Echo Global Logistics uses RingCentral to take their client experience to the next level. With the help of RingCentral AI Conversation Expert and AI Quality Management, they’ve unlocked smarter, more efficient workflows at scale.
How Truck Site supercharged sales efficiency with RingCentral AI
Region
Americas
Company size
20–99
Industry
Transportation & Logistics
Products used
Key integrations
KEY METRICS
3x
improvements in productivity, responsiveness, and visibility into operations
100%
improvement in customer satisfaction with company communications
<1 min
to deliver inventory details and quotes during calls using RingCentral’s Salesforce integration
Overview
Truck Site transitioned from a rigid on-premise system to a flexible platform by leveraging the RingCentral App Gallery to unify RingEX with Salesforce. This integration automated data capture to drive a 3x productivity boost, while native AI Virtual Assistant (AVA) features within RingEX eliminated manual note-taking. As they roll out AI Conversation Expert (ACE), the team is gaining 100% visibility into communication-based customer satisfaction.
Between the huge efficiencies our reps gain from using RingEX, and the AI-generated insights we’re seeing from AVA, we’ve found the communications platform to help us deliver an outstanding experience for our customers around the world.
Wesley Stone
,
Director of Finance and Administration
About our customer
Based in Sacramento, California, Truck Site has been a leading global dealer of used commercial vehicles and equipment for over 20 years. The company specializes in refurbishing and selling task-specific trucks, such as street sweepers and fire engines, to governments and private organizations worldwide.
The challenge: Manual bottlenecks and "stuck" communication
Truck Site’s growth was hindered by a legacy phone system that lacked mobility and a CRM integration, forcing their reps into tedious manual workflows. Staff spent hours every week writing call notes and manually updating records, which detracted from time spent closing deals. Without centralized intelligence, leadership struggled to monitor call quality or provide consistent coaching across their high-volume call environment.
- Documentation Friction: Reps were forced to stop and capture notes manually, leading to lost focus and inconsistent data.
- Visibility Gaps: Managers lacked the tools to analyze tone, responsiveness, or customer sentiment at scale.
- Response Delays: The absence of CRM integration meant inventory details and quotes took too long to deliver to urgent buyers.
The solution and ROI: A shift to AI-driven service excellence
To solve these workflow and customer-experience challenges, Truck Site transitioned to RingCentral’s RingEX solution and deployed several of its AI capabilities. With these AI-powered tools, the organization is now running more smoothly, with greater visibility than ever, and delivering excellent service to customers.
- AVA automates the generation of polished call summaries and follow-up action items, allowing reps to remain 100% focused on the customer during live conversations and enabling a 3x improvement in rep. productivity and supervisor visibility.
- ACE analyzes every interaction to score reps on soft skills and responsiveness, providing managers with actionable coaching insights that were previously invisible and leading to a 100% improvement in customer satisfaction.
- The RingCentral App Gallery allows Truck Site to seamlessly connect its RingEX environment to workflow apps such as Salesforce, allowing reps to deliver quotes to customers in under a minute.
What’s next for Truck Site
The team is looking forward to deepening their use of ACE to identify emerging customer needs before they are explicitly stated. By leveraging the call insights, Truck Site plans to further improve their customer experience and global inventory based on real-time sentiment and demand patterns captured. This forward-looking strategy bridges Truck Site’s 20-year legacy of mechanical refurbishing with an aggressive, AI-first approach.
To learn more about our customer, visit Truck Site.
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