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How MedCare Equipment Company modernizes patient access with integrated AI

MedCare Equipment Company Logo
Region
Americas
Company size
100–399
Industry
Healthcare
Products used
Business Communications logo
Customer Experience logo
AI Solutions logo
KEY METRICS
40%
reduction in average call wait times with RingCentral Contact Center
99%
time saved on call reviews since deploying AI Conversation Expert (ACE)
80%
increase in call routing accuracy with AI Receptionist (AIR)

Overview

MedCare Equipment Company faced significant operational hurdles with a rigid, unreliable legacy cloud system that hindered patient access and burdened IT staff. By implementing AI-powered tools including AI Receptionist (AIR) and AI Conversation Expert (ACE), they automated complex call routing and streamlined agent coaching. This shift drastically cut patient hold times and improved internal oversight, allowing the provider to focus on high-quality care across Western Pennsylvania.
With AIR, our call routing accuracy is already at 80% and above. This is a major step up from the 50-60% accuracy we saw with our traditional menu. It’s a high-performing system that actually has the capacity to get even smarter over time.
Zac Shannon
, 
IT Manager

About our customer

MedCare Equipment Company, based in Western Pennsylvania, has served as a vital resource for durable and home medical equipment for four decades. They support more than a million patients on their healthcare journeys with reliable equipment and 24-hour support.

The challenge: Inflexible infrastructure and mounting downtime

MedCare’s growth was stalled by a previous cloud provider that failed to deliver the basic reliability and administrative control necessary for a 24/7 healthcare operation. Zac Shannon, IT Manager, found his team trapped with frequent outages and a complete lack of agility, where simple changes like adding a new phone number took nearly a week to process through a vendor. This technical friction extended to the patient experience, where a "cumbersome and long" phone menu forced callers through tedious two-minute introductions, often leading to misrouted calls and frustration.
 
  • Vendor Dependency: Administrative adjustments, such as creating call queues, required five-to-seven business days for the previous vendor to complete.
  • System Instability: Regular outages plagued the 24-hour support line, creating a constant influx of downtime tickets for a small HelpDesk team.
  • Fragmented Tools: Managers had to listen to entire recordings to coach agents, and the company relied on disconnected third-party apps for SMS and chat.

The solution and ROI: Seamless intelligence and clinical confidence

To address the limitations of their previous vendor, MedCare adopted a comprehensive communication environment. By moving away from static menus and manual oversight toward a system that learns and adapts, they ensure patients reach specialized departments in under a minute while giving leadership instant visibility into agent performance.
 
  • AI Receptionist (AIR) accelerates patient connections by using "transfer by context," driving call routing accuracy to 80% or higher compared to the 50% seen with traditional IVR.
  • AI Conversation Expert (ACE) slashes the time needed for quality assurance, allowing managers to review AI-generated call summaries in two minutes rather than 25, a 92% time savings.
  • RingEX consolidates voice, SMS, and fax into a single queue, ensuring 24/7 reliability with less than two total hours of downtime over a three-year period.
  • RingCentral Contact Center drives down patient wait times by 40% through integrated analytics that allow the team to rebalance call flows instantly during peak traffic.
RingEX AI Receptionist dashboard showing call resolution rates, total calls handled, and top unresolved questions.

What’s next for MedCare Equipment Company

MedCare plans to deepen its technical integration by leveraging open APIs to further customize internal workflows and enhance data sharing. The customer support department is currently testing RingCX to explore additional contact center functionalities that can scale alongside their growing patient base. By embracing these tools, MedCare Equipment Company bridges its forty-year history of local service with a future defined by frictionless, AI-enhanced medical support.
To learn more about our customer, visit MedCare Equipment.

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