Overview
Destination Pet faced significant operational friction as legacy systems failed to scale with their national growth. By implementing AI Receptionist (AIR) as the intelligent receptionist to their communications, they replaced underperforming offshore call centers with a reliable 24/7 support model that routes routine and high-touch inquiries to their products, RingEX and RingCX.
Along with AIR, AI Conversational Expert (ACE), and a custom integration the organization now provides easy access to patient portals and personalized care with an AI Assistant.
We chose RingCentral because their AI solutions and APIs directly addressed our core issues.
Sara Kunce
Chief of Staff
About our customer
Destination Pet has been on a mission to elevate the love and lives of pet families since its founding. As a nationwide pet care provider, they unify veterinary services and grooming under one roof for all pet needs across more than 180 locations.
The challenge: Capacity strain and disconnected support
As the business expanded, the legacy communication solution could not keep up with the demands of a growing national footprint. Onsite staff members struggled to balance the needs of in-person patients while managing a constant influx of phone calls, leading to a stressful environment for caregivers. Because the internal infrastructure was limited, overflow calls were routed to an offshore call center that failed to meet quality standards. This reliance on external vendors created a disconnected environment and an inconsistent experience for families seeking pet care.
The solution and ROI: Automated lead capture and clinical focus
To overcome the limitations of disconnected data and offshore service gaps, Destination Pet unified their communications through a purpose-built AI first product suite. By integrating intelligent call routing with real-time patient insights, the team ensures that every pet family is getting immediate and personalized support along with high-value leads captured around the clock.
RingCentral product suite delivers the following results:
What’s next for Destination Pet
Destination Pet is moving forward with a focus on maximizing conversion rates and revenue growth by optimizing their technology stack with RingCentral.
The team anticipates that freeing up onsite staff from administrative phone tasks will allow for a deeper focus on clinical excellence and direct pet care. This evolution bridges Destination Pet’s legacy of compassionate service with their adoption of modern technology.
To learn more about our customer, visit Destination Pet.
