Case Study: Fenway Health achieves seamless remote work for 600+ employees with Dialpad

How Fenway Health switched over 600 employees to remote work seamlessly

Fenway Health, a federally qualified community health center in Boston with more than 600 employees across 15 locations, needed a better way to support growing patient demand. Its old PBX setup had become clunky, expensive, and difficult to scale, with separate apps and analytics making training and call management more complex. Fenway Health turned to Dialpad’s healthcare phone system to replace physical phones and support a more flexible, remote-ready workflow.

With Dialpad, Fenway Health rolled out the platform site by site, simplified onboarding with a single app, and customized training for different clinics and departments. The result was a seamless move to remote work for over 600 employees, fewer mistakes, faster call handling, and unaffected service levels. Dialpad’s analytics also helped Fenway Health catch wrong transfers, improve routing, and better coach agents by reviewing call journeys and audio.

Fenway Health

Jon DiBiasio

I.T. Director