Reliable Communication for a Practice That Families Count On

About New England Pediatrics

• Sector: Healthcare

• Location: North Billerica MA

New England Pediatrics operates in the pediatric healthcare sector, where reliable communication is not a convenience but a cornerstone of quality care. Parents and caregivers calling the practice often do so with urgent concerns, making every interaction a reflection of the care and professionalism the practice stands for. With staff working across both in-office and distributed settings, the organization requires communication tools that are dependable, easy to use, and consistent across every touchpoint.

Scenario

Before adopting net2phone, New England Pediatrics faced several communication obstacles that slowed daily operations. Internally, the team struggled to track customer issues or satisfaction, navigated hard-to-use user and admin interfaces, and lacked appropriate software integrations to connect their communication tools with other systems. These limitations created manual work and inconsistent workflows for staff managing high volumes of patient interactions.

The challenges extended to the patient experience as well. Families calling the practice encountered poor call quality and dropped calls, along with inconsistent responses across channels. For a pediatric practice where parents often call with urgent concerns, these issues undermined both trust and efficiency.

Outcome

New England Pediatrics worked with net2phone to consolidate its fragmented communication tools into a single, cloud-based platform. The solution was designed to address both the operational gaps slowing down staff and the experience issues frustrating patient families, while also supporting the practice's need for consistent communication across in-office and remote team members.

The improvements were felt across every layer of the practice's operations. Call quality increased significantly, with fewer dropped calls and greater system reliability giving families the consistent, dependable experience they expected. Reduced wait times and more responsive service strengthened the practice's relationships with the caregivers it serves every day.

Internally, net2phone reduced manual processes, eased workload pressures on staff, and gave administrators the integration capabilities they had previously lacked. The platform's mobility features enabled more consistent communication across hybrid and remote team members, regardless of where staff were working. And by consolidating multiple tools under one system, New England Pediatrics simplified administration while building a scalable communications foundation positioned to grow alongside the practice.

I personally have become more efficient. I receive all of my calls to my cell phone giving me the capabilities to move around offices and I am still reachable. We all receive our voice messages to our phone. We easily forward vm to doctors or nurses and have the message transcribed on email vs having to listen to vm and sometimes not understanding the person who left the message. We have holiday, early close, closure due to weather schedules. Myself and one of the doctors are the admins and we can easily set those schedules. The net2phone portal is easy to use.

Shlomo Smith - Practice Manager, New England Pediatrics