RingCentral Case Studies Guardant Health Enhances Client Service Metrics with RingCentral Contact Center

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	Guardant Health Enhances Client Service Metrics with RingCentral Contact Center RingCentral

Guardant Health Enhances Client Service Metrics with RingCentral Contact Center

RingCentral

Technology Category	Application Infrastructure & Middleware - Data Exchange & Integration Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries	Healthcare & Hospitals Telecommunications
Applicable Functions	Quality Assurance
Use Cases	Time Sensitive Networking
Services	System Integration Testing & Certification
Challenge	Guardant Health, a leading precision oncology company, was facing significant challenges with its previous call center solution. The company's client services team, consisting of over 50 agents, was experiencing frequent call drops and poor call quality, which was noticed by both agents and clients. The system's reports were unreliable, making it difficult to determine whether an agent was underperforming or if the issue was with the phone system itself. The call center provider and phone vendor were unresponsive to support requests, adding to the frustration. The unreliable phone system was a major concern as the client services team often received calls from patients or their care teams inquiring about test results. These calls were critical and could not be entrusted to an unreliable phone system. Read More
About Customer	Guardant Health is a leading precision oncology company that is publicly traded on the NASDAQ under the stock symbol GH. The company was the first to earn FDA approval for a liquid biopsy test for comprehensive genomic profiling and has become the trusted blood-testing resource for more than 12,000 ordering physicians globally. Founded in 2012 and headquartered in Palo Alto, CA, Guardant Health employs 1,800 people. The company's mission is to help patients with cancer live longer and healthier lives. Read More
Solution	Guardant Health decided to switch to RingCentral Contact Center to resolve its reliability issues. The new system was deployed to all of its geographically distributed agents. The RingCentral's Interactive Voice Response (IVR) system was flexible and customizable, allowing Guardant Health to set up extensions and skills to direct callers to the right people on the first try. They were also able to quickly build an escalation pathway for certain calls. A new operation was built into the RingCentral Contact Center solution to connect Guardant Health’s field sales representatives to a subject-matter expert who could help with their specific need. The RingCentral skills-based routing directed them to the agent in their geographic area who had the answers they were looking for. The RingCentral’s reporting engine was used to monitor agent performance in detail and pull exactly the data and reports they needed. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - Data Exchange & Integration

Platform as a Service (PaaS) - Application Development Platforms

Applicable Industries

Healthcare & Hospitals

Telecommunications

Applicable Functions

Quality Assurance

Use Cases

Time Sensitive Networking

Services

System Integration

Testing & Certification

Challenge

Guardant Health, a leading precision oncology company, was facing significant challenges with its previous call center solution. The company's client services team, consisting of over 50 agents, was experiencing frequent call drops and poor call quality, which was noticed by both agents and clients. The system's reports were unreliable, making it difficult to determine whether an agent was underperforming or if the issue was with the phone system itself. The call center provider and phone vendor were unresponsive to support requests, adding to the frustration. The unreliable phone system was a major concern as the client services team often received calls from patients or their care teams inquiring about test results. These calls were critical and could not be entrusted to an unreliable phone system.

About Customer

Guardant Health is a leading precision oncology company that is publicly traded on the NASDAQ under the stock symbol GH. The company was the first to earn FDA approval for a liquid biopsy test for comprehensive genomic profiling and has become the trusted blood-testing resource for more than 12,000 ordering physicians globally. Founded in 2012 and headquartered in Palo Alto, CA, Guardant Health employs 1,800 people. The company's mission is to help patients with cancer live longer and healthier lives.

Solution

Guardant Health decided to switch to RingCentral Contact Center to resolve its reliability issues. The new system was deployed to all of its geographically distributed agents. The RingCentral's Interactive Voice Response (IVR) system was flexible and customizable, allowing Guardant Health to set up extensions and skills to direct callers to the right people on the first try. They were also able to quickly build an escalation pathway for certain calls. A new operation was built into the RingCentral Contact Center solution to connect Guardant Health’s field sales representatives to a subject-matter expert who could help with their specific need. The RingCentral skills-based routing directed them to the agent in their geographic area who had the answers they were looking for. The RingCentral’s reporting engine was used to monitor agent performance in detail and pull exactly the data and reports they needed.

Impact #1	The deployment of RingCentral Contact Center led to significant operational improvements for Guardant Health. The flexible and customizable IVR system allowed for efficient call routing, ensuring callers were directed to the right people on the first try. The creation of an escalation pathway for certain calls and a process to connect field sales representatives to subject-matter experts improved the overall operational efficiency. The RingCentral’s reporting engine provided detailed insights into agent performance, enabling the client services operation to become more efficient. The integration of RingCentral into Salesforce provided a seamless experience for the agents, improving reliability for recording and storing calls, a critical capability in the healthcare industry.

Impact #1

The deployment of RingCentral Contact Center led to significant operational improvements for Guardant Health. The flexible and customizable IVR system allowed for efficient call routing, ensuring callers were directed to the right people on the first try. The creation of an escalation pathway for certain calls and a process to connect field sales representatives to subject-matter experts improved the overall operational efficiency. The RingCentral’s reporting engine provided detailed insights into agent performance, enabling the client services operation to become more efficient. The integration of RingCentral into Salesforce provided a seamless experience for the agents, improving reliability for recording and storing calls, a critical capability in the healthcare industry.

Benefit #1	25-30% improvement in service levels after deploying RingCentral Contact Center
Benefit #2	50% reduction in average time to answer calls by the company’s client services agents
Benefit #3	No outages since switching from previous call center solution to RingCentral

Benefit #1

25-30% improvement in service levels after deploying RingCentral Contact Center

Benefit #2

50% reduction in average time to answer calls by the company’s client services agents

Benefit #3

No outages since switching from previous call center solution to RingCentral

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Overview

Guardant Health Enhances Client Service Metrics with RingCentral Contact Center

Operational Impact

Quantitative Benefit