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CTS Client Success Story – Easton Dermatology Associates boosts Patient-Satisfaction with RingCentral Service + Contact Center
For decades, Easton Dermatology Associates has been helping patients with everything from cosmetic skin improvements to cutting-edge treatments for skin cancer.
As a sought-after practice, Easton Dermatology Associates has experienced a steady increase in new patients. To meet this growing demand, the practice has added more providers and locations. But as grateful as they were for the growth, it taxed the organization’s on-prem telephony environment to the breaking point.
A smooth transition to RingCX
With their phone system consistently underperforming the practice’s otherwise 5-star-rated patient experience, Lainie Elliott, Patient Support Manager, and her team turned to CTS for help.
"When CTS introduced us to RingCX, we realized how much we were missing in terms of the caller experience for our patients. Now agents quickly and efficiently answer calls, and our managers can easily drop in and monitor agents’ calls in real-time to improve training and performance."
“My small team of agents handles more than 7,000 each month. And since we moved to RingCX, our agents answer 97% of those calls within 2 minutes, and patients give our caller experience glowing reviews.” -Lanie Elliott
The perfect call center solution for a growing practice
The practice has also deployed RingEX as the primary business phone system for its doctors, physician assistants, and other staff – and gives each new employee a RingEX account that they can use via the desktop softphone or mobile app.
Business App Integration Plans
Next, Lainie plans to integrate RingCX into the organization’s practice management solution. “Our practice has become so busy that we’re booking new patient appointments at least seven or eight months out. With RingCX we’re confident that we can continue delivering outstanding service no matter how many locations we add or how many more patients we take on.”
Let’s talk about how local CTS support and RingCentral’s latest capabilities can transform your communications.
Tim Carey
tcarey@ctsmd.us
One number reaches all my devices: (443) 577-2208
Chesapeake Telephone Systems
