Case Studies > 24HR Lockouts Enhances Customer Experience with RingCentral Platform Integration

24HR Lockouts Enhances Customer Experience with RingCentral Platform Integration

Technology Category

Analytics & Modeling - Real Time Analytics
Platform as a Service (PaaS) - Application Development Platforms

Applicable Industries

Automotive
Telecommunications

Use Cases

Construction Management
Real-Time Location System (RTLS)

Services

System Integration

About The Customer

24HR Lockouts Inc. is a leading provider of emergency locksmith services for residential, commercial, and automobile needs. Founded in 1999 and headquartered in San Clemente, CA, the company has a team of 25 employees and contractors. 24HR Lockouts is committed to providing a seamless and efficient experience for customers who find themselves locked out of their homes or cars, and for the locksmiths who provide the services. The company's vision is to transform the customer experience by delivering real-time updates and speeding up the dispatch process.

The Challenge

24HR Lockouts, a leading provider of emergency locksmith services, was facing challenges with its on-premise communications system. The system was proving to be inefficient, especially with many dispatchers working from home. It was also costly, complex to maintain, and not reliable enough for the type of emergencies 24HR Lockouts’ customers faced. The company needed a solution that would allow for seamless integration with their custom CRM and dispatch system, and provide an efficient and transparent process for both customers and locksmiths. The goal was to enhance the customer experience by providing rapid, accurate updates regarding the status and expected arrival of a locksmith, and to make the process more convenient and efficient for locksmiths.

The Solution

24HR Lockouts replaced its previous communications system with RingCentral, a cloud-based communications system. The company joined the RingCentral Developer Program and explored the APIs available to implement its strategic vision. In less than two months, they were able to fully integrate the RingCentral platform with their CRM system using the JavaScript SDK. The integration allowed for automated SMS-based communications for efficiency and peace of mind. Most requests for locksmith services come in via phone, and RingCentral’s call management APIs are used to handle these incoming calls. The messaging APIs are used to send and receive SMS messages, enabling real-time, bi-directional communication with customers and locksmiths. All the data is then logged into 24HR Lockouts’ dispatch system for tracking purposes.

Operational Impact

The integration of the RingCentral platform with 24HR Lockouts’ CRM system has resulted in a more efficient and transparent process for both customers and locksmiths. Customers are now able to receive real-time updates regarding the status and expected arrival of a locksmith, reducing their anxiety during a stressful situation. Locksmiths benefit from the convenience and efficiency of receiving and confirming jobs, and providing updates. The solution has also allowed for the building of deeper customer relationships, with all interactions done through a single number for phone and text messages. This makes it easy for customers to save the number for future use. The company is also exploring the possibility of allowing customers to submit service reviews at the end of a job, and leveraging SMS as a channel for nurturing customers and introducing new services.

Quantitative Benefit