Download PDF
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
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.
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 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
Related Case Studies.
Case Study
Smart Water Filtration Systems
Before working with Ayla Networks, Ozner was already using cloud connectivity to identify and solve water-filtration system malfunctions as well as to monitor filter cartridges for replacements.But, in June 2015, Ozner executives talked with Ayla about how the company might further improve its water systems with IoT technology. They liked what they heard from Ayla, but the executives needed to be sure that Ayla’s Agile IoT Platform provided the security and reliability Ozner required.
Case Study
IoT enabled Fleet Management with MindSphere
In view of growing competition, Gämmerler had a strong need to remain competitive via process optimization, reliability and gentle handling of printed products, even at highest press speeds. In addition, a digitalization initiative also included developing a key differentiation via data-driven services offers.
Case Study
Predictive Maintenance for Industrial Chillers
For global leaders in the industrial chiller manufacturing, reliability of the entire production process is of the utmost importance. Chillers are refrigeration systems that produce ice water to provide cooling for a process or industrial application. One of those leaders sought a way to respond to asset performance issues, even before they occur. The intelligence to guarantee maximum reliability of cooling devices is embedded (pre-alarming). A pre-alarming phase means that the cooling device still works, but symptoms may appear, telling manufacturers that a failure is likely to occur in the near future. Chillers who are not internet connected at that moment, provide little insight in this pre-alarming phase.
Case Study
Premium Appliance Producer Innovates with Internet of Everything
Sub-Zero faced the largest product launch in the company’s history:It wanted to launch 60 new products as scheduled while simultaneously opening a new “greenfield” production facility, yet still adhering to stringent quality requirements and manage issues from new supply-chain partners. A the same time, it wanted to increase staff productivity time and collaboration while reducing travel and costs.
Case Study
Energy Saving & Power Monitoring System
Recently a university in Taiwan was experiencing dramatic power usage increases due to its growing number of campus buildings and students. Aiming to analyze their power consumption and increase their power efficiency across 52 buildings, the university wanted to build a power management system utilizing web-based hardware and software. With these goals in mind, they contacted Advantech to help them develop their system and provide them with the means to save energy in the years to come.
Case Study
Integration of PLC with IoT for Bosch Rexroth
The application arises from the need to monitor and anticipate the problems of one or more machines managed by a PLC. These problems, often resulting from the accumulation over time of small discrepancies, require, when they occur, ex post technical operations maintenance.
