Case Study: RNDC achieves 50% increase in agent productivity and $17M in annual savings with Talkdesk

RNDC’s quest for centralization leads to increased revenue growth and productivity

Republic National Distributing Company (RNDC), one of the nation’s largest beverage alcohol distributors operating across 39 states, needed to centralize and standardize inside sales and customer care after operating like 39 separate companies with fragmented systems, hard-wired phones, and varying compliance/reporting needs. Facing a tight three-month go-live target, RNDC required a consolidated, modern tech stack to improve efficiency, reporting, and agent workflows.

RNDC implemented Talkdesk CX Cloud with Talkdesk for Salesforce to unify CRM and telephony, deploy skills-based routing, workforce and quality management, voicemail reporting, and click-to-call—while positioning for AI-driven features. The transformation boosted agent productivity by about 50%, enabled reps to cover 350 accounts versus roughly 75 previously, delivered ~$17 million in annual savings, improved CSAT (4.9/5), reduced IVR times, and drove measurable revenue and service-quality gains.

RNDC

Gary Matalucci

Vice President, Inside Sales