Achieving higher CSAT and QA in healthtech
A pioneering telehealth platform was transforming mental healthcare access, connecting thousands of patients with psychiatric care providers. But its success became their biggest challenge — a flood of patient inquiries overwhelmed their internal team, threatening the very care quality they stood for.
Facing this critical moment, leadership made a bold decision: to entrust their sensitive intake processes to an outside partner for the first time.
This case study reveals how our partnership not only rescued their overwhelmed team, but revolutionized their operations – delivering streamlined processes, exceptional patient experiences and dramatically reduced costs. The results would reshape how they thought about scaling concierge healthcare CX support.
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