The leading home/durable medical equipment provider uses AI Receptionist (AIR), AI Conversation Expert (ACE) and RingCentral Contact Center to dramatically improve the patient experience.
Destination Pet
With RingCentral’s unified, AI-powered platform, Destination Pet eliminated missed calls, regained service consistency, and re-focused staff on core pet care.
Region
Americas
Company size
400–4,999
Industry
Healthcare
Products used
We chose RingCentral because their AI solutions and App Gallery directly addressed our core issues.
Sara Kunce
Chief of Staff
Raising the bar on care, love, and the lives of pet families
Destination Pet is a leading provider in the total pet health care space. With a nationwide community of skilled and passionate pet professionals, they offer a comprehensive network of services, including boarding, grooming, veterinary services, and training—across 180+ locations.
Trying to keep pace with business growth
As Destination Pet expanded its locations nationwide, their legacy communications system could not keep pace. On-site staff were constantly juggling incoming calls with in-person pet and customer care, resulting in a high volume of missed calls. These overflow calls were then routed to an offshore call center that, according to Chief of Staff Sara Kunce, "wasn't meeting our service standards and was providing an inconsistent experience for our customers."
For a business focused on personalized care, unanswered calls represented a risk to their brand.
Missed calls are missed opportunities.
Sara Kunce
,
Chief of Staff
A unified, AI-powered communications platform
Destination Pet for its powerful AI solutions and its key integration capabilities. By deploying a unified platform, Destination Pet gained the tools necessary to both capture every lead and elevate the quality of every customer interaction. The RingCentral solution includes three core components.
First, the AI Receptionist is a critical component that helps Destination Pet begin transitioning away from their offshore call center by answering routine calls and questions 24/7. As Kunce noted, the best part is that "we will never have to miss a call again," ensuring comprehensive around-the-clock support.
With RingCentral’s Connected Care integration, RingEX and RingCX connect with their patient portal, giving onsite teams a clear view of who is calling, whether they are an existing or new patient. This visibility allows them to “tailor our services to each individual's specific needs” and allows for better reporting on new pet family acquisition.
Finally, AI Conversation Expert (ACE) ensures all locations adhere to the company's high service standards by monitoring the quality of calls across every site. This capability is key to achieving and maintaining their goal of a 5-star Google rating.
Take a quick tour of RingCentral AI solutions
Back to focusing on what matters most
Destination Pet is confident that the RingCentral platform will deliver a major positive impact on its core business metrics. The integrated solution is expected to drive increased revenue and increased operational efficiencies by converting more new pet families into recurring customers and freeing up valuable time for on-site staff.
By eliminating missed calls and ensuring consistent, personalized service, Destination Pet anticipates a significant increase in Net Promoter Score (NPS). This is a primary goal for maintaining their 5-star Google rating. With RingCentral, Destination Pet gained a reliable, scalable, and intelligent communication system that fully supports their mission to elevate the love and lives of pet families.
RingCentral lets us get back to focusing on what matters most: providing exceptional care and service to every pet and pet family.
Sara Kunce
,
Chief of Staff
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