Customer Stories

How Rently handles 2 to 3,000 calls a week... While maintaining a 4.5+ CSAT score

Rently provides property managers with self-touring and smart home technology and support. As home rentals adapt to the digital age, Rently’s technology has become more essential and widespread, which also means their customer support team needs to be able to properly handle all the incoming and outgoing calls, manage reporting, and meet their KPIs.

The thing is, their communications platform just wasn’t up to that task.

Sahil Farooqi, Head of Customer Care at Rently, knew that they needed an upgrade. The solution Rently was using had a fair share of issues, from constant crashes to inaccurate reporting, and it just wasn’t worth the money it was costing them.

Rently needed a more stable and flexible environment that could keep up with the company’s growth—without constantly crashing or needing maintenance.

All their communications in one easy place

Now, all of Rently’s communications, both internal and external, are on Dialpad. (Safe to say they liked it?)

“Dialpad is very intuitive and doesn’t have a learning curve, you can understand it and start using it right away. It’s had multiple positive effects on our call center environment.”
Sahil Farooqi
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Head of Customer Care

Rently has one customer service department each for renters, property managers, and technical installers calling in. Whenever someone calls, they can easily reach the right department, and Rently’s team can even make sure the agent knows what they’re calling about as soon as they pick up the phone.

How?

“With Dialpad, we were able to set up a lower-complexity IVR than what we were used to. Our older IVR was very basic and outdated, and I was able to quickly implement Dialpad’s IVR. Now customers call one number and are quickly sent to the right department. It’s very smooth.”
Sahil Farooqi
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Head of Customer Care

Not only does each call reach the right person, but Sahil and the rest of the team at Rently can see exactly how it got there. If a call is forwarded or routed, that’s all recorded and tracked, so when an agent picks up the phone and gets an unexpected question, there’s no more wondering “Why did this call get forwarded to me?”

“One thing that I love in Dialpad is the call journey feature, where you can see where calls were routed, forwarded, and changed. It’s beautiful, and brought a lot of peace of mind to our call center operations—there’s no more wondering where a call came from or how someone got it.”
Sahil Farooqi
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Head of Customer Care

“A huge advantage for our reporting”

With Dialpad, every call provides important insights that can help Rently’s agents learn and improve. “We’re handling 2 to 3,000 calls a week with Dialpad,” says Sahil.

At the end of each call, all the information is logged automatically, thanks to Dialpad’s Salesforce integration. Agents used to have to log their calls manually, which took time and was, well, a pain. Now? It’s just there as soon as they hang up.

If Rently’s agents ever need to go back and check the call, Dialpad gives them more than one way to do that too. They can go and listen to the call recording, or they can check the transcript (which Dialpad also automatically creates).

But all the call logs and transcripts in the world won’t make a difference if Rently can’t get any information from it. They still need to check things like their CSAT, service levels, how quickly agents are answering calls, and total handle time. That’s a lot of metrics to follow… and Dialpad tracks all of them (and more):

Now, Rently has insights into all aspects of their call centers. And with Dialpad, they’re earning CSAT scores of over 4.5 in all their verticals (which is great—and also new because compared to their previous provider, where they couldn’t see their CSAT scores at all).

There were even analytics that Rently’s managers didn’t know they needed. Call centers can be high-stress environments, especially when they’re hit by an unexpected surge in calls. With the heat maps, they’re no longer unexpected, and the call centers can prepare:

“I love the heat map. Not only does it help my managers with capacity planning way in advance, we can also take those analytics and show it to our property managers so they can get a very unique set of evidence about calls coming so they can hire more people or extend our work hours.”
Sahil Farooqi
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Head of Customer Care

Keeping agents trained with AI

Normally, having someone listening in on a call can be an unnerving experience. But what if that someone was actually voice-powered Artificial Intelligence, and it listens to calls to help agents in the moment and improve training?

That’s exactly what Dialpad’s Voice Intelligence (Vi) is. During the call, Vi listens in to identify keywords, and can automatically pop up a Real-Time Assist (RTA) card on agents’ screens to help them answer tricky questions.

For example, if agents are getting tricky questions about rental policies or ending a lease, Rently can create an RTA card and set it to pop up whenever phrases like “cancel a lease” or “end a lease” are spoken on a call so that agents have all the info they need:


“Having the RTA card pop up helps us do proactive quality stabilization. It tells the agents what they have to say accurately, and the fact that it pops up every time an installer calls helps us know we’re providing the right troubleshooting steps.”
Sahil Farooqi
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Head of Customer Care

What about after the call? Well, the transcripts Rently can reference after each call are automatically transcribed by Voice Intelligence, which has analyzed over one billion minutes of voice calls. Those transcripts can be used for training, reviews, and quality control the likes of which Rently could only hope for before.

“Vi has been a huge advantage for our reporting. We have a vast offshore operation for support, where we’re running a full-service call center and trying to provide all levels of support. Dialpad has been crucial in making sure the reporting is accurate and for our managers to hold agents accountable and actually learn things from the Vi recording.”
Sahil Farooqi
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Head of Customer Care

From call routing to call analytics to caller satisfaction, Rently has seen a huge improvement ever since they switched to Dialpad. Now when anyone needs to contact Rently, whether it’s a renter looking to tour a home or a property manager making sure their equipment is properly installed, they’re sure to get the help they need, when they need it.

Does your real estate or property management organization need a better way to communicate with renters, property managers, or clients? Book a product tour to see how Dialpad can work for you!