Skip to main content
Small Business
Enterprise
Developers
Talk to an expert:(800) 574 5290
Support
Plans & PricingCompany
Back to Customer Stories
Three medical professionals walking in a hospital

How VGM Group scales healthcare excellence with predictive AI

Products

  • RingEX
  • Team Chat
  • AI Meetings
  • Business Phone
  • Fax
  • SMS
  • RingCX
  • Webinars & Events
  • Features
  • Phones and headsets

Partners

  • Global service providers
  • Channel partners
  • ISV partners
  • Hardware partners
  • Connectivity partners
  • Affiliate partners
  • Strategic alliances

Open Ecosystem

  • Developer platform
  • APIs
  • App gallery
  • LLM Plugins & MCPs

Learning

  • What's new
  • Resource center
  • Blog
  • Customer stories
  • Newsroom
  • Events & Webinars

Company

  • About Us
  • Leadership
  • Investor relations
  • Ventures
  • Trust Center
  • Corporate Responsibility
  • Careers

Help & Support

  • RingCentral app login
  • Admin portal login
  • Customer support
  • Download app
  • View demo
  • Contact sales
VGM Group
Region

Americas

Company size

400–4,999

Industry

Healthcare

Products used

RingCX
AI Agents

Key metrics

45%

of calls recovered from abandonment with RingCentral AI Receptionist

12 hours

saved each week since integrating Advanced SMS

Overview

VGM Group struggled with a legacy on-premise system that couldn’t support the growing organization’s tens of thousands of monthly calls, nearly half of which went unanswered. Turning to RingCentral AI Receptionist (AIR) and key integrations in the RingCentral App Gallery, the company streamlined their high-volume contact center’s workflows, improving the patient experience and positioning VGM Group to lead the next era of tech-enabled healthcare services.

RingCentral AI Receptionist has added incredible efficiencies to our operations. Our early test runs with the AI proved so impressive, in fact, that we're now planning to roll it out to all departments across the company.

Tina Blitsch

Digital Contact Center Solutions Analyst

About our customer

VGM Group, based in Waterloo, Iowa, has served as a leading business partner to post-acute healthcare providers since 1986, earning such awards as Iowa’s Top Workplace and the Employee-Owned Company of the Year. The company’s wide range of services includes group purchasing, online education, insurance, media, and marketing for the 3,500 providers in 9,000 locations it serves across the country.


The challenge: Outdated systems and high call abandonment

The organization relied on outdated on-premise infrastructure that could no longer keep pace with the massive volume of patient and vendor interactions. As the strain of manual data entry and repetitive communication tasks increasingly hindered the Customer Success team’s efficiencies, the company knew they needed a more cohesive cloud-based system to provide the high-touch care that defined their reputation.

Explore all our AI-powered products

Bring your employee and customer experiences together with reliable AI communications.

Business Phone

The world’s most reliable cloud phone system with built-in team messaging – all reimagined with AI at every step.

Desktop and mobile screens displaying RingCentral's phone app interface for managing calls and voicemails.

Contact Center

Create effortless customer experiences across every channel with our AI-first contact center solutions.

How can we help? Contact us

LegalPrivacyCookie NoticeSite MapAccessibilityContact UsCookie PreferencesDo not sell or share my personal data
© 2026 RingCentral, Inc. All rights reserved.
  • Disconnected Infrastructure: The legacy system lacked the flexibility to integrate with modern cloud tools.
  • Blind Spots: Limited visibility into call queues meant a persistently high abandonment rate went unnoticed.
  • Manual Bottlenecks: Talent acquisition staff spent hours daily typing individual SMS updates, including appointment reminders and to schedule follow-up visits.


The solution and ROI: An automated, AI-first communication ecosystem

To ensure the company had a communications environment capable of delivering outstanding patient and vendor service even as the volume of inquiries steadily grew, VGM Group turned to RingCentral. The company deployed RingEX paired with RingCentral AI Receptionist (AIR) for business communications, AI Agent for RingCentral Contact Center for its Customer Success team, RingCentral AI Meetings, and Advanced SMS. Consolidating all of these solutions on the unified RingCentral platform has led to quantifiable improvements on key metrics.

 

  • AIR eliminates front-desk bottlenecks by automatically answering and routing the 45% of calls previously lost to abandonment.
  • Advanced SMS streamlines the recruitment cycle by enabling shared, team-based messaging on company lines, allowing HR staff to save 12 hours a week through automated candidate updates.
  • RingCentral Contact Center utilizes intelligent AI Agents to maintain high-volume support, successfully managing over 70,000 calls within the first six months of implementation.
  • AI Meetings makes it easy for the team to walk business customers through the process of setting up VGM Group products, streamlining product onboarding, increasing adoption, and improving the customer experience.
RingEX AI Receptionist dashboard showing call resolution rates, total calls handled, and top unresolved questions.

What’s next for VGM Group

The organization plans to leverage RingCentral Workflow Builder to create automated workflows for common tasks such as out-of-office replies, reducing cognitive load on the staff. They are also exploring a beta test of the RingCentral Hubspot integration, available in the RingCentral App Gallery. Integrating their extensive RingCentral communications environment into Hubspot will help VGM Group create a single source of truth for customer information companywide. Finally, the company’s early experiences with AIR have proven so impactful that VGM has begun implementing AIR for all departments across the organization.

To learn more about our customer, visit VGM Group.

Create effortless customer experiences across every channel with our AI-first contact center solutions.

Events

Curate virtual, onsite, or hybrid events where AI enhances every milestone – from planning to execution.

Screenshot of RingCentral video conference interface showing participants in a virtual event with chat feature on the side.

Analytics

Empower sellers at every stage with at-a-glance sales views, AI-powered scoring, and instant call summaries.

Empower sellers at every stage with at-a-glance sales views, AI-powered scoring, and instant call summaries.

More to explore

Vituity

Reduced risk of readmission by over 42%.

Rothman Orthopaedic Institute

The top orthopaedic practice uses RingCentral to streamline workflows by consolidating communications – phone, messaging, video, and fax – onto a single cloud platform.

Senderra RX

Senderra RX integrates several RingCentral APIs into its care management system to better serve partners and patients

A nurse smiles as she speaks to a patient on a RingCentral call
Sun River Health

Sun River Health unified 50 locations using RingEX and RingCX to achieve a 95% first-call resolution rate for patients. By consolidating legacy systems, they saved $500,000 in one year while empowering a fully remote support team.

Savings Lives Society

Unlocking 50% more bookings: how Saving Lives Society transformed their customer service with RingCentral’s SMS automation.

A female doctor is speaking on the phone and using a laptop
U.S. Renal Care

RingCentral Helps U.S. Renal Care Save Time and Money – and Improve Patients’ Lives