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%.
VGM Group
This national leader in post-acute healthcare uses RingCentral’s tools to streamline workflows, improve efficiency, and enhance the customer experience.
Region
Americas
Company size
400–4,999
Industry
Healthcare
Products used
70,000
calls handled by RingCentral Contact Center in six months
12 hours
saved each week by HR manager using the Advanced SMS Inbox
RingCentral has added incredible efficiencies to our operations. Our early test runs 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
Award-winning healthcare business partner
The many business units that comprise VGM Group collectively serve tens of thousands of companies throughout the US and Canada, in industries as wide ranging as home medical equipment, physical therapy, insurance, restaurants, and in-home care. Just a partial list of the business services VGM offers includes group purchasing, online education, fulfillment services, insurance, media, and marketing.
VGM Group’s stellar reputation is reflected in the organization’s numerous industry awards, including Iowa’s Top Workplace, the Employee-Owned Company of the Year, and 2024’s Info-Tech CIO Award for VGM’s CIO Jeremy Kauten.
Take a quick tour of RingCentral
VGM Group chooses Gartner Magic Quadrant Leader RingCentral
Every day, thousands of businesses count on VGM Group to deliver mission-critical products, services, logistics, or other support to power their operations. Just one of the company’s many business units, VGM & Associates, is the largest member service organization in the US for post-acute care providers, serving more than 3,500 providers in 9,000 locations across the country. With such a high volume of customers, vendors, and partners, VGM Group’s IT and Customer Service teams realized they needed a more modern, flexible, and sophisticated communications solution than their legacy on-prem system.
“Our HOMELINK business unit alone takes about 28,000 calls each month, and our Fulfillment Center fields about 20,000 emails monthly,” explains Tina Blitsch, VGM Group’s Digital Contact Center Solutions Analyst. “We needed a more cohesive cloud-based system to help our Customer Success agents be as efficient as possible while giving our customers a consistently excellent experience.”
That objective led VGM Group to investigate cloud communication providers. “We vetted several providers on our own and found RingCentral’s platform the most flexible, comprehensive, and impressive,” says Stacy Palmer, VGM Group’s Director of Communication Services. “Then we turned to the Gartner Magic Quadrant, which we rely on heavily for procurement decisions. And not surprisingly, we found RingCentral as a Leader there as well.”
We use every bit of RingCentral functionality we can: business phone, contact center, messaging, video conferencing, even RingCentral’s Advanced SMS Inbox.
Stacy Palmer
,
Director of Communication Services
More efficiencies with RingCentral’s Advanced SMS Inbox
Antonia Borggreen, Talent Acquisition Partner, adds that RingCentral improves an important workflow for her at VGM Group’s Fulfillment Centers.
“At any time, we might have 25 open roles at our four Fulfillment Center locations, in Tennessee, Iowa, Pennsylvania, and Arizona. I’m managing all of those candidates’ hiring processes. To keep these people updated on application status, interviews, and start dates, I used to manually text each person, sometimes dozens of SMS messages a day. Thanks to RingCentral’s Advanced SMS Inbox, I can send an unlimited amount of text messages for upcoming interviews and onboarding. I can also easily send templated messages or bulk texts to several people at once, and I never need to manually type in the message itself or the person’s number.”
Antonia also notes that she saves additional time with specific, helpful features in the solution. “Instead of having to scroll through each message to figure out where we are, I can just add a little dated note that stays at the top of the SMS thread. That way, when I’m communicating with a candidate or a new-hire, I can instantly see exactly what our last contacts were about. That saves me a lot of time and hassle all by itself.”
I’m communicating with 15 to 30 people a day, and I can automate much of the SMS process. So I’d say the Advanced SMS Inbox saves me a day and a half per week. It’s also less costly than our old texting tool.
Antonia Borggreen
,
Talent Acquisition Partner
Planning future growth with RingCentral
As Stacy explains, both the Communications and Customer Success teams at VGM Group have been pleased with the workflow improvements they’ve been able to create using RingCentral’s many capabilities. “We’re benefiting from the business phone system, the Advanced SMS Inbox, the Contact Center, and of course the tools,” she says. “Some of my teams even use RingCentral Video to walk customers through setting up our products, and that has been extremely helpful.”
VGM Group is creating so many operational improvements with RingCentral, in fact, that Stacy says her team has plans to take advantage of even more of the platform’s functionality.
“My team is looking forward to rolling out the RingCentral Workflow Builder design tool to create automated workflows for things like our out-of-office replies,” she says. “We’re also exploring the beta for the RingCentral Hubspot integration."
RingCentral has consistently proven a great partner. They listen. They’re responsive. And they continuously put out innovative functionality. That’s how I know this will be a long-term partnership.
Stacy Palmer
,
Director of Communication Services
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