Assembly Health
Assembly Health needed more than a vendor implementation. They needed a partner to validate, optimize, and de-risk a major RingCentral migration they didn't have the internal bandwidth to manage alone. CXponent provided Migration Assurance and implementation advisory services across the full engagement, filling gaps in solution design, licensing, governance, and change management that would have otherwise undermined the investment. The result was a confident, well-structured go-live with the operational foundation in place to drive long-term platform adoption and value.
Challenge
Assembly Health entered the engagement with a largely finalized RingCentral CX and EX decision but significant gaps in the work surrounding it. The existing solution design had been developed without adequate consideration for operational workflows and reporting requirements specific to healthcare services. Licensing had not been right-sized, and commercial terms had not been negotiated to reflect the full scope of the transition. Internally, the team lacked the bandwidth to simultaneously manage migration oversight, change management, and the cross-functional stakeholder coordination the project demanded. There was a real risk of deploying a technically sound platform that nonetheless failed to support day-to-day operations — a common outcome when implementation runs ahead of organizational readiness. Assembly Health also had no established governance model, no defined operational ownership structure, and no scalable reporting framework in place to sustain the platform post-launch.
Solution
Working directly alongside the Assembly Health team, CXponent began by completing the discovery and business requirements work that had been left unfinished — ensuring the solution was designed around actual operational needs, not just technical specifications. CXponent reviewed and enhanced RingCentral's proposed solution design, optimized the reporting structure, and right-sized the licensing to eliminate unnecessary spend. On the commercial side, CXponent supported negotiations with RingCentral and helped manage the transition away from the incumbent provider, Nextiva. Throughout implementation, CXponent served as the connective layer between Assembly Health's internal stakeholders and the RingCentral delivery team — providing project management, governance structure, and consistent communication to keep the effort on track. CXponent also developed the change management strategy, defined operational ownership models, mapped skills requirements, and built out the support structures Assembly Health would need to operate the platform confidently from day one and scale it over time.
Results
By the time Assembly Health reached go-live, the risks that had characterized the start of the engagement had been substantially addressed. The solution design had been validated and strengthened, licensing was optimized, and the commercial terms reflected the actual scope of the investment. Leadership entered go-live with materially higher confidence than they had at the outset — a direct result of the governance structure, stakeholder alignment work, and consistent project oversight CXponent provided. Operational reporting was structured to deliver actionable visibility from day one rather than requiring post-launch rework. The ownership models, support structures, and change management groundwork CXponent put in place gave Assembly Health a scalable foundation to drive adoption and extract ongoing value from the RingCentral platform — not just at launch, but across the full lifecycle of the investment.