Case Study: Rently improves call insights and CSAT with Dialpad

How Rently handles 2 to 3,000 calls a week. While maintaining a 4.5+ CSAT score

Rently, a provider of self-touring and smart home technology for property managers, needed a more stable communications platform to support its growing customer care operation. Its previous system was outdated, prone to crashes, and produced inaccurate reporting, making it hard to handle calls, track performance, and meet KPIs. Rently turned to Dialpad and its call center tools, including IVR, reporting, and call journey features.

With Dialpad, Rently quickly deployed a simpler IVR that routes callers to the right department, gained clearer visibility into call paths, and improved reporting and capacity planning with heat maps and AI-driven insights. The result was a smoother call center operation, better accountability, and stronger support quality, helping Rently maintain a 4.5+ CSAT score while improving agent coaching and troubleshooting accuracy.

Rently

Sahil Farooqi

Head of Customer Care