Axis Integrated Mental Health
This Colorado-based clinic leveraged RingCentral's AI Receptionist to significantly reduce missed calls and increase new patient intakes by 60%.
In healthcare, responding quickly to patient calls can be the difference between gaining a new patient and losing them to another provider. However, we must balance speed with providing accurate solutions to patient concerns. Agent Assist has revolutionized our practice. With a 15% reduction in average handle time, we're now able to address patient issues swiftly and accurately, ultimately allowing us to serve more patients without compromising on care quality.
Thanks to RingEX, unifying our communications into a single platform reduced telecom expenses by 67%. To find that degree of savings and at the same adding so many new capabilities to our communications workflows is just amazing.
We set up our cardiologist partner on RingEX as a guest, and he was so impressed that he moved his team onto the platform. We also communicate so much over RingEX with the local branch of a national pharmacy chain, and they’ve been so impressed with it, that most of that pharmacy’s LA locations signed up for RingEX as well.
We’ve become so much more efficient and responsive using RingCX to centralize all inbound inquiries from all channels and automatically assign each inquiry to the right agents. That’s saving us at least 30% on those workflows.
I’ll give you two examples of how RingCX has helped make our care coordination team so much more efficient and responsive. Our average call-handle time has dropped from 3:20 to 2:30, a 25% time savings on each call. Plus, with RingCX’s built-in Quality to summarize and document every call, our agents save more than 50% of their after-call work, allowing them to help more patients.
We've created RingCX as our omnichannel solution. So no matter what—whether you're contacting us on Instagram, X, SMS, Apple Business Messages, or WhatsApp—you will reach the same people in exactly the same fashion and with the same fast response.
We’re building such a valuable knowledge base using the insights from the Quality Management feature that we’re already seeing a reduction in the time it takes to onboard a new care-coordination agent and make that person a customer-service superstar. In fact, we’re anticipating the RingCX capabilities will help us take that onboarding period from months down to just weeks.
Prior to implementing RingCX’s AI Quality Management, we could at most manually review maybe 2% of all calls. Now, though, with AI Quality Management automatically doing all the work of summarizing and documenting our calls, we can easily review 100% of them. That means we can gain more learnings and insights into what works and what doesn’t than we’ve ever had as an organization.
Our patient support operation in the Philippines uses the RingCentral app to power so many of their workflows, and having RingCX embedded right in that app has been a real game-changer for the entire department. It has really helped our support agents deliver an outstanding patient experience.
The more staff and patients we add to our practice, the more important it is to standardize systems and processes. So we’re using the coaching capabilities in AI Quality Management to create the manuals and guides for our contact center operations. We always worried about building a knowledge base because it seemed like such a daunting task. But RingCX is basically delivering it to us as a gift.