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MedTech Company Reduces Expenses 30%

Healthcare
Case Study
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The Overview

A dynamic U.S.-based medical technology company experienced explosive growth as they expanded their client base with hospitals and clinics nationwide. Customer care inquiries surged from 30 to 10,000 daily, putting immense pressure on their support infrastructure.

 

To maintain their high-quality service and handle the influx of inquiries, the company needed a solution that could streamline processes, ensure customer satisfaction, and control operational costs.

The Challenge

With rapid growth came significant challenges:

  • The existing call flow process was not scalable for such a dramatic increase in volume.

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  • Training new agents to handle the full scope of inquiries was time-consuming and inefficient.

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  • Maintaining high-quality and timely customer communications was essential to protect the company's reputation.

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  • The company needed a strategic plan to manage resources effectively, reduce costs, and enhance its brand experience.

The Solution

To tackle these challenges, our portfolio partner implemented a comprehensive strategy focused on operational efficiency and customer satisfaction:

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  • Knowledge Base: Our partner developed a robust knowledge base, enabling agents to access up-to-date information instantly, reducing the need for memorization and speeding up response times.

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  • Tiered Support System: Our partner introduced a two-tier agent system. The first tier handled 80% of general inquiries, while the second tier specialized in more complex issues, ensuring that expert support was available for cases that needed it.

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  • Customer Self-Help Portal: A 24/7 self-help portal was launched, giving customers access to resources and FAQs at any time. This not only improved customer satisfaction but also reduced the company’s support costs by 30%.

RESULTS

94%
CSAT
30%
Expense Reduction

The Successful Outcome

The implemented solutions resulted in significant improvements:

  • Efficiency Gains: The creation of a knowledge base and tiered agent structure allowed faster and more accurate responses, reducing average handling times and improving customer satisfaction.

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  • Cost Reduction: The self-help portal decreased the number of incoming support calls, cutting customer care expenses by 30%.

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  • Improved Customer Experience: Customers appreciated the easy access to information and faster resolution times, boosting the company’s reputation in the market.

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  • Scalable Growth: The streamlined call flow and strategic allocation of resources ensured the company could handle the growing volume of customer inquiries without compromising service quality.

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