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A woman is affectionately petting a dog that is comfortably resting on a table.

How Destination Pet personalizes the patient care experience with AI

Region

Americas

Company size

400–4,999

Industry

Healthcare

Products used

Customer Experiences

Overview

Destination Pet faced significant operational friction as legacy systems failed to scale with their national growth. By implementing AI Receptionist (AIR) as the intelligent receptionist to their communications, they replaced underperforming offshore call centers with a reliable 24/7 support model that routes routine and high-touch inquiries to their products, RingEX and RingCX.

Along with AIR, AI Conversational Expert (ACE), and a custom integration the organization now provides easy access to patient portals and personalized care with an AI Assistant.

We chose RingCentral because their AI solutions and APIs directly addressed our core issues.

Sara Kunce

,

Chief of Staff

About our customer

Destination Pet has been on a mission to elevate the love and lives of pet families since its founding. As a nationwide pet care provider, they unify veterinary services and grooming under one roof for all pet needs across more than 180 locations.

The challenge: Capacity strain and disconnected support

As the business expanded, the legacy communication solution could not keep up with the demands of a growing national footprint. Onsite staff members struggled to balance the needs of in-person patients while managing a constant influx of phone calls, leading to a stressful environment for caregivers. Because the internal infrastructure was limited, overflow calls were routed to an offshore call center that failed to meet quality standards. This reliance on external vendors created a disconnected environment and an inconsistent experience for families seeking pet care.

Inadequate Scalability: Legacy tools were unable to support the rapid growth of 180+ locations.
Service Bottlenecks: Onsite teams were overwhelmed by high call volumes while managing local clients.
Offshore Quality Gaps: External call routing led to poor customer service and lost business.

The solution and ROI: Automated lead capture and clinical focus

To overcome the limitations of disconnected data and offshore service gaps, Destination Pet unified their communications through a purpose-built AI first product suite. By integrating intelligent call routing with real-time patient insights, the team ensures that every pet family is getting immediate and personalized support along with high-value leads captured around the clock.

RingCentral product suite delivers the following results:

AI Receptionist resolves the offshore quality gap by providing reliable 24/7 support for routine questions and immediate lead capture without external vendors.
Custom integration with Connected Care using the RingCentral API solves information asymmetry by integrating with the patient portal to give onsite teams a clear view of patient history before they pick up.
AI Conversation Expert (ACE) addresses service inconsistencies by monitoring calls across all locations to ensure they are answered with high quality, for the goal of getting a five-star global rating.
RingEX and RingCX fix workflow fragmentation for staff members by unifying all communication channels into a single interface, allowing more time for direct clinical care.

RingCentral AI Receptionist

What’s next for Destination Pet

Destination Pet is moving forward with a focus on maximizing conversion rates and revenue growth by optimizing their technology stack with RingCentral.

The team anticipates that freeing up onsite staff from administrative phone tasks will allow for a deeper focus on clinical excellence and direct pet care. This evolution bridges Destination Pet’s legacy of compassionate service with their adoption of modern technology.

To learn more about our customer, visit Destination Pet.

Get started with RingCentral

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