Case Study: REMCO achieves 3x better agent visibility and 50% less after-contact work with RingCentral RingCX

REMCO triples its call-center visibility, saves 40 hours a month, with RingCX and AI Quality Management

REMCO, a Pennsylvania-based HVAC, refrigeration, and plumbing services company, was struggling with weekly telephony outages, limited visibility into customer interactions, and inconsistent manual coaching. As a result, managers could not easily track performance or find call data, and the IT team was stuck handling constant hardware fixes instead of strategic work. RingCentral’s RingCX contact center and AI solutions were used to address these operational bottlenecks.

RingCentral implemented RingCX with AI Quality Management, supervisor dashboards, automated scoring, and searchable transcripts to unify dispatching and improve oversight. The results included 50% less after-contact work time, 3x greater visibility into agent performance, and 10 hours saved each week on call review. RingCentral helped REMCO replace biased manual QA with automated insights that improved efficiency, productivity, and customer experience.

Remco

Joelle Fleeger

Customer Service Manager