Improving Customer Support Efficiency: A Case Study on Home Inspector Pro
Technology Category
- Automation & Control - Human Machine Interface (HMI)
- Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries
- Buildings
- Equipment & Machinery
Applicable Functions
- Sales & Marketing
Use Cases
- Real-Time Location System (RTLS)
- Time Sensitive Networking
Services
- System Integration
About The Customer
Home Inspector Pro is a small software company based in Los Angeles, California. Founded in 2004, the company provides a complete software solution for both residential and commercial building inspectors. Their software helps inspectors compile and organize their reports, which can include multiple photos and a structured breakdown of everything that needs to be corrected for a given property. The software also tracks contracts and other industry-specific data. In addition to their main software, the company provides marketing websites for inspectors and a cloud service that allows them to upload and share their reports with real estate agents and other clients. They also offer Android, iPhone, iPad, and Chromebook apps to assist with capturing notes on site.
The Challenge
Home Inspector Pro, a small software company providing solutions for commercial and home inspectors, faced a challenge in managing their customer support calls. With an international customer base, the company received support calls on eight direct lines, which were configured to ring the line of the first available employee. To enhance their service, the company tracked the length of calls, hold times, and instances where customers hung up without speaking to anyone. However, this process was manually done by employees, which was not only time-consuming but also inconsistent. The company needed an automated solution to improve its response time and ensure consistent logging of calls.
The Solution
Home Inspector Pro turned to the RingCentral platform to automate their call tracking process. The platform was integrated with Google Sheets, which served as the company's call-tracking system. This integration allowed for real-time updates of call statistics, enabling employees to respond promptly when a customer had waited on hold for too long or hung up without speaking to anyone. The automation of call tracking improved the company's response time by about 15 minutes per call and ensured more consistent logging of calls. The first version of the integration was created by studying RingCentral’s web-based administrative user interface and simulating a user’s browser-based interactions to fetch data and feed it into Google Sheets. However, this improvised system was replaced with a more reliable solution using RingCentral's platform APIs when they became available.
Operational Impact
Quantitative Benefit
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