Overview
MedCare Equipment Company faced significant operational hurdles with a rigid, unreliable legacy cloud system that hindered patient access and burdened IT staff. By implementing AI-powered tools including AI Receptionist (AIR) and AI Conversation Expert (ACE), they automated complex call routing and streamlined agent coaching. This shift drastically cut patient hold times and improved internal oversight, allowing the provider to focus on high-quality care across Western Pennsylvania.
With AIR, our call routing accuracy is already at 80% and above. This is a major step up from the 50-60% accuracy we saw with our traditional menu. It’s a high-performing system that actually has the capacity to get even smarter over time.
Zac Shannon
IT Manager
About our customer
MedCare Equipment Company, based in Western Pennsylvania, has served as a vital resource for durable and home medical equipment for four decades. They support more than a million patients on their healthcare journeys with reliable equipment and 24-hour support.
The challenge: Inflexible infrastructure and mounting downtime
MedCare’s growth was stalled by a previous cloud provider that failed to deliver the basic reliability and administrative control necessary for a 24/7 healthcare operation. Zac Shannon, IT Manager, found his team trapped with frequent outages and a complete lack of agility, where simple changes like adding a new phone number took nearly a week to process through a vendor. This technical friction extended to the patient experience, where a "cumbersome and long" phone menu forced callers through tedious two-minute introductions, often leading to misrouted calls and frustration.
