3x
improvements in productivity, responsiveness, and visibility into operations
100%
improvement in customer satisfaction with company communications
<1 minute
to deliver inventory details and price quotes during customer calls using RingCentral’s Salesforce integration
Between the huge efficiencies our reps gain from using RingEX, and the AI-generated insights we’re seeing from RingCentral AI Assistant, we’ve definitely found the communications platform to help Truck Site deliver an outstanding experience for our customers around the world.
Wesley Stone
Director of Finance and Administration
Providing vehicles and equipment to governments worldwide
Many of local governments’ most important daily operations–cleaning the streets, hauling waste, responding to fires and medical emergencies–require task-specific vehicles. When they need to purchase these vehicles, governments all over the world turn to Truck Site.
A leading global dealer of used commercial vehicles and equipment, Truck Site has a 20-year track record of successfully refurbishing and selling purpose-built trucks, vans, buses, and even motorized construction equipment such as excavators and dozers. Governments, utilities, construction firms, and other organizations worldwide call Truck Site’s expert team every day for the vehicles they need to power their operations.
INDUSTRY
Vehicle sales
HQ
Sacramento, CA
YEAR FOUNDED
2004
EMPLOYEES
65
A phone system stuck in the wrong gear
Wesley Stone, Truck Site’s Director of Finance and Administration, explains that as demand grew for the company’s services, the increasing call volume taxed their phone system to its limits. “We faced service disruptions and call-quality problems. Also, the system didn’t offer much mobility, which created challenges whenever our parts experts needed to take a call out onto the lot so that they could give customers real-time answers.”
Wesley adds that the sales team had an even greater frustration with their previous telephony solution.
Our phone system didn’t integrate with Salesforce, which meant our reps had to take extra steps to respond to calls, to send inventory details to customers while they were on the phone, and to go to the lot to answer a customer’s questions about a vehicle. When my team saw how much they could do using RingCentral’s integration with Salesforce, I think that was a big factor in choosing RingEX.
Wesley Stone
Director of Finance and Administration
RingEX delivers a truckload of useful features
Wesley notes that the company’s sales reps and parts specialists have created many new workflow efficiencies since implementing the unified communication solution RingEX.
“Our reps can now initiate more calls thanks to the RingCentral Salesforce Integration. Having the RingEX widget in their Salesforce environment means they can dial a lead’s number with just one click. The SMS feature in RingEX also means that if a customer asks for information or photos of a vehicle during the call, our rep can just grab those details from Salesforce and send them as a text message in real-time. These are capabilities we never had with our previous phone platform.”
RingEX’s flexibility and mobility, Wesley adds, have led to other important workflow improvements.
“Our team can place and receive RingEX calls on any devices they choose–the phone on their desk, their computer, and their mobile phone. The best part is we can switch between devices in the middle of a call. Our parts experts, for example, can send a customer call from their desktop to their mobile phone mid-call if they need to run out to the lot so they can get answers for the customer in real-time.”
Yet another RingEX feature they’ve found beneficial, Wesley explains, is the call recording tool. “We record every customer and prospect call, and having these recordings is great both for retrieving the details of a call in case there’s any confusion later and for training and coaching.”
In addition to the increased productivity these RingEX tools have enabled, Wesley points out that Truck Site has seen another key improvement.
Since we moved to RingEX, our customer satisfaction scores have shot up at least 100%. We receive frequent comments from customers surprised at what a smooth experience they had with us. That’s because our reps can now respond much more quickly now to new inquiries, thanks to the wealth of useful information readily available to them during calls.
Wesley Stone
Director of Finance and Administration
Anticipating even more efficiencies with RingEX’s RingCentral’s AI tools
Truck Site found RingEX’s unified solution so valuable in streamlining operations–consolidating phone, SMS, meetings, and even fax in a single environment–that Wesley and his team began looking for additional capabilities. Their research led to two AI-powered solutions within RingEX.
“We rolled out RingCentral AI Assistant first and started seeing major benefits quickly,” Wesley says. “One example is with the call notes. Now that we know RingCentral AI Assistant will automatically generate a summary of our meetings’ contents, everyone can be more present and focused on our internal calls. Nobody needs to waste time stopping to capture something somebody said.”
RingCentral’s AI Assistant summarizes the important details of every customer call–including any follow-up actions the rep promised to take. That’s beneficial in so many ways. It means our reps don’t need to spend time after each call manually writing up their own notes. It means they’re less likely to forget an important detail. Most important, I think, is that it means they have more time to call more leads.
Wesley Stone
Director of Finance and Administration
More recently, Wesley’s team has begun implementing RingSense, an AI-powered solution that provides call intelligence for customer-facing departments. The early results of that rollout has Truck Site’s management team enthusiastic about their ability to continually improve their reps performance.
We can already see how RingSense will provide valuable call insights our managers haven’t had before, by analyzing and scoring our reps’ calls in terms of their tone, responsiveness to customer questions, and other important measures of success.
Wesley Stone
Director of Finance and Administration