Download PDF

RingCentral > Case Studies > Porch's Transformation: From Fragmented Communications to Integrated Platform with RingCentral

Porch's Transformation: From Fragmented Communications to Integrated Platform with RingCentral

Technology Category

Application Infrastructure & Middleware - Data Exchange & Integration
Platform as a Service (PaaS) - Application Development Platforms

Applicable Industries

Telecommunications

Applicable Functions

Product Research & Development
Sales & Marketing

Use Cases

Time Sensitive Networking

Services

Cloud Planning, Design & Implementation Services
System Integration

The Challenge

Porch, a data-driven home service company, was facing a significant challenge in managing its sales and service teams' communications. The teams were constantly interacting with customers and prospects, using Salesforce® CRM to track and manage these interactions. However, Porch's initial communication setup involved a physical PBX and a cloud-based call center solution from different vendors. This setup required additional development work to integrate with its CRM software. The fragmented nature of this system was not only inefficient but also costly. Furthermore, the company was looking to improve its customer service by offering services tailored to the needs of its different users, such as contractors and other professionals who heavily rely on their mobile phones for communication.

About The Customer

Founded in 2013 and headquartered in Seattle, WA, Porch is a data-driven home service company that makes home ownership simple and convenient. The company provides clients with personal and proactive assistance and professionals to get all projects done, both large and small. Porch is accessible through its website, chat, SMS, and partners such as Lowe’s Home Improvement, Wayfair, Williams-Sonoma, and more. For small jobs, clients can book a project with vetted Porch professionals at competitive fixed rates. For larger projects, homeowners are connected with professionals from Porch’s network of over 300K national and local providers.

The Solution

To address these challenges, Porch decided to replace its separate PBX and call center solutions with a single integrated cloud communications platform. The company chose RingCentral, a cloud communications provider that offered seamless integration with Salesforce CRM. This integration included an integrated dialer, allowing employees to make calls directly from the CRM system. RingCentral also offered built-in voice response (IVR) functionality, eliminating the need for additional development work. Furthermore, RingCentral provided extensive administrative functionality out of the box, reducing the need for further development. Porch now uses all of RingCentral's endpoints, including desk phones, softphones, and the RingCentral Mobile® app. The company also plans to expand the use of RingCentral Meetings™ for web conferencing in the future. Additionally, Porch leverages RingCentral's call-back feature to improve customer hold times, significantly enhancing customer satisfaction.

Operational Impact

The implementation of RingCentral's integrated platform has significantly improved Porch's operational efficiency. The seamless integration of communications, call center, and CRM solution has streamlined the company's processes, reducing the need for additional development work and lowering costs. The built-in voice response (IVR) functionality and the integrated dialer have enhanced the company's customer service capabilities. The call-back feature has also improved customer hold times, leading to increased customer satisfaction. Furthermore, the extensive administrative functionality provided by RingCentral has reduced the need for further development, saving time and resources. Overall, the move to RingCentral has provided Porch with a more reliable, integrated platform for its sales and service call centers.

Quantitative Benefit

Porch now pays 25% less than what it was previously paying for its communication services.
The company now has much more functionality, including omnichannel contact center, web conferencing with RingCentral Meetings, and the RingCentral Mobile app.
Porch offers services at competitive fixed rates 20% below market.