Overview
Murfreesboro Medical Clinic (MMC) managed a 51% surge in patient call volume by implementing an AI-first cloud platform. By replacing fragmented legacy systems with RingEX, AI Receptionist (AIR), and AI Virtual Assistant (AVA) integrated with Microsoft Teams, the clinic automated routine inquiries and streamlined clinical documentation. This transition effectively recaptured lost productivity and modernized the patient experience while providing a scalable foundation for future growth.
Our call volume surged 51% in a single year — growth we couldn't have scaled through without RingCentral AI. AIR handled 56% of volume in our busiest departments, while AVA cut staff wrap-up time by 10%, boosting efficiency across our care teams. With this foundation in place, we're now evaluating ACE to take patient interactions even further.
Collette Thomas
Collette Thomas
About our customer
Murfreesboro Medical Clinic (MMC) is a physician-owned, multi-specialty clinic and accredited surgery center based in Tennessee. For over 75 years, the organization has served thousands of families across eight locations with 100 physicians and 80 advanced practice providers, offering 20+ specialties ranging from pediatrics and dermatology to vascular surgery and comprehensive breast care. As the official healthcare provider for Middle Tennessee State University Athletics, MMC is committed to maintaining a premier standard of coordinated care for the Rutherford County community.
The challenge: Massive growth meets legacy limitations
As the clinic experienced rapid growth, its existing infrastructure became a critical bottleneck. The organization faced operational friction as call volumes surged by 51%, leaving staff overwhelmed by the sheer scale of patient inquiries. Without a modern, unified system, the clinic struggled to maintain the high standard of care its patients expected, resulting in lost productivity and compromised patient access.
