Discover how New Zealand’s leading eye specialists eliminated communication bottlenecks and improved day-to-day efficiency with Dialpad NZ, transforming call tracking and queue visibility across their clinics.
At Auckland Eye, delivering exceptional patient care is a high-stakes operation. As one of New Zealand’s largest private clinics, managing 18 specialists across multiple sites requires precision, not just in surgery, but in every patient interaction.
To maintain their high standards, the leadership team recognised that their legacy phone system was no longer keeping pace with their growth. They needed an intuitive Dialpad Phone System that could offer the same level of excellence as their clinical work, providing crystal-clear reporting and faster administration for their busy team.
Auckland Eye didn’t want to just “manage” calls; they wanted to master their patient flow. Previously, legacy systems made it difficult to get real-time visibility into incoming calls or spot where patient delays might occur.
By implementing Dialpad NZ, the team gained total transparency. Tasks that used to be operationally heavy, like updating call flows or retrieving specific recordings, became instant, self-service actions. This shift allowed the administration team to focus on what matters most: the patient journey.
The move to Dialpad provided a “zero-friction” solution tailored for the high demands of New Zealand healthcare. Pariket Dhabuwala, Patient Services Manager, highlighted the immediate impact on their workflow:
“Now, I can easily see how many calls are in the queue and track down specific calls by searching for the caller’s number, the agent, or even keywords from the conversation.”
With the Dialpad App, features like AI-powered notes and voicemail transcription mean the team can stay fully present with the patient. The software handles the admin, ensuring Auckland Eye continues to set the standard for service in NZ.
“Now I can easily see how many calls are in the queue and track down specific calls by searching for the caller’s number, the agent, or even keywords from the conversation.”
Pariket Dhabuwala, Patient Services Manager
The outcome is a streamlined, data-driven environment. Auckland Eye can now respond faster, monitor their contact centre with ease, and use Dialpad’s built-in analytics to proactively manage peak times. It’s a perfect example of how a cloud-based Dialpad NZ system empowers local healthcare providers to move faster.
Looking Ahead: Auckland Eye is already planning to integrate Dialpad with their patient management system via custom APIs. This will give staff instant access to patient records the moment a call starts, eliminating tab-switching and making every interaction seamless.
In New Zealand, communication delays shouldn’t get in the way of care. Whether you’re in healthcare or a high-volume service business, you need a system that gives you total control. As a Certified Dialpad Delivery Partner, BayCom provides the local expertise and Dialpad Support NZ needed to ensure your setup is seamless and your team is ready for day one.
Legacy tech shouldn’t be the bottleneck holding back your next phase of growth. If you’re ready to trade manual admin for an innovative system that scales without breaking the bank, let’s talk. As an Official Dialpad Delivery Partner, we don’t just sell the software; we deliver the time-saving results your team deserves.
Trusted Relationship
A long history of collaboration and mutual respect.
Operational Continuity
Retained infrastructure enabled a fast, smooth transition.
Customer-Focused Approach
Solutions shaped around the client’s evolving business needs.
Hands-On Support
Local guidance ensured all requirements were met quickly and professionally.
At Baycom, we specialise in providing tailored ICT solutions that drive success.
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