Case Study: Heartland Dental achieves increased revenue and improved patient experience with RingCentral Contact Center

RingCentral Contact Center Helps America’s Largest Dental Support Organization Increase Revenue and Improve the Patient Experience

Heartland Dental, the largest dental support organization in the U.S. supporting roughly 1,400 practices and 13,000 employees, faced a major challenge: missed and mishandled patient calls from busy local offices were costing practices new-patient opportunities. Their legacy on‑prem call center lacked advanced routing, visibility, and automation needed to scale services and protect revenue for partner practices.

By migrating to RingCentral Contact Center (after adopting RingCentral MVP), Heartland implemented automated menus, intelligent routing, AI-powered call review and outbound callback queues, and robocall filtering to prioritize real patient inquiries. The platform now handles about 1 million inquiries per month, doubled chat-initiated callbacks, and converts over 20% of callbacks into new patient appointments, while giving Heartland visibility and tools to improve practice performance and patient experience.

Heartland Dental

Jeremy Stroud

Vice President of Patient Services