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 VGM Group scales healthcare excellence with predictive AI
Region
Americas
Company size
400–4,999
Industry
Healthcare
Products used
Key Metrics
45%
of calls recovered from abandonment with RingCentral AI Receptionist
12 hours
saved each week since integrating Advanced SMS
Overview
VGM Group struggled with a legacy on-premise system that couldn’t support the growing organization’s tens of thousands of monthly calls, nearly half of which went unanswered. Turning to RingCentral AI Receptionist (AIR) and key integrations in the RingCentral App Gallery, the company streamlined their high-volume contact center’s workflows, improving the patient experience and positioning VGM Group to lead the next era of tech-enabled healthcare services.
RingCentral AI Receptionist has added incredible efficiencies to our operations. Our early test runs with the AI proved so impressive, in fact, that we're now planning to roll it out to all departments across the company.
Tina Blitsch
,
Digital Contact Center Solutions Analyst
About our customer
VGM Group, based in Waterloo, Iowa, has served as a leading business partner to post-acute healthcare providers since 1986, earning such awards as Iowa’s Top Workplace and the Employee-Owned Company of the Year. The company’s wide range of services includes group purchasing, online education, insurance, media, and marketing for the 3,500 providers in 9,000 locations it serves across the country.
The challenge: Outdated systems and high call abandonment
The organization relied on outdated on-premise infrastructure that could no longer keep pace with the massive volume of patient and vendor interactions. As the strain of manual data entry and repetitive communication tasks increasingly hindered the Customer Success team’s efficiencies, the company knew they needed a more cohesive cloud-based system to provide the high-touch care that defined their reputation.
- Disconnected Infrastructure: The legacy system lacked the flexibility to integrate with modern cloud tools.
- Blind Spots: Limited visibility into call queues meant a persistently high abandonment rate went unnoticed.
- Manual Bottlenecks: Talent acquisition staff spent hours daily typing individual SMS updates, including appointment reminders and to schedule follow-up visits.
The solution and ROI: An automated, AI-first communication ecosystem
To ensure the company had a communications environment capable of delivering outstanding patient and vendor service even as the volume of inquiries steadily grew, VGM Group turned to RingCentral. The company deployed RingEX paired with RingCentral AI Receptionist (AIR) for business communications, AI Agent for RingCentral Contact Center for its Customer Success team, RingCentral AI Meetings, and Advanced SMS. Consolidating all of these solutions on the unified RingCentral platform has led to quantifiable improvements on key metrics.
- AIR eliminates front-desk bottlenecks by automatically answering and routing the 45% of calls previously lost to abandonment.
- Advanced SMS streamlines the recruitment cycle by enabling shared, team-based messaging on company lines, allowing HR staff to save 12 hours a week through automated candidate updates.
- RingCentral Contact Center utilizes intelligent AI Agents to maintain high-volume support, successfully managing over 70,000 calls within the first six months of implementation.
- AI Meetings makes it easy for the team to walk business customers through the process of setting up VGM Group products, streamlining product onboarding, increasing adoption, and improving the customer experience.
What’s next for VGM Group
The organization plans to leverage RingCentral Workflow Builder to create automated workflows for common tasks such as out-of-office replies, reducing cognitive load on the staff. They are also exploring a beta test of the RingCentral Hubspot integration, available in the RingCentral App Gallery. Integrating their extensive RingCentral communications environment into Hubspot will help VGM Group create a single source of truth for customer information companywide. Finally, the company’s early experiences with AIR have proven so impactful that VGM has begun implementing AIR for all departments across the organization.
To learn more about our customer, visit VGM Group.
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