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Tarrytown Expocare

RingSense AI helps America’s largest IDD pharmacy save time and improve its customer experience
Tarrytown Expocare
Region
Americas
Company size
400–4,999
Industry
Retail
TarrytownExpocare.com
Products used
Business Communications logo
AI Solutions logo
~100%
of Customer Success calls now analyzed by RingSense (up from about 1% before rollout)
20
hours saved each week because the team no longer needs to manually analyze calls
5
minutes to configure and launch RingSense for the Customer Success team
Adding RingSense to our Customer Success department’s RingCentral environment has been invaluable for our operations. The AI and customer insights lets us coach our agents more effectively, gives us insights we never had into trends across our large volume of customer calls, and helps us better serve our customers and their patients.

Matt Pernesky

Director of Customer Experience

The country’s largest long-term care pharmacy serving IDD patients

For individuals with intellectual and developmental disabilities (IDD), timely access to the right medications can be crucial to their well-being and quality of life. That’s why tens of thousands of physicians and other medical providers who care for these individuals depend on Tarrytown Expocare Pharmacy.
The nation’s largest long-term care pharmacy focused exclusively on the IDD community, Tarrytown Expocare is the partner of choice for 25,000 providers serving IDD patients—primarily those living in group homes and other care facilities. The company provides medications to patients in nearly 30 states and has longstanding partnerships with more than 2,000 group homes across the US.

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As the pharmacy most widely used in the US by healthcare providers caring for IDD patients, Tarrytown Expocare handles roughly 1,500 calls each day coming into its Customer Success department.
To ensure the Customer Success team (and other departments throughout the company) were able to deliver a consistently high-quality caller experience—wherever and on whichever devices its employees happened to be—Tarrytown Expocare selected RingCentral’s unified communications solution RingEX several years ago.
But as well as their agents were able to serve callers using RingEX, the Customer Success department’s leadership recognized they still faced a major operational shortcoming. “At most, my team leaders and I were able to manually listen to and analyze a combined 20 calls a day out of 1,500,” says Director of Customer Experience, Matt Pernesky.
“No matter how much time we set aside to review our agents’ calls, we knew we couldn’t be confident that we were catching key trends and other important insights in those calls that would help us continually improve our agents’ performance and our customers’ experience.”
Because of the nature of our work—providing critical medications for IDD patients—every Customer Success call is extremely important. We wanted an AI solution to analyze our large volume of calls and help us identify key patterns and areas we needed to improve, so we could better serve our customers. That’s why we implemented RingSense.
Matt Pernesky
, 
Director of Customer Experience
Although RingCentral’s RingEX was already serving Tarrytown Expocare well as its company-wide cloud communications solution, Matt points out that this didn’t make RingSense AI his default choice. “We vetted the other major conversation intelligence solutions on the market and had our RingCentral account team present their case as well,” Matt says.
Matt and his team found RingSense’s features—particularly the call summaries and sentiment analysis—to be exactly what their Customer Success operation needed. But the deciding factor, Matt explains, was how RingSense overcame his biggest concern.

A five-minute implementation

Matt rolled out a conversation intelligence solution at his previous job. And although that organization was hundreds of times the size of Tarrytown Expocare, the AI tool was a significant challenge to install and configure—even for Matt’s large team with plenty of resources.
“With the other AI tool, we had to build algorithms and write code to customize it for our needs. It was a nightmare. That’s why I was worried about signing up for any new AI solution for our Customer Success team here.”
But as Matt notes, his trial of RingSense demonstrated that the RingCentral solution would not be a repeat of that awful implementation experience. In fact, he says, he can’t imagine how deploying it could have gone more smoothly.
The first conversation intelligence tool I tried to roll out was so complicated and required so much technical work that it felt like we needed an engineering degree just to set the thing up. So you can imagine how relieved I was when we signed up for RingSense, and the implementation took us literally five minutes.
Matt Pernesky
, 
Director of Customer Experience

RingSense saves time and uncovers key business insights

Because his team has been able to easily configure RingSense both to analyze all inbound calls and to monitor specific call details—such as trending topics or customer issues—Matt says he’s seeing several major improvements across his Customer Success department.
“One of our key services is medication delivery, because we partner with care facilities all over the US. Because I can set up a tracker in RingSense AI to flag calls about delivery issues and immediately alert my team about them, we can catch a pattern of late deliveries anywhere in the country very quickly. And considering how important timely delivery of medication is to our providers, that new visibility is invaluable.”
The business intelligence we’re now able to glean thanks to RingSense is amazing. When our team was manually reviewing 20 of our 1,500 daily calls, that was just over 1%. And it took a massive amount of our time. Now RingSense AI analyzes almost 100% of those 1,500 calls—with better analysis than we had in many cases—so we’re getting a more accurate picture of our performance and customers’ issues than ever.
Matt Pernesky
, 
Director of Customer Experience
Finally, Matt points out, he has repeatedly checked the work of RingSense—to test how accurately the solution flags topics, summarizes calls, and even offers agents feedback—and he has been extremely impressed with both the AI tool’s accuracy and how much value it adds.
“RingSense has definitely earned my trust and the trust of my team leaders,” Matt says. “In many cases, when I’m stumped about what feedback to deliver based on a specific call, I check in to see how RingSense AI summarizes it, and I almost always find its assessment to be spot-on.
That high level of confidence, Matt adds, allows him to focus his time and attention on more strategic initiatives than manually reviewing random Customer Success calls.
Since we’ve implemented RingSense and set it to analyze basically every one of our department’s calls, I’ve reclaimed about 20 hours of my time every week. That’s 20 hours I can now devote to more important things to help Tarrytown Expocare and the customers and patients we serve.
Matt Pernesky
, 
Director of Customer Experience

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