Overview
Tarrytown Expocare faced significant visibility gaps, manually reviewing only 1% of the 1,500 calls received daily by their Customer Success team. By deploying RingEX with AI Conversation Expert (ACE), the pharmacy now captures trends across every interaction, ensuring critical medication deliveries remain on schedule for patients with intellectual and developmental disabilities. This transition allows leadership to pivot from tedious manual audits to high-level strategic coaching.
Adding the AI Conversation Expert to our Customer Success department's RingCentral environment has been invaluable. The AI and customer insights let us coach agents effectively, gives us insights we never had into trends across our large volume of calls, and helps us better serve our customers and their patients.
Matt Pernesky
Director of Customer Experience
About our customer
Tarrytown Expocare Pharmacy, based in nearly 30 states across the US, has served the intellectual and developmental disabilities (IDD) community as a specialized long-term care partner for years. The organization supports 25,000 healthcare providers and 2,000 group homes, ensuring vulnerable populations receive life-critical medications without delay.
The challenge: Blind spots in high-stakes communication
With 1,500 daily calls flooding the Customer Success department, leadership struggled to maintain a pulse on service quality and emerging patient issues. The Director of Customer Experience and his team leaders found themselves buried under the weight of manual reviews, yet they were only able to listen to roughly 20 calls a day—leaving 99% of interactions unmonitored. This lack of data made it impossible to confidently identify patterns in delivery hurdles or agent performance, creating a significant operational risk for a business where timely medication access is non-negotiable.
The solution and ROI: Total visibility and reclaimed leadership time
To overcome the limitations of unmonitored patient interactions, Tarrytown Expocare adopted a comprehensive intelligence layer over their existing communications, migrating to the RingEX unified cloud solution further enhanced by RingCentral’s AI Conversation Expert (ACE). By shifting from random sampling to universal call oversight, they gain immediate clarity into service trends and preserve the reliability of their pharmacy operations.
What’s next for Tarrytown Expocare
Matt Pernesky and his team intend to leverage the high level of trust they have built with ACE to further refine their strategic initiatives and patient outreach. By utilizing these deep business insights, Tarrytown Expocare continues to bridge its long-standing history of specialized pharmacy care with the latest advancements in conversational intelligence to protect the well-being of the IDD community.
To learn more about our customer, visit Tarrytown Expocare.
