Case Study: CareRev reduces missed calls by 90% with Dialpad

How CareRev enables healthcare professionals to pick up shifts through their mobile app with the help of a unified communications platform—and reduced missed calls by 90%

CareRev, a healthcare staffing company that helps professionals pick up shifts through a mobile app, was growing quickly during the pandemic and needed a better phone system to keep up. Its old setup had poor call routing, low call quality, limited visibility into KPIs, and unreliable voicemail and remote-work support, leading to missed calls and operational strain.

Dialpad provided CareRev with a unified communications platform featuring skills-based call routing, analytics, cross-device access, and Voice Intelligence. As a result, CareRev reduced missed calls by 90%—from 36–50% down to about 3.7%—consolidated multiple numbers into one mainline, and gained real-time visibility into agent activity, queues, and call performance.

CareRev

Carly Kopec

Director of Operations