Overview
EVP Eyecare faced growing pains as rapid expansion left their patient support and billing teams operating on disconnected systems. By migrating to RingCX, they eliminated "information islands" and gained a centralized view of performance across three states. This transition has not only lowered operational overhead but has also set the stage for AI-powered sentiment analysis to further refine the patient experience.
The 60% of our business previously without a true call-center platform can finally offer a callback option. This has significantly decreased hold times, as many patients now opt for a callback. Additionally, RingCX’s intuitive phone tree and routing options have reduced abandonment rates, dramatically improving our overall patient relations.
Chris Harper
Senior Vice President of Operations
About our customer
EVP Eyecare, based in Colorado, Texas, and Arizona, has provided specialized ophthalmology services—including cataract and glaucoma surgery—since its formation through a series of strategic mergers. They currently manage a network of more than two dozen facilities, including ambulatory surgical centers and dedicated eyecare clinics.
The challenge: Decentralized operations led to reporting blind spots
As EVP Eyecare grew through acquisitions, the lack of a central communications hub caused significant operational strain. Support teams were essentially functioning as independent islands, using different systems that prevented supervisors from seeing a complete picture of the patient journey.
