customer stories
RNDC’s quest for centralization leads to increased revenue growth and productivity.
USE CASE
Sales, Service & Support
INDUSTRY
Retail & Consumer Goods
INTEGRATION
Talkdesk for Salesforce
KEY METRIC
↑ Improved agent productivity by 50%
↓ $17 Million savings in annual expenses
If it’s fun, we’re doing it right!
Republic National Distributing Company (RNDC) distributes wholesale wine and spirits across the United States connecting with leaders in liquor stores, bars, and restaurants from coast to coast. Alcohol distribution laws and regulations are state-driven, and RNDC operates with a team of 14,000 associates spanning 39 states.
"Now we know exactly how many customers are calling, when they’re calling and what they need. This has been a major improvement in our customer experience overall."
Gary Matalucci Vice President, Inside Sales at RNDC
Republic National Distributing Company (RNDC) had a mission: become a centralized business with a standardized inside sales and customer care team. To accomplish this, the brand needed to restructure its large network that included 39 different companies.
RNDC was able to enjoy seamless accessibility and enhanced functionality, from the ability to access reports on the number of daily calls to optimizing human resources through an easy-to-use platform. Talkdesk empowered their agents to do more with less and made a measurable impact on revenue, productivity, and customer care quality. The impactful features they were able to leverage were routing inbound calls to ring groups, workforce management tools, quality management and integration with Salesforce.
