A 50-year-old physician-owned insurer moved its phone system and contact center to the cloud, and finally gained the visibility, features, and ease of use a lean, remote team needs.
MIEC is a mutual medical malpractice insurer, owned by the physicians it serves. It protects about 10,000 insured professionals and roughly 6,000 policyholders, runs lean with fewer than 70 employees, and works remote-first across a handful of western states.
Because it is member-owned, service is the heart of the business, and its member services team handles more than 90 percent of inbound calls.
MIEC's legacy phone system was built for a company that no longer existed.
It was designed for an in-office workforce, and once the team went remote, it could not keep up. It cost more than a lean company needed, took technical help to manage or report on, and left staff taking business calls on personal cell phones. Every one of those calls, and every bit of insight that came with it, simply disappeared.
When MIEC looked at what came next, three things mattered most: a system the team could manage on its own, a lower cost to run, and real visibility into why members were calling and how satisfied they were with the experience.
Guided by Maverick Networks, MIEC moved to RingCentral in 2025, and the operational differences showed up fast.
With a seamless deployment coordinated by Maverick, the new platform integrated smoothly into MIEC's daily workflows. Availability now syncs with their calendars automatically, so the team can see at a glance who is free to take a transfer, instead of flipping a status by hand and hoping it was right. Staff moved off personal cell phones and entirely onto the RingCentral app, handling business calls and texting through one secure, unified tool. When the phone is this easy to use, people use it, and that turns into data MIEC never used to capture.
Out of the box, RingCentral surfaces what the old system hid. Live dashboards show call traffic, hold times, and pinch points as they happen. The team can now see when a call rang with no answer, compare calls against total engagements to spot when a member got bounced between people, and score agent performance, all without building it from scratch.
When a rep wraps a call, a quick form captures the policy type, the kind of caller, and the reason, using simple dropdowns. That structured data let MIEC remove two phone menu options, since the system now records why someone called instead of asking members to sort themselves into a queue. Members reach a person faster, and MIEC gets clean data on every call.
AI Conversation Expert (ACE), RingCentral's conversation intelligence layer, scores customer sentiment on every interaction, even reading tone of voice, and those scores have improved since the move. Keyword and concept trackers watch for common issues like billing and invoice questions, and they have already flagged three or four real problems early, including a broken website feature the phone system caught before anyone had connected the dots. ACE notes and transcription document calls automatically, saving reps time on every conversation.
Better visibility has turned into better decisions. Automated trackers catch problems before they spread. Scorecards keep workloads fair and coaching grounded in facts rather than pressure. A simpler call flow means less time on hold and a faster path to the right person.
The most valuable use is just getting started. MIEC is now tagging calls with policy numbers and feeding that data into Power BI to estimate the true cost of serving each account, insight it can carry into renewal and pricing decisions. In other words, the phone system has become a business intelligence tool.
If the experience is easier to use, people use it more. And they give us more data on what is going on. Blair Tomlinson, MIEC
Choosing the right platform is only half the job. MIEC leaned on Maverick to weigh the options, coordinate a detailed rollout across carriers in multiple states, and hand the team a clear plan and training that made adoption easy. As a supplier-neutral advisor, Maverick's role was never to push a product. It was to understand how MIEC works and guide the company to the right fit. After years together, that means knowing the business inside and out, right down to where every wire is buried, which is what made each change feel simple instead of stressful.
You have been knowledgeable and reliable, and you helped us through some really difficult times. That is the kind of partnership I look for. Somebody who understands us and helps us achieve our goals, regardless of the platform. You helped us be better and more successful for our members.Blair Tomlinson, MIEC
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