keller manages the entire installation process—including the scheduling, follow-up, and successful completion of residential and commercial flooring projects. Their commercial division also serves a diverse clientele, including realtors, general contractors, insurance companies, and school systems.
To support this massive operation, Keller maintains 52 offices nationwide. Yet, the company operates with a remarkably lean total staff of only 117 employees. With 80–90 team members dedicated to field operations, Keller needed a way to uphold its promise of high customer satisfaction while managing thousands of weekly calls without the infrastructure or headcount of a traditional contact center.
Learn more about AI Receptionist (AIR)
An avalanche of manual routing
Keller Interiors began using RingCentral when their previous provider discontinued its SMS feature, a capability the company relies on heavily. Complicating matters, the sheer scale of Keller Interiors' success had become its greatest operational burden. Operating with a single, central phone number meant the company was drowning in a daily call routing challenge. Every week, over 2,000 calls from Lowe's associates and residential customers poured in, all needing to be directed to the exact local office handling their project.
Initial attempts to manually manage this volume quickly proved disastrous. Keller first tried the simplest route: a "big catch-all bucket" where every call landed in a single queue. As Operations Lead Beth recalled, it "fell flat on its face." This was because, in her words, "a team member in Miami, however skilled, couldn't effectively help a customer calling about a project in Michigan."
This lack of local knowledge meant every call was a fumble, leading to lengthy, frustrating transfers. Worse, the manual system created a debilitating crisis cycle. Callers were "bounced around" or left suspended, waiting an average of 12 minutes for a non-local team member. Frustrated customers would often hang up before being connected, only to immediately dial back, inadvertently feeding what Beth described as a "never ending snowball circus." This relentless callback phenomenon drove call volume higher and higher, placing immense stress on the lean team. Instead of hiring a person responsible for all call handling, Keller Interiors opted for an intelligent, automated solution to route their complex, location-dependent calls.
Intelligent routing in seconds
To overcome a debilitating inbound call crisis, Keller Interiors turned to RingCentral AI Receptionist (AIR) and quickly christened the virtual employee "Claire." Claire’s mandate was simple but critical, to act as the central dispatcher for all incoming calls, using intelligent routing based on a caller’s location and specific inquiry.
The operations team was surprised by how quickly they could deploy their new AI Receptionist. They were able to set up the entire system easily, creating a customized call routing logic using a simple spreadsheet that served as Claire’s brain. This spreadsheet acted as the data source for their routing rules, mapping every Lowe's store number to the single, corresponding Keller office responsible for that area. Now, 100% of the calls are routed to the correct location.
Beth Owens
,
Chief of Staff
Now, when a Lowe's associate calls the central number, Claire instantly asks for the store number and directs the call to the appropriate regional office, ensuring the caller is always connected with a staff member who has the relevant local knowledge to assist them. Additionally, Claire works 24/7, guaranteeing that even after-hours callers are being serviced. The days of the "snowball circus" are finally over.
Reducing wait times is a clear win
Since implementing Claire, the RingCentral AI Receptionist, Keller Interiors has experienced a dramatic and quantifiable transformation across their operations, all achieved without adding a single new employee to their payroll. The most striking change was the immediate disappearance of the crisis cycle. Average customer wait times plummeted from 12 minutes to roughly 90 seconds, effectively eliminating the frustrating "timeout and call-back" cycle that had been artificially inflating their call volume. Beth also leverages call analytics to continuously monitor key metrics like call volume, dropped calls, and first-call resolution, ensuring the intelligent routing remains optimized and efficient. With 100% of calls now routed to the correct location, Keller’s team can spend less time on administrative duties and more time managing projects, ensuring callers get the efficient service they need immediately.
AI Receptionist is absolutely worth the investment. The fact that I don't have to manage a person and pay a salary means we can keep our expenses low while maximizing efficiency.
Beth Owens
,
Chief of Staff
AI keeps both employees and customers happy
Internally, Keller’s employees benefited instantly from this improved efficiency. Staff are now receiving calls they can actually resolve, which has led to less stress for the staff and a higher likelihood of first-call resolution.
This efficiency had a direct and powerful impact on customer satisfaction. Beth observed that customer survey comments referencing "inability to reach someone" or being "bounced around" have largely disappeared. She noted the change was the most impressive win of the year.
While our overall customer satisfaction made a significant jump from 79.5 to 82.5 since implementing AIR, the most impressive change is that our old communication complaints have essentially vanished. That reduction is the clearest, most impactful win of the year.
Beth Owens
,
Chief of Staff
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