How Dialogue Health Technologies accelerated onboarding and boosted message adoption with Gong

Dialogue, Canada's leading virtual healthcare and wellness provider, needed to equip its sales team to thrive in a competitive and fast-paced healthcare market. Selling to HR leaders, benefits consultants, and insurance brokers requires a modern approach to onboarding, coaching, and messaging alignment.

Before implementing the Gong Revenue AI OS, Dialogue had no structured way to capture and analyze customer conversations. They relied on manual notes and sporadic live shadowing, so their onboarding was cumbersome and inconsistent.

"We weren’t using anything before, so Gong felt revolutionary to us — even just having all our calls recorded and transcribed was amazing."

Corey Klein

Director, Revenue Operations

With the Gong Revenue AI OS, Dialogue moved from a fragmented process to a centralized, AI-powered approach that records, transcribes, and analyzes calls to provide Gong Insights. As a healthcare organization, finding an industry-leading partner that could meet strict security and privacy standards while providing immediate value was essential, and Gong delivered.

Before Gong, onboarding new sales representatives at Dialogue was time-consuming and hard to standardize. New hires often had only two or three recorded Zoom calls, if any, to learn from. Their training quality varied, and ramp times dragged.

Gong changed their entire approach to onboarding by enabling Dialogue to build comprehensive Call Libraries of recorded calls that new hires (and veterans) could listen to at any time to improve their call skills.

Today, their leaders regularly add top-performing call examples to the library so new hires can access valuable customer interactions from day one. This structure has shortened ramp times and made successful onboarding repeatable.

Gong analytics, such as talk ratios, direct managers to targeted coaching opportunities, and actionable insights from calls foster a culture of continuous learning. New reps can easily see what strong discovery, objection handling, and closing motions sound like. They’re able to practice with guidance from Gong that’s grounded in data, not guesswork.

When Dialogue introduces new messaging, they need to confirm that reps use it consistently. They also wanted to understand how customers responded. Gong Scorecards and Initiatives boards give the marketing and sales teams the visibility they need. They can now track the presence of key themes on calls and surface high-quality conversations. The marketing team then uses that customer feedback to refine the language, while managers see how reps apply the new approach and are able to coach them better based on how the initiative is progressing.

To reinforce adoption, Dialogue used Gong to automate the sharing of standout examples to the broader team. "We’ve set up automations so when we have a five-star call around our new positioning, it goes into Slack for everyone to hear," said Klein. Sharing these clips has helped reps model best practices quickly and sped up alignment around new initiatives.

Klein also highlighted the positive impact of Gong’s Customer Success team on Dialogue’s use of Gong.

"The correlation between engaging with Gong’s Customer Success team and using the operating system effectively has been massive. We’ve gotten so much more value out of it with their help."

Corey Klein

Director, Revenue Operations

With hands-on guidance, Dialogue has configured the right views, set up meaningful scorecards, and established repeatable workflows. The result is clearer coaching conversations, stronger adherence to the new messaging, and faster improvements in call quality.

Dialogue’s adoption of the Gong Revenue AI OS marked a leap forward in their sales enablement.

By moving from manual, fragmented processes to a centralized, AI-driven approach, Dialogue shortened ramp times, reduced everyone’s administrative work, and built a scalable framework for onboarding and coaching.

"We’ve gone from zero to one with Gong. In healthcare, it’s a game-changer to record and analyze calls, and we’re only just getting started."

Corey Klein

Director, Revenue Operations

Gong’s ability to capture and transcribe calls created a reliable trail of customer insights. Managers can now deliver data-backed coaching and ensure alignment with new messaging initiatives. The combination of Scorecards, Gong Insights, Initiatives boards, and light automation helped drive messaging adoption, so the team could adapt to market needs quickly and consistently.

With strong partnership from Gong’s Customer Success team, Dialogue improved its operational efficiency and set a higher bar for customer insights within Canadian virtual care.