Case Study: Central Health achieves faster IT issue resolution and improved collaboration with RingCentral Glip

Central Health Boosts Collaboration and Transforms User Support by Harnessing RingCentral

Central Health, an Austin-based healthcare organization serving Central Texas, relied on a Joint Technology team to support Tier 1–3 IT services but struggled with slow, fragmented communication. Teams depended on email and a ticketing system, which led to assumptions about ownership, delayed responses, and inefficient cross-team collaboration.

To fix this, the Joint Technology team piloted RingCentral Glip™, creating escalation and topic-specific chat spaces for real-time collaboration. By routing issues through these chats before reassignment, they sped ticket resolution, enabled live support while callers remained on the line, built shared knowledge, and integrated Glip into core processes—resulting in faster customer service, better resource use, and more proactive IT support.

Central Health

Angela Schmiedeke

Systems Analyst Supervisor