Case Studies > Garmin Israel Enhances Customer Experience with Vonage AI

Garmin Israel Enhances Customer Experience with Vonage AI

Technology Category
  • Infrastructure as a Service (IaaS) - Virtual Private Cloud
  • Wearables - Virtual Reality Glasses, Headsets & Controllers
Applicable Industries
  • Healthcare & Hospitals
Use Cases
  • Speech Recognition
  • Time Sensitive Networking
About The Customer
Garmin Israel, also known as Ronlight, is the official distributor of Garmin products throughout Israel. The company is a leader in the area of digital health and personal wellness, spreading the message that living a healthy lifestyle is more than just a fashion trend. Ronlight is committed to making customer satisfaction a top priority and aims to provide good service quickly and efficiently. The company is part of the booming digital health market in Israel, which currently boasts over 500 Israeli digital health companies expanding the nation’s health technology sector.
The Challenge
Garmin Israel, also known as Ronlight, is the official distributor of Garmin products throughout Israel. With the surging demand for smartwatches and wearable technology, Ronlight faced the challenge of scaling their customer experience to meet the needs of their growing customer base. The company was committed to making customer satisfaction a top priority and aimed to provide good service quickly and efficiently. However, their contact centers were only open 9 hours a day/5 days a week, with a waiting time of more than 4 minutes before someone answered. The average call duration was around 3 minutes. The challenge was to automate Ronlight’s contact centers to support a huge number of calls coming in at the same time, 24/7, with no waiting time for customers.
The Solution
To meet this challenge, Ronlight deployed Vonage AI in 2018 to automate its contact centers with a voice AI-powered agent named Ron. Vonage AI was chosen not only for potential cost savings but also for its understanding of Ronlight's goals and its ability to help scale their customer experience. Ronlight was able to implement automations to answer around 60% of caller inquiries within the first 3-5 months of deploying Vonage AI. Ron’s dashboard, created by Vonage AI, enabled Ronlight to monitor the call center’s daily numbers. The transition to Vonage AI also proved beneficial during the COVID-19 pandemic when Ronlight’s employees were not able to work from their offices. Ronlight was able to fully manage from home everything that is usually addressed from their physical call center offices.
Operational Impact
  • The deployment of Vonage AI has significantly improved Ronlight's customer service operations. The company is now able to support a huge number of calls coming in at the same time, 24/7, with no waiting time for customers. This has resulted in quick resolutions to customer issues and positive feedback from customers. The transition to Vonage AI also allowed Ronlight to easily manage their operations from home during the COVID-19 pandemic. The company has praised the high level of support received from Vonage, stating that Vonage support is extremely flexible and responsive, enabling them to easily adjust to ongoing changes in their dynamic business.
Quantitative Benefit
  • Ronlight was able to implement automations to answer around 60% of caller inquiries within the first 3-5 months of deploying Vonage AI.
  • On average, Ron successfully answers more than 70% of the calls without any human assistance.
  • The average duration of calls was reduced from around 3 minutes to less than 1:30 minutes without any waiting time.

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