A key player in digital transformation relies on RingCentral to manage its service centers, streamline customer interactions, and explore new AI-powered use cases, supporting a reduction in call abandonment to around 5%.
How REMCO fuels agent success with intelligent visibility
Region
Americas
Company size
400–4,999
Industry
Professional Services
Products used
KEY METRICS
10 hrs
saved each week using RingCX’s Analytics and AI Capabilities
3x
more visibility into agent performance with RingCX’s Supervisor Dashboard and Analytics
50%
reduction in average after-contact work time since deploying RingCX
Overview
REMCO faced operational bottlenecks due to a lack of visibility into customer interactions and inconsistent manual coaching methods. By adopting RingCX, they moved from fragmented dispatching to a unified, AI-powered contact center. This shift allows leadership to monitor 100% of calls via automated scoring, ensuring that their 45-year legacy of service excellence is maintained across every digital and voice touchpoint while recapturing lost productivity.
Our goal has always been to give every agent the tools, training, and feedback to shape their careers with the company. Now that we have these excellent RingCX analytics and AI capabilities, we’re delivering on that promise to make our agents more successful.
Joelle Fleeger
,
Customer Service Manager
About our customer
REMCO, based in Allentown, Pennsylvania, has provided expert HVAC, refrigeration, and plumbing services across the Mid-Atlantic since 1977. The company maintains a large-scale mobile workforce dedicated to high-stakes mechanical maintenance and emergency repair for commercial and residential clients.
The challenge: Inconsistent oversight and dispatch friction
REMCO's previous telephony infrastructure was highly prone to outages, failing roughly once a week and requiring the IT Director to manually repair on-prem hardware. This technical instability was compounded by a complete lack of visibility into customer service operations, leaving managers unable to track basic metrics or locate specific call information.
- Frequent System Downtime: Weekly outages forced IT to focus on emergency repairs rather than strategic improvements.
- Coaching Inefficiency: Manual QA processes were time-consuming and prone to human bias.
- Data Silos: Important customer sentiment and trend data remained trapped in unrecorded conversations.
The solution and ROI: Benefiting from AI-powered workflows
To solve the challenge of inconsistent oversight and dispatch friction, REMCO transitioned to RingCentral. Using the RingCX contact center and its AI Quality Management capabilities, the company has improved efficiencies for both agents and their supervisors while driving company growth.
- RingCX helps agents reduce their after-contact manual tasks by 50%, enabling more customer contacts per agent, while the solution’s supervisor dashboard and AI capabilities provide supervisors a 3x boost in visibility into agent performance.
- AI Quality Management replaces manual, biased QA with automated performance reports and searchable transcripts that extract actionable customer sentiment, driving growth and saving supervisors 10 hours each week reviewing agents’ calls.
What’s next for REMCO
After a successful first year, REMCO plans to deepen its use of RingCX to further refine its KPIs and success metrics. The team is focused on rolling out additional AI Quality Management capabilities to continue improving agent performance and the overall customer experience. This forward-looking approach ensures that REMCO’s long-standing reputation for reliability is supported by the most modern, efficient technology available.
To learn more about our customer, visit REMCO.
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