Case Study: Porch achieves reliable, integrated communications and 25% cost savings with RingCentral

RingCentral Provides a Reliable, Integrated Platform for Sales and Service Call Centers

Porch is a data-driven home services marketplace that connects homeowners with vetted professionals and partners like Lowe’s and Wayfair. Because its sales and service teams rely heavily on phone-based interactions tracked in Salesforce, Porch’s legacy mix of a physical PBX and a separate cloud call center—with custom integrations—led to dropped calls, failed integrations, high churn, and operational complexity.

Porch replaced the fragmented stack with RingCentral’s integrated cloud communications and Contact Center, which provided a Salesforce-integrated dialer, built-in IVR, omnichannel contact handling, mobile apps, and out‑of‑the‑box admin tools. The change delivered greater stability and functionality, improved hold times and customer satisfaction (via call‑back and SMS), reliable support, and reduced costs by about 25%.

Porch

Ankur Pradhan

Senior Salesforce Developer