Overview
SpineOne faced high call abandonment due to a combination of heavy call volume and inconsistent coaching. By adopting RingCentral AI Receptionist (AIR) and AI Quality Management (AIQM), as well as RingCX for its support agents, the company stabilized coverage during staffing gaps and turned subjective "spot checks" into objective, highly detailed performance data. This shift significantly increased patient access and scheduling efficiency, and the organization plans to expand these AI solutions across its entire multi-regional network.
After just 30 days with AI Receptionist, the call abandonment rate was virtually eliminated, dropping to about 2%.
Tessa Kelley
Vice President of Operations
About our customer
SpineOne, based in Denver, has provided urgent care and rapid relief for back, neck, and joint pain as a leading multi-disciplinary rehabilitation clinic. As part of the Unity MSK network, they deliver comprehensive treatment ranging from physical therapy to advanced surgical care.
The challenge: High-pressure bottlenecks and missed connections
Managing thousands of monthly inquiries across different regions created a high-stress environment where agents were frequently overwhelmed. The reliance on manual processes and unpredictable staffing meant that many patients—often in significant physical pain—faced frustrating hold times or disconnected calls.
The solution and ROI: AI-powered communications for patient care
To address the difficulty of managing high call volumes while maintaining empathy, SpineOne partnered with Insight Connections Group, Inc. to deploy a sophisticated communication ecosystem with RingCentral. By integrating intelligent virtual assistance with automated oversight, they provide immediate patient relief and empower their staff with transparent performance insights.
