The client provides healthcare technology solutions including products for remote care management and patient engagement. Their applications are primarily used on devices and tablets. Their challenge was the sheer volume of devices and tablets they were supporting across 38k physician offices nationwide. Their problems included:
Rarely used devices that required guided assistance for use.
An understaffed support team that struggled to resolve the incredible volume of tickets.
Lack of training for that support team and inefficient processes to address common issues.
Ineffective metrics & reporting to track issues, resolution, and overall team progress.
STAND 8 Nearshore Services set out to resolve these issues and position the team for future success.
With the challenge identified, STAND 8 created a holistic strategy to address each of these issues and put the company in a much better position. With Nearshore services, STAND 8 implemented the following measures:
Network Operation Specialists (NOS) profiles : STAND 8 established a high level of English proficiency, technical support capability, and customer service soft skills. Training program: We created a training program for the team to learn the necessary tools and applications and improve their overall performance. Metrics & Incentive program: STAND 8 established performance metrics the team was required to meet and instituted an incentive program. Direct communication: Direct communication channels were established between the Nearshore Service team and the client to quickly detect and react to situations. Team leads oversaw team performance, and provided guidance for escalations. Scale and redundancy: The team grew from 10 to 100+ people across 2 locations. The dual locations facilitated Disaster Recovery (DR) requirements and achieved greater time zone coverage for the client.
Within 6 months a significant decrease in the cost per ticket was observed as a result of the solution and resulted in significant savings for the client.
STAND 8 Nearshore Services helped the healthcare company reduce the number of specialized support tickets by 60%. This reduced costs and optimized the customer service experience for over 140,000 users.
