Case Study: Gonzaba Medical Group achieves single-digit call abandon rates and 90%+ patient transfer success with RingCentral

With RingCentral San Antonio’s #1-rated medical practice finds numerous ways to improve its patient experience

Gonzaba Medical Group is a long‑standing, San Antonio–based medical practice (founded 1960) with about 800 employees and a reputation for high-quality patient care. Rapid growth exposed limits of its on‑prem PBX—cumbersome directories, mismatched extensions, and high call abandon rates (around 45%)—and regulatory requirements meant any cloud vendor needed HITRUST/HIPAA compliance.

Gonzaba deployed RingCentral MVP to all 800 employees in 60 days, adding call queues, messaging, and video. Simultaneous‑ring pod queues and reporting raised patient transfer/first‑contact rates from roughly 50% to over 90% and cut abandon rates to single digits (<10% at satellite clinics). RingCentral Messaging improved priority triage, and RingCentral Video enabled secure telehealth, Medicare‑approved reviews, and virtual patient education.

Gonzaba Medical Group

Darryl Flores

Director, Customer Director of Customer Experience