Case Study: Dial-A-Doctor achieves better call quality and reliable after-hours care with Twilio

Synergy and twilio prove to be the right medicine for after-hours healthcare service dial-a-doctor

Dial-A-Doctor, an after-hours healthcare service, needed to modernize its call center after moving away from an unreliable fixed-line system and then struggling with poor-quality VoIP calls, dropped connections, and even a privacy issue. To support patients outside business hours, the company turned to Twilio Flex with implementation help from Synergy.

Twilio, working with Synergy, replaced Dial-A-Doctor’s old setup with a customized call flow and a postcode-driven IVR that checks doctor availability in real time. The result was a more efficient contact center with no dropouts or crossed calls and more than 80% improvement in call quality, while also reducing wasted wait time for callers in areas without available doctors.

Dial-A-Doctor

Neil Hollingworth

General Manager