Major Health Insurance Provider Consolidates Legacy Fax Systems and Migrates to a Scalable Cloud Fax Platform

A top health insurance provider facing increasing fax traffic, compliance risks, and legacy system strain partnered with IIS to modernize their infrastructure. The result: a seamless migration to a cloud-first environment that drastically reduced admin overhead, improved reliability, and scaled effortlessly with demand.

Modernizing Healthcare Communication

Scalable Cloud Technology

A Top 5 Health Plan was struggling with the constraints of a legacy RightFax environment. Their infrastructure—built on aging, high-availability servers—required continual investments just to keep up with escalating demand. As the organization grew, so did the volume of fax traffic, jumping from 1 million pages per month to over 3 million. Supporting this surge meant constant hardware expansion, new PRI circuits, and costly voice gateway additions—all while navigating compliance risks due to an unsupported fax archiving solution.

The organization turned to Instant InfoSystems (IIS) to evaluate cloud-based alternatives. The mandate was clear: find a solution that would scale instantly, handle high-capacity inbound and outbound faxing, and maintain seamless integration with mission-critical platforms like care management and the contact center.

After a detailed evaluation of vendors and architecture, IIS recommended the Retarus Cloud Fax Platform, which could not only support legacy functionality but also ensure compliance, enhance reliability, and drastically reduce infrastructure spend. IIS led the implementation, migration, and post-deployment support—delivering a modern, resilient fax ecosystem that meets the needs of one of the nation’s largest healthcare providers.

Highlights

  • Retired 10+ on-premises servers
  • Migrated 3M+ monthly fax pages to a cloud-native solution
  • Doubled fax capacity without adding any hardware or IT overhead
  • Eliminated PRI and T1 circuit costs
  • Integrated 2 mission-critical platforms via API (Care Mgmt & Contact Center)
  • Decommissioned a non-compliant archiving system and replaced it with a secure, compliant fax archive
How We Do it

A Multi-Vendor approach

We implemented a multi-platform cloud fax strategy using both StrataFax and EtherFax, delivering a comprehensive and resilient solution customized to the medical center’s diverse departments and campuses. Our team hosted legacy fax infrastructure in the cloud during migration, ensuring uninterrupted faxing services.

By digitizing fax traffic from nearly 900 MFPs and replacing analog lines with secure electronic routing, we dramatically cut costs and simplified management. Our solution provided real-time visibility and control, empowering administrators to securely and efficiently deliver critical patient documents where they were needed most.

  • The legacy RightFax environment was no longer sustainable. It required frequent capacity upgrades and heavy administrative upkeep. Compliance concerns emerged when the fax archiving platform reached end-of-life. Inbound faxes sometimes failed due to busy signals, especially during high-volume periods like open enrollment. Scaling required CAPEX-heavy purchases with months-long provisioning cycles.

  • IIS had previously supported the client’s legacy system, giving us unmatched insight into their environment. We performed a detailed discovery process to understand end-user needs, workflows, and compliance requirements. From there, we led a vendor comparison and helped select Retarus as the best-fit cloud provider.

    IIS mapped existing features to cloud-native alternatives, ensured integration with key platforms, and built a transition plan that avoided disruptions. Our team handled the migration, trained internal users, and implemented a 24/7 support model post go-live.

  • The result was a highly scalable, cloud-based fax platform with built-in redundancy, real-time SLA monitoring, and virtually zero internal support burden. As the client’s fax volume doubled, the platform scaled effortlessly—no new servers, no extra work. The new archiving system supports historic fax ingestion, preserving years of data and ensuring HIPAA-compliant retention. Internal IT teams now spend far less time on fax-related issues, and end users report better performance and reliability.

    • Streamline your enterprise communication system

    Speak with an expert

    With over 30 years of experience, Instant Info Systems has perfected enterprise consolidation for fax and larger communication systems, helping organizations streamline their operations and unlock new levels of efficiency. By unifying organizational solutions across multiple locations, we are able to significantly reduce administrative overhead, freeing up valuable resources that can be redirected 

    Free Consultation