Destination Pet deployed RingCentral’s AI Receptionist, ACE, and RingCX across 180+ locations to replace inconsistent offshore call centers with 24/7 automated support and integrated patient data.
How The Doctor Redefines Primary Care with Unified AI Communications
Region
Americas
Company size
20–99
Industry
Healthcare
Products used
KEY METRICS
67%
reduction in overall telecommunications expenses
25%
decrease in average call-handle time
<1
abandoned call per day (down from 13)
Overview
The Doctor faced significant operational friction due to a fragmented tech stack that overwhelmed staff and led to missed patient inquiries. By migrating to a unified environment powered by RingEX, RingCX, and AI Quality Management (AIQM), the practice centralized its global communications, drastically reducing overhead while improving responsiveness. This transformation has enabled 100% visibility into patient interactions and established a scalable foundation for their rapid expansion across the Western United States.
Among all of the other benefits our practice is enjoying thanks to RingEX, RingCX, and AI Quality Management, moving everyone into a single, unified environment for our communications has let us reduce our overall telecom expenses by 67%.
Max Tselevich
,
Founder and CEO
About our customer
The Doctor, based in West Hollywood, CA, has delivered an integrative, concierge-level approach to modern primary care since 2015. The practice provides highly sought-after medical support with a focus on compassion, lifestyle medicine, and community-specific care.
The challenge: App overload and fragmented patient journeys
As The Doctor expanded its reach, the practice’s reliance on a disjointed tech stack began to undermine its mission of seamless patient care. CEO Max Tselevich found his global team—spanning from Los Angeles to the Philippines—trapped in "app overload," forced to toggle between separate vendors for messaging, video, and document sharing. This fragmentation created digital blind spots where patient inquiries from Facebook, email, and Apple Business Messaging frequently fell through the cracks.
- Operational Complexity: Doctors and coordinators were "bouncing between tabs like over-caffeinated squirrels" to manage simple peer collaborations.
- Financial Waste: The practice was overpaying for separate legacy vendors by at least 200% before unifying its systems.
- Inconsistent Response Times: Without a centralized dashboard, agents often duplicated work or left digital inquiries unanswered, risking the loss of new patients to competitors.
The solution and ROI: A centralized, AI-powered care model
To resolve the inefficiencies of a scattered infrastructure, The Doctor moved its entire staff onto a single, cohesive communications ecosystem powered by RingEX, RingCX, and AI Quality Management (AI QM). By consolidating every patient touchpoint into a synchronized digital workspace, they provide faster medical responses and deeper administrative clarity.
- RingCX centralizes all inbound inquiries from social media, chat, and email to save the coordination team at least 30% on daily workflows, while AI-generated summaries of every patient interaction slash after-call work by more than 50%.
- AI QM generates automated scorecards for 100% of calls, allowing leadership to identify customer-service "superstars" and cut agent onboarding time from months to weeks.
- RingEX facilitates instant internal messaging that ensures medical assistants and lab teams are prepared the moment a patient arrives, driving wait times under five minutes.
What’s next for The Doctor
As The Doctor continues its rapid expansion by adding new clinics throughout Los Angeles and into neighboring Western states, RingCentral remains the backbone of their scaling strategy. The practice is currently utilizing the coaching insights from AI QM to build a comprehensive knowledge base and standardized training manuals for all future hires. This commitment to sophisticated technology ensures that even as they grow into a regional powerhouse, they maintain the intimate, life-changing care that has helped their patients "dance longer" for over a decade.
To learn more about our customer, visit The Doctor.
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