Case Study: National Pharmacies improves customer experience and cuts telephony costs with RingCentral

National Pharmacies cuts helpdesk calls 25% with RingCentral

This case study features National Pharmacies, a retail pharmacy chain in Australia. Faced with the mandatory decommissioning of PSTN services and using an outdated, costly mix of on-premise telephony, they needed a modern, unified solution. Their old systems lacked visibility, IVR capabilities, and flexibility, which became acutely problematic during events like COVID-19 lockdowns. National Pharmacies chose to implement RingCentral's communications platform to address these challenges.

By deploying RingCentral across its stores, National Pharmacies consolidated its telephony onto a single, cloud-based service. This provided immediate visibility into call volumes and types, enabled customizable store-level IVR, and allowed for rapid deployment. The results included a 25% reduction in helpdesk calls, approximately $200,000 in avoided hardware upgrade costs, and significant annual telecom savings. RingCentral also improved customer experience during high-demand periods and created a platform for future integration with tools like Microsoft Teams.

National Pharmacies