Case Study: AseraCare improves customer service through analytics-driven engagement with RingCentral

RingCentral Helps AseraCare Improve Customer Service Through Analytics-Driven Customer Engagement

AseraCare, a hospice provider with 53 offices across 19 states, needed a reliable, cost-effective communications system after separating from its parent company. The organization had to route referral and support calls seamlessly between a centralized contact center and local offices, support mobile nurses and remote staff, and gain visibility into call-and-agent performance to ensure consistently high-touch patient service.

AseraCare implemented RingCentral MVP™ with RingCentral Live Reports, using cloud-based IVR routing, standardized phone services, and dashboards integrated with Jira and historic reports. The solution eliminated on-premises servers and multiple carrier relationships, gave users self-service control over phones, and provided real-time analytics on queues, hold times, and agent metrics—enabling managers to intervene in the moment, improve agent accountability and training, and deliver better, more efficient patient care.

AseraCare

Matt Dillman

IT Support Supervisor