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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
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 To ensure that these clients reached the best available investor development specialist, Mynd needed to replace their outdated telephony system with a modern, efficient, agile, and scalable solution.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.
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 They were in need of a modern, efficient, and scalable solution to replace their outdated telephony system and to scale their quality assurance process.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 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
Quantitative Benefit
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