Case Study: MedCare achieves faster patient access and lower wait times with RingCentral

MedCare Cuts Call Wait Times 40% with RingCentral

MedCare Equipment Company, a Western Pennsylvania provider of durable and home medical equipment, needed a more reliable way to support 24/7 patient access after its legacy cloud system caused outages, slow administrative changes, and frustrating call routing. The company turned to RingCentral, using AI Receptionist (AIR), AI Conversation Expert (ACE), RingEX, and RingCentral Contact Center to modernize its communications.

With RingCentral, MedCare automated complex call routing, unified voice/SMS/fax, and improved QA and coaching with AI-generated call summaries. The results were strong: routing accuracy rose to 80%+, patient wait times dropped 40%, review time for call summaries fell from 25 minutes to 2 minutes, and the platform delivered less than two hours of downtime over three years.

MedCare

Zac Shannon

IT Manager