Case Study: Firefly Health achieves 40-second call SLA with Dialpad

How Firefly Health empowered call center agents to catch every call in 40 seconds or less

Firefly Health, a rapidly growing virtual healthcare provider, outgrew its ad hoc use of personal cell phones as the team expanded from a handful of people to dozens. The company needed a unified, scalable communications platform that could handle increasing call volumes, capture missed conversations, support texting, and—critically—provide reliable analytics to prove compliance with a strict Blue Cross Blue Shield SLA requiring calls be answered within 40 seconds.

Firefly implemented Dialpad Talk, Sell, and Contact Center with Outreach integration, moving calls and texts to a desktop/web app and creating a dedicated line for BCBS callers. Dialpad’s analytics and transcripts let the team track inbound volume, abandoned calls, and average speed of answer, proving they met the 40-second SLA, reducing missed calls, and giving them a scalable, data-driven foundation for future expansion.

Firefly Health

Kimberly Bartlett

Head of Member Experience Operations