This leading collections agency uses RingCX to save money, connect with more debtors, give more visibility to the team’s contact center managers, and boost employee satisfaction by at least 50%.
How Griffith Financial Services wins back time for advisors and clients
Region
Americas
Company size
1–19
Industry
Financial Services
Products used
Key Metrics
20%
increase in revenue since implementing AI Receptionist (AIR)
40%
time saved with RingCentral SMS
Overview
Griffith Financial Services replaced manual text workarounds with RingCentral AI Receptionist (AIR) and RingEX. This shift to automated scheduling and FAQ resolution modernized the client experience while boosting revenue by 20%.
I realized that if we could equip the AI Receptionist with answers to common questions, and direct prospects to the right places to take action, we could deliver better service and limit our interruptions throughout the workday.
Jim Griffith
,
CEO
About our customer
Griffith Financial has provided trusted wealth management and estate planning services to individuals and business owners for two decades. The firm's mission is to help clients at every life stage build a sound financial future through expert investment portfolios and retirement management.
The challenge: Infrastructure constraints and inbound overflow
As the firm’s reputation grew, the volume of inbound inquiries began to overwhelm existing workflows. A significant friction point emerged when clients started calling the CEO directly on his personal cell phone, creating a disruptive environment where his only recourse was to send delayed, manual text messages while on other calls.
This infrastructure relied on inefficient workarounds that compromised staff productivity and the client experience.
- Manual Interruption: Executives had to pause critical work to answer routine questions or schedule appointments.
- Disjointed Systems: Team members across the United States, struggled to share call queues or transfer inquiries across local landlines and personal devices.
- Service Wait Times: Callers faced long delays for basic information, such as FAQs or resource links.
The solution and ROI: Driving growth with an intelligent call resolution
To solve the challenge of manual workflows and fragmented access, Griffith Financial Services adopted a unified communication suite. RingCentral delivers the following results with an AI first workflow:
- AIR drives a 20% increase in total revenue by automating FAQs and appointment scheduling via Calendly—an integration that required only 30 minutes to implement.
- RingEX solves the problem of disjointed systems by uniting the firm's Mississippi and California locations on one unified platform. RingCentral SMS and call routing contribute to 40% of time with digital communication.
What’s next for Griffith Financial Services
Griffith Financial Services is currently focused on expanding the firm's digital transformation by integrating RingEX and AIR into a Salesforce environment to further refine workflow automation.
Jim also plans to leverage RingCentral reporting and analytics to uncover new business intelligence and continue improving client satisfaction scores.
This strategic adoption of modern technology ensures that the firm's twenty-year legacy of personalized service continues to scale alongside its growing national presence.
To learn more about our customer, visit Griffith Financial Services.
More to explore
This leading financial services company uses AI Conversation Expert to improve sales by 40% and save the department 50 hours monthly.
emoa Mutuelle modernizes its communications and prepares for an enhanced customer experience with RingCentral.
Autopay
The highly rated auto-loan specialist uses both the RingEX unified communications and RingCX contact center solutions to improve efficiencies and the customer experience.
AgCountry
AgCountry uses RingCentral to save their staff time and significantly improve communication with customers.
Eclipse Insurance
RingCentral’s AI Conversation Expert Helps Eclipse Insurance Boost Sales, Improve Client Service, and Scale Their Business