Delivering personalized healthcare across hundreds of facilities demands a communications system that’s secure, scalable, and easy to manage. After years of growth through acquisitions, a leading medication management Provider found itself juggling multiple phone systems, Contact Center tools, and vendors. Partnering with Dialpad, they consolidated everything into one AI-powered platform—driving eciency, cutting complexity, and improving both employee and patient experiences.

Customer Profile:

  • Company: Leading U.S. healthcare organization specializing in personalized medication management
  • Industry: Healthcare
  • Headquarters: Maryland (Northeast)
  • Primary Institutions: 250+ regional facilities across the U.S.
  • Employees: 2,000–2,500

Objective:

Unify communications, improve patient and employee experience, eliminate multi-vendor complexity, and establish a secure, scalable platform to support organizational growth.

Discovery:

As the healthcare organization grew through acquisitions, it inherited multiple UC and CC systems—creating challenges such as:

  • Disconnected communication tools that hindered collaboration
  • Inconsistent user experiences for staff and patients
  • High IT overhead managing multiple platforms and vendors
  • Difficulty scaling as new locations came online

Solution/Deployment:

Dialpad delivered a comprehensive, AI-powered UCaaS and CCaaS solution that consolidated the client’s systems into one seamless platform, including:

  • 1,300 UC licenses, 519 CC licenses, and 100 toll-free lines
  • Cloud-based voice, video, messaging, and contact center tools in one platform
  • Real-time AI for call transcription, sentiment analysis, and agent assist
  • Mobile and desktop access to keep teams connected anywhere

Customer Gain:

  • Unified Platform: Consolidated all communications into one secure, AI-powered Cloud solution
  • AI-Powered Efficiency: Real-time transcription, agent assist, and analytics to enhance accuracy and response times
  • Improved Collaboration: Seamless communication between clinical, administrative, and remote teams
  • Scalability for Growth: Easily add users and locations without added infrastructure costs
  • Operational Savings: Reduced licensing, maintenance, and hardware costs
  • Enhanced Patient Experience: Faster response times, fewer missed calls, and more consistent service quality

Partner Gain:

  • $205,000 SPIFF (4X on UC and 6X on CC)
  • Strategic win showcasing Dialpad’s competitive advantage in the healthcare space
  • Strengthened Partner credibility through collaboration, technical expertise, and clear communication