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%.
RSI Enterprises
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%.
Region
Americas
Company size
20–99
Industry
Financial Services
Products used
Key integrations
$80k
annual auto-dialing savings with RingCX
2x
increase in customer and agent insights using RingCX’s Analytics and Supervisor dashboard
50%
boost in employee satisfaction utilizing RingCX
When you consider that we now have limitless outbound dialer minutes for the first time, our managers have so much more reporting and data analysis than ever, and just the fact that we’re no longer dealing with connection issues or outages, I think it’s safe to call RingCX a game-changer for RSI Enterprises.
Ryan McMullen
Vice President
One of the fastest-growing receivables management companies in the US
When they’ve held up their end of a transaction but can’t obtain payment from their clients or customers, organizations often turn to a collections company for help. One of the most effective and reputable companies in this field is RSI Enterprises.
Specializing in government, healthcare, utilities, and the financial industry, RSI Enterprises has helped hundreds of organizations across the US recover outstanding debts, representing billions of dollars in payments owed that these firms might otherwise not have received. The company has become such a trusted collections partner that today RSI remains one of the country’s fastest-growing receivables management firms.
Take a quick tour of RingCX
A legacy phone system that couldn’t keep up
RSI Enterprises has grown steadily in recent years. Both their Washington, DC and Phoenix, AZ offices have hired more administrative staff and collections agents to better serve clients. Ryan McMullen, Vice President of RSI Enterprises, explains that a legacy phone infrastructure presented an ongoing challenge to this growth.
“One big problem we had was reliability,” Ryan says. “We had regular connection problems and even total outages. In an industry like collections, where our business relies so heavily on the phone, we just couldn’t afford a phone system that wasn’t dependable.”
But perhaps an even bigger problem, Ryan adds, was money—specifically, the high costs of paying for an automatic outbound dialer feature for the company’s collections agents. “The outbound dialer is probably our single biggest channel for reaching debtors and getting payment conversations going. Every telephony provider we worked with charged a per-minute fee for dialer usage. And those fees became ridiculously high.”
RingEX adds reliability, mobility, and convenience
RSI Enterprises’s RingCentral implementation included RingEX, the cloud-based unified communications solution the company chose for its flexibility and convenience. Heath Morder, RSI Enterprises’ Director of Operations and Technology, describes the immediate benefits of rolling out this solution across the organization.
“Everyone appreciated being able to use their business phone system not only from their desk phones in the office but also on their computers or even on their personal mobile phones using the RingCentral app. That made it easier than ever for our staff to connect from anywhere, and it finally solved the problem of people, myself included, having to use their personal numbers to make business calls. With the RingCentral app, we can take and receive work calls on our own phones but still use our business numbers.”
As Ryan and Heath also note, RSI saw even bigger operational improvements when they added RingCX to their RingCentral environment. The team’s initial interest in RingCX was the contact center solution’s flat fee per seat, with no per-minute charge for the outbound dialer. The savings on this feature, Heath explains, were significant.
A few cents a minute doesn’t seem like much, but it is when your auto-dialer makes tens of thousands of calls a day. Our bill just for those minutes was more than $80,000 a year. When we moved onto RingCX, that line item dropped to $0.
Heath Morder
,
Director of Operations and Technology
Improving workflows and efficiencies with RingCX
One key to RSI Enterprises’ success has been the ability to make decisions and execute quickly. As Heath explains, implementing RingCX has definitely helped support this aspect of the company’s culture.
“With the old phone system, we were dependent on the provider for everything. Even small adjustments required submitting a ticket, waiting, and then usually some back and forth with the provider. With RingCX, we can handle everything ourselves. If we want to add a new phone number, we just go into the admin portal and do it. Same with creating call queues, updating routing instructions, even extracting custom data reports.”
Receiving reports and analysis in minutes, not months
RingCX’s analytics has also enabled significant benefits, Heath notes, by giving the team more visibility than they’ve ever had into the agents’ performance on collections calls.
“The flexibility and customizability of RingCX’s reporting, plus the ease with which we can pull reports, have been so valuable in getting our managers quick access to useful information,” Heath says. “Our last provider, and the one before that, had limited call data, and we always had to ask them for it. But the other day, my Recovery Manager Amanda Clark needed a specific set of data, one I hadn’t pulled before, so I went into RingCX Analytics and spent two minutes finding the info and building her a report.”
