Revenue.io > Case Studies > Mynd Enhances Quality Assurance and Efficiency with Revenue.io

Mynd Enhances Quality Assurance and Efficiency with Revenue.io

Technology Category

Networks & Connectivity - Gateways

Applicable Industries

Equipment & Machinery
Finance & Insurance

Applicable Functions

Quality Assurance
Sales & Marketing

Use Cases

Leasing Finance Automation
Predictive Quality Analytics

Services

System Integration
Testing & Certification

About The Customer

Mynd is a company that combines world-class technology and local expertise to simplify the process for investors to find, finance, insure, lease, manage, and sell single-family rental properties. They also assist residents in finding great homes to rent in more than 25 markets across the country. Each month, Mynd conducts thousands of outbound calls to current and prospective investors. They were in need of a modern, efficient, and scalable solution to replace their outdated telephony system and to scale their quality assurance process.

The Challenge

Mynd, a company that simplifies the process of finding, financing, insuring, leasing, managing, and selling single-family rental properties, was facing a significant challenge. Each month, they were conducting thousands of outbound calls to current and prospective investors. To ensure that these clients reached the best available investor development specialist, Mynd needed to replace their outdated telephony system with a modern, efficient, agile, and scalable solution. They required an IVR system that could easily create and edit call routing rules to manage a high volume of inbound calls. Their existing system made it difficult and time-consuming to make these necessary routing adjustments. Additionally, Mynd needed to scale their quality assurance but lacked the conversation intelligence to determine which calls to monitor and how to deliver quality assurance at scale.

The Solution

In search of a solution that offered an efficient scalable IVR and a tool that scaled well, Mynd chose Revenue.io. They began by implementing RingDNA, an automation tool that allowed reps to make more calls a day through features like activity logging and click-to-dial. This not only increased productivity for the reps but also provided managers with additional insight. Following the initial success with RingDNA, Mynd implemented Conversation AI to assist with quality assurance. Conversation AI enabled a quality assurance team to diagnose calls, review what’s being said, and look at behavioral metrics, such as when reps are talking over prospects or talking too much. This AI-powered tool provided the scalability and adaptability Mynd needed to enhance their quality assurance process.

Operational Impact

The implementation of Revenue.io has brought significant operational benefits to Mynd. The company has been able to save a considerable amount of time, as changes can now be made in minutes, unlike the previous system that required articulate coding or after-hours work. The Conversation AI tool has enabled Mynd to audit a large number of calls every month and leave detailed notes on hundreds of calls, enhancing their quality assurance process. Furthermore, the customer support provided by Revenue.io has been highly impressive, with almost all issues resolved on the same day. Mynd has felt listened to by the entire Revenue.io team, and they feel more like a partner than a client, with their recommendations on features and functionality being taken into consideration.

Quantitative Benefit

Revenue.io enabled Mynd to quickly onboard a quality assurance team to review, score and annotate hundreds of monthly calls.
The AI-powered analytics provided by Revenue.io empowered sales managers to make data-driven decisions.
The intuitive and scalable interface of Revenue.io allowed Mynd to create or revise complex routing rules in minutes.