RingCentral Helps America’s Largest Dental Support Organization to Run and Grow Its Business
November 04 2021 - 7:00AM
Business Wire
Heartland Dental Supported Offices handle over
one million inquiries a month through RingCentral
RingCentral, Inc. (NYSE:RNG), a leading provider of global
enterprise cloud communications, video meetings, collaboration, and
contact center solutions, today announced that Heartland Dental,
the largest dental support organization in the United States with
over 2,300 dentists in more than 1,400 dental offices across 38
states, is using RingCentral MVP™ (Message Video Phone™) to power
business communications among its employees and teams across the
country. Heartland Dental has also improved support office contact
center communications by migrating its legacy on-premise system to
the RingCentral Contact Center™ cloud solution to help both create
a better patient experience and grow new business
opportunities.
Heartland Dental provides non-clinical administrative support so
dentists and their teams can focus on delivering high-quality
clinical care and excellent patient experiences. Heartland’s
support includes assistance with human resources, marketing, IT,
supplies, insurance credentialing, accounting, and more. The
company is also widely known for providing supported doctors,
hygienists, and team members with an abundance of continuing
education programs and leadership development opportunities. With
expanded affiliations and continued growth, the company required a
single, reliable and centralized communications solution, like
RingCentral MVP, to support advanced workflows for Heartland’s
Patient Services Representatives, supported doctors and team
members, and their patients. With RingCentral Contact Center,
Heartland Dental has the sophisticated tools needed to build custom
workflows.
“With more than 1,500 dental offices spread across the country,
RingCentral MVP has helped us to connect, communicate, and
collaborate more effectively with our supported practices’
patients,” said Jeremy Stroud, VP of Patient Services, Heartland
Dental. “On the call center side, we now rely on RingCentral’s
advanced contact center solution, which has allowed us to handle an
increased number of calls as well as expand patient chat to our
supported practice websites, allowing us to meet the patients at
the channel they want to use. The analytics have been a
game-changer. With all the call data at our fingertips, we’re able
to help our supported doctors grow their businesses. We can review
a practice’s call volume, and if we find their new patient
inquiries are lower than desired, we can start increasing our
marketing efforts on behalf of that practice. We’ve never had this
level of visibility before.”
By utilizing RingCentral AI capabilities, which reviews all
calls coming into the dental practices, Heartland Dental is able
to, in real-time, flag the calls from new patients who may have
missed an opportunity to set an appointment. It then sends those
calls into an outbound queue for their agents, who typically
respond within ten minutes. According to Stroud, “The best part is
that over 20 percent of those callbacks result in a new
patient.”
“When scheduling appointments, it is essential to value
customers’ time and accommodate their needs. By doing so, you are
providing a stellar customer experience, which drives more
loyalty,” said Carson Hostetter, chief revenue officer at
RingCentral. “Reaching out to a potential customer within the first
few minutes of them expressing interest significantly increases the
chances of them becoming a customer, so quick follow up with
prospective clients is a must. At RingCentral, our goal is to
continue to lead with solutions that not only optimize processes
but also reduce complexity, so businesses like Heartland Dental can
focus on what truly matters -- the experience of their
patients.”
About RingCentral
RingCentral, Inc. (NYSE: RNG) is a leading provider of business
cloud communications and contact center solutions based on its
powerful Message Video Phone™ (MVP®) global platform. More
flexible and cost effective than legacy on-premises PBX and video
conferencing systems that it replaces, RingCentral empowers modern
mobile and distributed workforces to communicate, collaborate, and
connect via any mode, any device, and any location. RingCentral
offers three key products in its portfolio including RingCentral
MVP™, a Unified Communications as a Service (UCaaS) platform
including team messaging, video meetings, and cloud phone system;
RingCentral Video®, the company’s video meetings solution with
team messaging that enables Smart Video Meetings™; and RingCentral
cloud Contact Center solutions. RingCentral’s open platform
integrates with leading third-party business applications and
enables customers to easily customize business workflows.
RingCentral is headquartered in Belmont, California, and has
offices around the world.
© 2021 RingCentral, Inc. All rights reserved. RingCentral,
Message Video Phone, MVP, RingCentral MVP, RingCentral Video,
RingCentral Contact Center, Smart Video Meetings, and the
RingCentral logo are trademarks of RingCentral, Inc.
About Heartland Dental
Heartland Dental is the nation’s largest dental support
organization providing non-clinical, administrative support
services. What started from the entrepreneurial spirit of Rick
Workman, DMD, with his single dental practice, has evolved into
affiliating with over 2,300 doctors in approximately 1,400
locations across 38 states. The company is majority owned by KKR, a
leading global investment firm. For additional information, please
visit heartland.com. Follow us on LinkedIn, Facebook, Twitter and
Instagram.
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version on businesswire.com: https://www.businesswire.com/news/home/20211104005040/en/
RingCentral Mariel Santos mariel.santos@ringcentral.com
650-830-4493
Heartland Dental Jessica Thompson, Edelman
Jessica.Thompson@Edelman.com 954-815-5536
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