This Colorado-based clinic leveraged RingCentral's AI Receptionist to significantly reduce missed calls and increase new patient intakes by 60%.
EVP Eyecare
This fast-growing ophthalmology network uses RingCX to improve efficiencies for its customer support and billing teams and to create outstanding call experiences for patients.
Region
Americas
Company size
100–399
Industry
Healthcare
Products used
60%
of staff now can quickly call back customers with RingCX callback feature
65%
improved customer satisfaction with businesses using AI
67%
of companies that leverage AI report faster resolution times
RingCX has helped us improve the caller experience in many ways: connecting patients with the right people quickly, offering a callback rather than waiting on hold, and creating consistently excellent experiences whichever team they dial. Considering our communications are often about life-changing eye care, I can’t tell you how valuable these call-center capabilities are.
Chris Harper
Senior Vice President of Operations
Improving lives through better vision
From cataracts to glaucoma to corneal surgery, eye health is a complex field requiring a wide range of medical expertise. EVP Eyecare, a network of ophthalmology practices, brings together a highly recommended team of specialists, working collaboratively across these and other disciplines to help thousands of patients every year improve their vision-health outcomes.
Thanks in large part to a strong reputation from patients, the company has steadily grown and expanded its geographical presence over the years. Today, EVP Eyecare maintains a network of more than two dozen facilities (including eyecare centers and ambulatory surgical centers) across Colorado, Texas, and Arizona.
Envisioning a better phone system to support the company’s growth
EVP Eyecare has expanded in recent years into new geographical areas, through a combination of organic growth and mergers with other ophthalmology practices. Chris Harper, SVP of Operations, explains that the rapid pace of growth placed a strain on the company’s customer support operations and the caller experience.
“Without a true, centralized contact center solution for the entire organization, we had inconsistent levels of functionality and efficiency for our different support teams as well our billing agents. Our supervisors for these departments didn’t have consistent reporting data or analytics to help them monitor and coach their agents.”
Before RingCX, we had teams of agents on different systems, each team functioning like an island. We wanted to bring these groups together, give them the best call-center capabilities, and empower them to operate as one supported team.
Chris Harper
,
Senior Vice President of Operations
RingCX helps provide outstanding patient experiences
Harper explains that EVP began moving the patient support and billing teams onto RingCX in phases—starting with the company’s Arizona facilities, then implementing the solution across Colorado, and finally moving the Dallas-Ft. Worth teams onto RingCX. With all of these patient-facing groups now using the solution, he says, EVP is seeing significant operational improvements.
“One big advantage is our teams can collaborate and help each other improve their operations. With the old system, we had to call a vendor for help with everything. Now our supervisors can manage their call flows, set up the callback feature and the outbound dialer, as well as other self-managed features of RingCX. And if they have trouble, they can lean on their partners in other regions for help.”
Additionally, with features including the callback option to the auto-outbound dialer helping to make calls more convenient and responses quicker, Harper notes that implementing RingCX has also led to clear improvements in the patient experience.
The 60% of our business that wasn’t using a true call-center platform can finally offer a callback option. That has decreased hold times, because many patients opt for a callback. Also, RingCX’s easier phone tree and routing options have reduced abandonment rates. These features are dramatically improving our patient relations.
Chris Harper
,
Senior Vice President of Operations
In fact, EVP is not alone in experiencing these RingCX benefits. Today’s businesses expect AI to positively impact their customer satisfaction scores by 65%.
Explore our RingCX demo
Improving visibility for patient-support supervisors
Yet another operational improvement EVP is enjoying thanks to RingCX is a granular level of performance data and analytics.
“The supervisor dashboard is easy to use and gives all our teams a quick glance of call volume, agent performance, and other key metrics. Having this data in one place, for every teammate on RingCX, gives all supervisors consistent access to insights across departments. That means everyone is speaking the same language when they report to our executives and investors, whether they’re talking about patient support or billing.”
Saving money and time with RingCX
Harper notes that RingCX has enabled the company to reduce some costly telecom-related services. For example, he explains, leveraging RingCX’s built-in analytics platform has allowed the company to save money on data storage fees, maintenance and management of an offsite data warehouse, and in-house employees’ time programming their business intelligence software to extract relevant reports from this raw telephony data.
We had to connect our calls to a data warehouse, then use a data analytics tool to generate reports. Because RingCX’s analytics engine is so strong and intuitive, we were able to eliminate that warehouse and the analytics tool.
Chris Harper
,
Senior Vice President of Operations
Just as valuable as the cost savings, Harper adds, is that eliminating these extra steps to generate relevant call-data reports allows EVP’s team to refocus their energy on more strategic analytics projects.
“RingCX’s built-in analytics lets us redeploy our analysts’ expertise to more valuable uses than extracting and preparing call reports.”
A future patient experience further improved by AI
Harper also points out that his team’s selection of RingCX was informed by their strategic plan to implement AI capabilities to improve workflows and efficiencies. A recent study, for example, finds that 67% of companies using AI to analyze customer conversations report faster resolution times. That explains why, in a related finding, 91% of leaders expect their companies’ AI investments to grow over the next three to five years.
With that in mind, Harper says, his team was looking beyond the significant workflow improvements they knew RingCX would enable right away.
“We knew we’d be implementing RingCX AI Quality Management over time, and that this AI would help our teams improve their workflows and create even better patient experiences. We’re very excited about leveraging the AI for summaries of our calls, to learn how agents are saying things, their tone of voice, whether they’re being empathetic, their listening skills. Those insights are going to tremendously improve how our supervisors lead and our agents perform.”
Additionally, Harper expects to see significant improvements in both efficiency and the patient experience when his team implements RingCX’s AI Agent Assist. He’s particularly enthusiastic, he explains, about use cases in which the Agent Assist can help the company’s agents on live calls to answer less-common questions, even if the AI solution’s real-time suggestion is to suggest the patient save the question for the doctor during their upcoming clinic visit.
I know AI Quality Management is going to help us in many ways, but what I’m most enthused about is the AI Agent Assist, which can give our patient-support agents real-time help on calls. I think just the confidence that’s going to give our agents will have a monumentally positive impact on their performance.
Chris Harper
,
Senior Vice President of Operations
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