A leading storage company integrates RingCentral AI Conversation Expert (ACE) to automate call summaries and sentiment tracking, cutting administrative overhead by 80% and increasing outbound sales volume by 30%.
How Easton Dermatology Associates dramatically improved the patient experience
Region
Americas
Company size
20–99
Industry
Healthcare
Products used
KEY METRICS
400%
improvement to patient scores on survey question about ease of scheduling by phone
97%
of the company’s 7,000 monthly calls answered in 2 minutes with RingCX
25%
time saved for managers now using RingCX’s Supervisor Dashboard
Overview
Easton Dermatology Associates grew frustrated with an aging on-premise phone system, which was undermining the patient experience, so the organization moved to the cloud-based RingCX contact center. They now manage 7,000 monthly calls with near-zero abandonment while saving managers 25% of their time through advanced dashboards. Moving forward, the practice plans to deepen its technological edge by integrating these communication tools directly into its practice management software
Now that we have RingCX, I can see all of our key analytics, so I can tell you our agent performance is all moving in the right direction—from improved answer times to shorter handling times to a near-zero abandon rate.
Patient Support Manager
About our customer
Easton Dermatology Associates, based in Maryland, has provided award-winning medical and cosmetic skin care since its founding decades ago. The practice’s many industry awards include multiple annual “Best in Healthcare” honors from Metropolitan Magazine, a “Best of the Eastern Shore” award, and the 2021 “Best of the Best” designation from APG Chesapeake." The firm also maintains a perfect 5-star reputation for its expert treatment of conditions ranging from melanoma to aesthetic improvements.
The challenge: Overwhelmed telephony infrastructure
As the practice expanded its locations and provider list to meet patient demand, its legacy on-premise phone system reached a breaking point. The lack of visibility into team performance meant leaders were operating in the dark, unable to track why callers were dropping off or where traffic was failing. Patients faced a frustrating cycle of misdirected transfers and excessive hold times that frequently led to hang-ups.
- System instability: Callers were often routed to incorrect extensions or "nowhere at all".
- Zero visibility: Managers had no reporting tools to measure agent handling times or call volume.
- High abandonment: Poor reliability forced patients to end calls before speaking to a representative.
The solution and ROI: A precision-guided patient experience
To resolve the breakdown in patient communications, Easton Dermatology Associates turned to its trusted technology consultant Chesapeake Telephony Systems (CTS), which recommended an integrated cloud environment powered by RingEX (for the staff’s business communications) and the RingCX contact center solution for patient calls. By shifting away from limited hardware to a data-driven contact center, the team provides immediate medical access and captures every growth opportunity.
- RingCX
- Delivers a 400% improvement in scheduling satisfaction by utilizing intelligent call queues to ensure 97% of the 7,000 monthly inquiries are handled in under 2 minutes.
- Empowers supervisors with real-time monitoring and dashboards to provide instant coaching and quality oversight, which saves managers 25% of their administrative time.
- Drives a 7% month-over-month reduction in average handle time, currently down to 2 minutes and 17 seconds.
- RingEX serves as the primary backbone for all doctors and staff, providing professional mobile and desktop connectivity across multiple locations to support a rapidly growing patient base.
What’s next for Easton Dermatology Associates
The practice is preparing to leverage RingCentral’s Open Platform to integrate RingCX into its core practice management solution, further streamlining workflows. As the office remains heavily booked months in advance, leadership is focused on using these insights to scale their high-touch service model across new locations. This digital evolution ensures that a practice built on decades of clinical excellence now possesses the future-proof technology required to sustain its 5-star patient legacy.
To learn more about our customer, visit Easton Dermatology Associates.
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