Between the advanced feature-set our practice managers across the country are using, and the analytics we’re monitoring to help us keep improving the caller experience, RingCentral is definitely helping our organization become more efficient and ready for continued growth.
Jason Clark
IT Infrastructure Manager
Caring for millions of pets every year
Whether the animals they love are in urgent need of major surgery or simply due for an annual health checkup, pet parents around the country count on the expert doctors and support staff at Mission Pet Health. A national network of animal hospitals, MPH operates more than 300 facilities throughout the United States, providing care to millions of pets each year.
The veterinarian-founded organization has grown rapidly since its inception in 2017, thanks in large part to a brilliant business model. Leveraging both its team’s knowledge of running a highly efficient veterinary practice and the economies of scale the company has built by acquiring hundreds of hospitals, MPH is able to help small practices operate more efficiently and profitably. As a result, veterinary hospitals around the country – as well as newly minted veterinary doctors – seek to join the organization every year.
MPH has experienced such rapid growth, in fact, that in 2023 the company was designated the country’s 440th fastest-growing business on the Inc. 5000.
Outgrowing a limited-capability phone system
MPH has grown so quickly, integrating dozens of animal hospitals into its corporate family each year, that eventually this expansion created a challenge to the company’s telecommunications environment.
As IT Infrastructure Manager Jason Clark explains, “Our previous telecom vendor had a 100-facility limit for their system, and eventually we hit that limit.”
Jason also notes that as the organization became more geographically distributed, adding new animal hospitals all over the US, his IT team recognized they needed features that would give these new locations more control over their own telephony environments. And MPH’s existing phone vendor couldn’t offer these capabilities.
As our hospital count passed 100 locations, it became clear we needed an enterprise communications solution to support our growth. We researched the top enterprise-level providers, and for several reasons RingCentral proved to be the best option.
Jason Clark
IT Infrastructure Manager
A communications platform that can keep pace with the company’s growth
Jason explains that one of the most valuable aspects of RingCentral for his company was that it simultaneously brought the entire organization together on a single communications platform while still allowing for tremendous flexibility in how each hospital chose to operate its own phone system.
“Some of our practice managers prefer to use RingCentral’s IVRs and auto attendants to help callers automatically route themselves to the right place, while other locations’ teams want to have every call answered live by a customer service representative. RingCentral’s admin portal is so easy to use that each practice can set up their communications environments in whatever ways work best for them.”
Jason adds that the customization and flexibility enabled by RingCentral has also helped improve MPH veterinarians’ ability to be responsive to clients while also maintaining their work-life balance.
Let’s say a doctor is expecting a call from a pet parent – to hear how the pet’s surgery went that day or how he’s recovering after an illness. With the RingCentral App, that doctor can now be at home and take this call, or even call the client directly, using the office phone number. That’s helping our veterinarians avoid staying late hours in the office while still providing excellent service to their patients’ families.
Jason Clark
IT Infrastructure Manager
A Professional Services team that lives up to its title
Another major benefit of switching to RingCentral, Jason adds, has been the ability to quickly and easily integrate the organization’s hundreds of animal hospitals – as well as newly acquired veterinary practices – into the RingEX communications environment. And Jason largely credits RingCentral’s Professional Services.
“We’ve had such great experiences with each member of the Professional Services team who has helped us, but I’ll give just a couple of examples. Whenever we’re getting ready to implement RingCentral at a new location, Janet Leonard, our Project Manager, actively monitors and reviews everything to make sure we’re ready for the go-live ahead of time – so that there are no hiccups.”
“Also, our Enterprise Solutions Engineer, Roland Sofer, is always accessible and responsive when our team has a technical question. It makes life a lot easier for my IT team knowing that we have such a helpful expert within reach – and that’s not something I’ve experienced with most technology vendors.”
An analytics engine that helps create even more efficiencies
Jason also notes that his company uses RingCentral’s analytics dashboard to gain business intelligence that various teams and departments have been able to translate directly into improvements to the business.
“We’re able to extract a lot of useful insights from our RingCentral call stats. For example, we might notice an uptick in calls to a certain hospital, or even that the average call there is taking more rings to answer. That might trigger a discussion about whether we need to add more customer service reps to cover specific locations, move call queues around, or address the issue another way.”
