Case studies
Detailed deployment case studies with measurable outcomes. Each case study is customer-approved with specific metrics (deflection rates, cost savings, deployment timelines, ROI).
Full case study library launching Q3 2026
Case studies move through legal review, customer approval, and metric verification before publication. The first batch covering logistics (Apex), apparel (Thread & Supply), and healthcare (CareFirst) publishes Q3 2026.
Need a customer reference now? Customer-facing customer-success team can arrange 1:1 reference calls under NDA — contact sales.
What we measure in DialPhone case studies
- ✓ Agent/staff seats consolidated across vendors
- ✓ Average Handle Time (AHT) change
- ✓ First Call Resolution (FCR) change
- ✓ Customer Satisfaction (CSAT) and Net Promoter Score (NPS) lift
- ✓ AI deflection rate (self-service %)
- ✓ Monthly cost savings vs. prior stack
- ✓ Deployment timeline in business days
- ✓ Time-to-first-value from kickoff
- ✓ ROI over 12 months
How we write DialPhone case studies
Customer-consent gated. Every case study publishes with the customer's written approval. The customer signs off on the published metrics, quotes, and industry positioning before we push to production. If a customer later asks to take a story down — for instance after an acquisition or a competitive-sensitivity change — we honour the request within 24 hours.
Specific metrics, not vanity numbers. We publish AHT change, FCR change, CSAT or NPS movement, deflection rate, monthly cost reduction, deployment time in business days, and ROI calculated over 12 months. We do not publish "increased productivity" or "improved customer experience" unless a concrete number attaches. If the metric is not verifiable by the customer's own records, we do not include it.
Pre-publication verification. Before a case study ships, a DialPhone customer-success manager and the customer's operations lead review the numbers together. If the metric does not line up with what the customer sees in their own DialPhone analytics or their prior vendor's reports, the case study does not publish until reconciliation is done.
Neutral framing on trade-offs. Case studies note where migration had friction — porting delays, training curves, integration quirks — rather than pretending deployment was effortless. Readers use case studies to predict their own experience, and whitewashed stories set bad expectations.
Industries we're prioritising for the first batch
Our first case study batch covers high-regulatory and high-volume verticals where DialPhone deployments produce the most differentiated outcomes: healthcare (HIPAA BAA configurations with PHI-safe AI receptionist), logistics and dispatch (24/7 omnichannel routing at 400+ driver scale), and direct-to-consumer retail (peak-season contact center scaling with WhatsApp and Instagram integration). Later batches will cover legal (privilege-safe retention), financial services (FINRA-compliant call recording), and real estate (multi-office dial-plan consolidation).