Case Study: PetPartners achieves reliable, scalable call centers with Dialpad

How PetPartners Inc keeps 100+ employees across 22 call centers connected

PetPartners Inc., a North Carolina–based pet insurance provider with 100+ employees spread across 22 call centers, was hampered by frequent outages and slow, cumbersome support from its previous telecom provider. The company needed a reliable, feature-rich phone system that could scale with rapid hiring and make call center management straightforward.

After adopting Dialpad, PetPartners gained a stable, easy-to-administer platform with fast agent onboarding, Salesforce click-to-call and automatic logging, and Voice Intelligence for quicker call reviews and coaching. The switch eliminated outages, simplified scaling across 22 centers, boosted agent productivity, and improved customer service for pet owners.

PetPartners

Adam Blodgett

Customer Care Supervisor