See how Rently maintains 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?)

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?

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?”

“A huge advantage for our reporting”

With Dialpad's professional services business phone service, 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:

Creating super-agents 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 Ai is. During the call, it 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.

What about after the call? Well, the transcripts Rently can reference after each call are automatically transcribed by Dialpad Ai, which has analyzed over fourbillion 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.

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.