Case Study: Foundation Partners Group achieves 99% CSAT with RingCentral ACE

Foundation Partners boosts CSAT to 99% with RingCentral

Foundation Partners Group, a provider of funeral and end-of-life services, faced a significant challenge due to a complete lack of agent performance data and quality assurance. With no visibility into their call representatives' work and no standard operating procedures, the company struggled to provide consistent, high-quality service across its markets. To address this, they turned to the vendor RingCentral for a solution.

RingCentral implemented its RingEX platform with AI Conversation Expert (ACE), which automated quality assurance by scoring every call and providing immediate feedback to agents. This AI-driven solution enabled a data-driven coaching culture. The results for Foundation Partners were substantial: customer satisfaction scores surged to 99%, quality assurance scores increased by seven points, and each new market began generating approximately $100,000 in additional monthly profit.

Foundation Partners Group