Overview
Sun River Health faced fragmented communications following a major merger, struggling with limited reporting and unscalable legacy hardware. By transitioning to a unified cloud environment powered by RingEX, RingCX, AI QM, and AVA, the organization achieved a 95% first-call resolution rate—a 25% increase over industry standards. This transformation resulted in significant overhead reduction and higher patient satisfaction scores, providing a scalable foundation for their mission-driven healthcare delivery.
We’ve had a tremendous partnership with RingCentral. We wouldn’t have been able to get to where we are now, where we have a 95% first-call resolution rate—25% over the industry standard.
Eric Brosius
Vice President of Technology Services
About our customer
Sun River Health, based in New York City, the Hudson Valley, and Long Island, has provided high-quality, affordable medical care to underprivileged communities for nearly half a century. As the largest federally qualified health center in the state, they serve more than 245,000 patients annually regardless of their ability to pay.
The challenge: Disconnected systems across dozens of locations
Following a 2018 merger, the organization found itself hamstrung by three disparate phone systems that could not communicate with one another. One legacy platform relied on a convoluted on-premises setup that required expensive third-party assistance for simple updates, while the others utilized a local cloud vendor that lacked the capacity to grow with the expanding enterprise. This fragmentation created significant friction for 2,000 employees distributed across dozens of clinical sites and administrative offices.
