Case Study: Tarrytown Expocare achieves faster customer insights and saves 20 hours a week with RingCentral

RingSense For Sales AI Helps America’s Largest IDD Pharmacy Save Time and Improve Its Customer Experience

Tarrytown ExpoCare, the largest long-term care pharmacy focused on the IDD community, was already using RingCentral’s RingEX to support its high-volume Customer Success calls, but the team struggled to manually review only a tiny fraction of about 1,500 daily calls. They needed a better way to identify trends, coach agents, and catch important issues like delivery problems while improving service for providers and patients.

RingCentral implemented AI Conversation Expert (ACE) for Tarrytown ExpoCare, and the rollout took just five minutes. The solution now analyzes nearly 100% of Customer Success calls, saves about 20 hours per week, and provides call summaries, sentiment analysis, and trend tracking that help the team respond faster and make more informed decisions.

Tarrytown ExpoCare

Matt Pernesky

Director of Customer Experience