Destination Pet deployed RingCentral’s AI Receptionist, ACE, and RingCX across 180+ locations to replace inconsistent offshore call centers with 24/7 automated support and integrated patient data.
How Sun River Health transformed patient experience with AI
Region
Americas
Company size
400–4,999
Industry
Healthcare
Products used
KEY METRICS
$500K
annual savings since implementing RingCentral company-wide
95%
first-call resolution rate, exceeding industry standard by 25%
10%
of daily charting time reclaimed for patient care with AI Virtual Assistant (AVA)
Overview
Sun River Health faced fragmented communications following a major merger, struggling with limited reporting and unscalable legacy hardware. By transitioning to a unified cloud environment powered by RingEX, RingCX, AI QM, and AVA, the organization achieved a 95% first-call resolution rate—a 25% increase over industry standards. This transformation resulted in significant overhead reduction and higher patient satisfaction scores, providing a scalable foundation for their mission-driven healthcare delivery.
We’ve had a tremendous partnership with RingCentral. We wouldn’t have been able to get to where we are now, where we have a 95% first-call resolution rate—25% over the industry standard.
Eric Brosius
,
Vice President of Technology Services
About our customer
Sun River Health, based in New York City, the Hudson Valley, and Long Island, has provided high-quality, affordable medical care to underprivileged communities for nearly half a century. As the largest federally qualified health center in the state, they serve more than 245,000 patients annually regardless of their ability to pay.
The challenge: Disconnected systems across dozens of locations
Following a 2018 merger, the organization found itself hamstrung by three disparate phone systems that could not communicate with one another. One legacy platform relied on a convoluted on-premises setup that required expensive third-party assistance for simple updates, while the others utilized a local cloud vendor that lacked the capacity to grow with the expanding enterprise. This fragmentation created significant friction for 2,000 employees distributed across dozens of clinical sites and administrative offices.
- Reporting Gaps: Managers lacked the granular data necessary to track agent performance or patient hold times effectively.
- Inaccessible staff: Remote work was difficult to manage, requiring staff to navigate complex network connections.
- Limited access: Providers lost hours every day to manual charting, contributing to a 75% answer rate, one out of every four patient calls went unanswered.
The solution and ROI: A unified digital health environment
To address the obstacles of system fragmentation, Sun River Health moved to a single cloud-communications environment. By swapping out rigid hardware for a flexible software suite, they optimize internal collaboration and ensure every patient receives timely care.
- AI Virtual Assistant (AVA) reclaims 10% of daily provider time by generating instant clinical charting from patient conversations, removing the administrative barrier to patient access.
- RingCentral RingEX and RingCX unifies 2,000 employees across 50 locations on a single platform, eliminating technical silos and enabling a 95% first-call resolution rate through real-time visibility and transcription.
- RingCX and AI Quality Management (AI QM) deliver a 90% positive or neutral sentiment score by solving reporting gaps through interaction trend detection and real-time coaching.
What’s next for Sun River Health
Sun River Health is committed to staying at the forefront of the AI evolution. The organization continues to leverage its unified platform to maintain a seamless "one team" approach across its vast New York network. There is a strong focus on a multi-agentic future with RingCentral AIR and AIR Pro to solve the challenge of disparate data points. By unifying disconnected clinical insights with real-time technical metrics, the organization can automatically identify patient care trends and navigate the complexities of modern provider needs. Maintaining this sophisticated, flexible communication infrastructure ensures its historical legacy of community service is supported by the most reliable modern technology available.
To learn more about our customer, visit Sun River Health.
More to explore
MedCare Equipment Company uses AI Receptionist and ACE to automate call routing and coaching, achieving 80% routing accuracy and reducing patient wait times by 40%.
Patient Connect implemented RingCX and AI Agent Assist to modernize their healthcare call center, resulting in a 20% boost in agent productivity and a significant increase in lead generation.
Gameday Men’s Health implemented RingCentral AI Receptionist (AIR) to automate repetitive scheduling tasks, resolving 65% of inbound calls and saving the clinic 14 hours of staff time every month.
Televero Health, a leading behavioral health practice, leveraged AI Receptionist (AIR) to automate patient intake and routing. This shift achieved a 97% CSAT score and a $204K increase in monthly revenue by recapturing missed appointments.
Read how NCCCA migrated to RingCentral across its aged care facilities, saving $3,000 a month and improving communications and the overall experience for residents, their families and staff.