Case Study: NorthBay Healthcare achieves reliable, cloud-based faxing and improved customer service with OpenText RightFax Connect

Nonprofit healthcare organization eliminates fax loss and delays, enhances service by cloud-enabling OpenText™ RightFax with OpenText RightFax Connect

NorthBay Healthcare, a California nonprofit with two hospitals and multiple clinics, planned to move from analog to electronic faxing but ran into major problems after switching to VoIP: faxes were lost or unreadable—often marred by black lines—and staff flooded the Help Desk with complaints. Troubleshooting revealed the VoIP setup used G.711 for Fax over IP, causing jitter, packet loss and slow transmissions because the provider did not support the T.38 protocol.

NorthBay fixed the issue by cloud‑enabling its OpenText RightFax server with RightFax Connect, outsourcing the telephony layer so faxes bypassed the problematic VoIP protocol. The hybrid solution restored clear, reliable and faster faxing, cut Help Desk calls, integrated seamlessly with multi‑function printers and desktop clients for about 2,400 users (including ~300 desktop clients), and improved document exchange and service for clinicians.

NorthBay Healthcare

Dana Knight

Help Desk Manager