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.
