J&B Medical
Streamlining Communications with RingCentral Helps J&B Medical Carry Out its Vital Mission
98%
Significant reduction in average hold times after implementing RingCentral Contact Center
0
disruption during company-wide switchover to the RingCentral platform
Switching from our old phone system to RingCentral has improved operations across the company, but what really makes us proud is how much we’ve improved our patient experience. After implementing RingCentral Contact Center, our average hold time dropped significantly.
Jennifer Mudge
Quality Improvement Team Lead
A leading provider of emergency medical supplies
From a small, family-owned business that launched in the mid-1990s, J&B Medical has grown to become one of Michigan’s leading providers of medical supplies and products for physicians’ practices, hospitals, and other healthcare providers.
J&B Medical holds contracts with the state of Michigan to provide health supplies and equipment to all state-run medical facilities and veterans’ homes. The organization is also the sole provider of diabetes treatment supplies for the state’s correctional facilities.
In the decades since its founding as a supplier of medical-surgical products, J&B Medical has expanded its suite of services to include personal protective equipment for frontline healthcare providers, a full-service mail-order pharmacy, telehealth services, and even a pet-supply division offering supplements and pharmaceuticals for veterinarians and pet owners.
INDUSTRY
Healthcare
HQ
Wixom, MI
YEAR FOUNDED
1996
EMPLOYEES
Undisclosed
An unreliable phone system creates internal growing pains
Prior to deploying RingCentral, J&B Medical used an on-prem phone system for both internal and customer-facing communications.
Jennifer Mudge, Quality Improvement Team Lead for J&B Medical, explains that the old system was sufficient when the company was smaller. But after adding new divisions, new locations around the country, and hundreds of employees, the company had clearly outgrown its aging telephony infrastructure.
“Our biggest focus is system reliability. For a business like ours – providing emergency medical equipment – a patient or physician’s office not being able to reach our staff could mean that someone was unable to get urgently needed supplies or care and that is an unacceptable outcome to us.”
Nick Burtka, J&B Medical’s Network Administrator, recalls a second challenge that was becoming more prominent as the company grew and its telephony needs became more complex. “We needed a more robust Contact Center solution as an organization. Trying to manage our growing number of businesses and different Customer Support teams with that old system just wasn’t feasible anymore.
Our old phone system provider clearly understood they couldn’t continue to support our needs for scalability, cloud hosting, mobility, or fully integrated Contact Center capabilities. So, believe it or not, they referred us to RingCentral, which they knew could offer us the all-in-one cloud solution we were looking for.
Nick Burtka
Network Administrator
The RingCentral team over-delivers
After reviewing several cloud communication vendors, J&B Medical chose RingCentral in large part for the ability to consolidate solutions and streamline workflows for its busy staff. “Knowing we could save our employees time and frustration by having so much of their communication tools in one place – phone, SMS texting, messaging, video, and even our Contact Center – was very important to us.”
Nick cites the other key benefit that made RingCentral stand out. “With the other solutions we researched, we’d have to deal with different vendors: one for the system itself, others for the phone lines, and another for the Contact Center system. RingCentral operated everything in-house – including being its own phone carrier. That meant we’d have a much easier time with service and support, because we’d always have one partner to contact.”
J&B Medical implemented both RingEX (Message, Video, and Phone) and RingCentral Contact Center across the company simultaneously. And although they were prepared for the inevitable hiccups of any major IT implementation, Jennifer and Nick explain that they experienced essentially no disruptions during the rollout. They attribute this positive experience both to the stability of the RingCentral platform and to RingCentral’s support teams.
Nick notes: “Once we had added all the data into the RingCentral platform and built out the rules and scripts we wanted, the actual implementation took only about two weeks – and they were two very uneventful weeks. In fact, the actual go-live cutover happened over a weekend, and it was so smooth that no one even noticed we were on a new system until we told them.”
Jennifer adds that J&B Medical has also benefited tremendously from working with the RingCentral teams.
In terms of technical support and proactively making sure we always had what needed to be successful, RingCentral is by far the best partner I’ve ever worked with. We use the RingCentral messaging platform to send questions and requests to the tech-support team, and it’s phenomenal how responsive, helpful, and kind they all are.
Jennifer Mudge
Quality Improvement Team Lead
Gaining insights and making better-informed decisions
Jennifer also points out that J&B Medical’s team managers and executives are gaining significant new business intelligence thanks to RingCentral’s reporting and analytics capabilities. And they’re using these newfound insights, she explains, to continually improve operations and the caller experience.
“Our management teams are in the RingCentral analytics dashboard all the time, pulling reports on how we’re performing for customers in terms of our SLAs, checking on team and individual productivity, monitoring how we’re staffed for specific skills, and even using the Call Recording to review calls and see how our agents are handling various issues. These are insights we never had before RingCentral, and they’re helping our managers make better decisions.”
Deploying RingCentral Contact Center is helping us provide a better caller experience in a lot of ways, but here’s one great example. We’ve gone from a queue-based system to skills-based routing. That means we can give patients or doctors or anyone else calling J&B Medical the ability to direct themselves to the right person on the first try, which is a huge benefit both to our callers and to our business.
Nick Burtka
Network Administrator