The speed of this reporting is a critical differentiator. “The custom report Heath was able to pull together in two minutes using RingCX, would’ve taken our previous provider two months to send us,” adds Sam Chacon, Operations Manager.
RingCX’s detailed reporting is proving valuable for the company’s collections agents as well as their managers. As Heath explains, the management team uses RingCX Wallboards to create custom dashboards they can share externally with each team of agents. Now those agents can monitor their own performance, as well as the performance of their team, in real-time.
“We used to build these reports manually, every couple of hours, and then email them to the team,” says Amanda Clark, Recovery Manager for the Phoenix office of RSI Enterprises. “The task itself didn’t take very long, but it was a frequent interruption, and those emails could lead to questions from an agent, which could further disrupt our workflows.”
As Amanda explains, now “It’s great to have this data available all day, on a custom dashboard our agents can monitor in real-time, to track the metrics they’re interested in, like how many calls they’ve made, how many they’ve taken, their average time on calls, and how those numbers stack up against their teams.”
Now that we’re using RingCX’s reporting and analytics, we have at least twice the visibility into our phone operations that we’ve ever had. As we keep rolling out more capabilities in RingCX and connecting more apps to it, that number will obviously increase.
Heath Morder
,
Director of Operations and Technology
Adding more productivity with the RingCX-Balto integration
As a longtime Balto AI user, RSI Enterprises has also created numerous workflow improvements from the Balto for RingCentral integration. “Balto and RingCX work fantastically together,” says Heath.
Heath also emphasizes the ease of getting the systems connected, noting, “When we were ready to integrate RingCX into our Balto environment, I had someone from Balto walk me through the process. It took about three minutes, and we were live.” All of this value, he explains, without any challenges or delays during implementation.
Amanda explains that both agents and managers are using this integration to improve efficiency and effectiveness. “One important use case for the integration is that we can automatically include the Balto compliance piece, and some other pieces required for calls, and we never have to worry we’re failing to make those key disclaimers to callers. That reduces some of the burden on our agents so they can focus on the details of the call.”
She adds: “We have three main playbooks for our agent teams, plus a Spanish version for each, and the Balto AI helps our agents with real-time guidance based on the type of call. The display dynamic prompts on the screen. So for example if an agent is on a call with a debtor discussing a bankruptcy, they don’t need to go through their records or wait for a supervisor: they can now see exactly what steps to follow right on their screen. They also have checklists to guide them through each type of call.”
For managers, Amanda adds, the integration also allows for more visibility into the contents of their agents’ collections calls. “I use a lot of Balto’s management tools, including the call explorer and the keyword tags, which I use both to review calls and for my team’s monthly meetings to discuss performance. Pairing our RingCX system with Balto helps me tremendously with coaching and training.”
Making happier employees
As Amanda explains, thanks to all of these added efficiencies and the fact that they’re finding the RingCentral solutions far more user-friendly than their previous phone system, RingCX has had a quantifiably positive effect on staff morale.
Based on the really positive feedback I’ve heard from both our agents using RingCX and other corporate staff who now have RingEX as their business phone solution, I’d estimate overall employee satisfaction is up 50% or more since we switched to RingCentral.
Amanda Clark
,
Recovery Manager, Phoenix Office
Looking to the future with RingCentral Open Platform
As Heath explains, RSI Enterprises expects to be a customer of both RingCX and RingEX for a long time. In fact, he has both immediate and longer-term plans to deploy more tools and features in the RingCentral solution suite to improve more of the company’s operations and support its growth.
“We’ve got big plans for using RingCentral’s APIs to connect RingCX to our other apps and data sources. One example is that we’re going to add a “Do not call” automation to our RingCX environment. Right now, we use a manual process to add these numbers to our database. We capture the list each day and send a nightly email to our managers, who add the “Do not call” numbers to their lists. But I’m eager to automate this process, and I know with RingCentral’s open APIs we’ll be able to do it easily.”
From what I’ve seen of RingCentral’s APIs, integration partners, and the features we haven’t even had time to implement yet, I know we’re going to keep finding ways to improve our operations and become more effective as an organization.
Heath Morder
,
Director of Operations and Technology
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