Highlights at a Glance...
Team Size
2-5 Agents
Dedicated support team handling inbound and outbound calls.
Client Experience
5.0 Rating
Client rated team perfect for quality, service, and communication.
Ramp-Up Time
<30 Days
Onboarded and stabilized within first month of partnership.
Cost Reduction
70%
Reduced costs over in-house support with equal service standards.
Anonymous
Sales Support & Customer Relations Manager
Industry
Healthcare Technology
Company Size
50-100 employees
Location
Georgia, USA
Date
May 2024 - Ongoing
Verified By Clutch
The Challenge: Limited Coverage, Lost Clients
As a fast-growing healthcare technology company, the client was dedicated to delivering remote care solutions and digital tools that improve patient outcomes while driving down costs. But while their tech was evolving, their customer support infrastructure wasn’t keeping up.
Incoming calls were going unanswered. Outbound patient education was inconsistent. As a result, patients became frustrated, and the company began losing clients—not because of poor care, but because of poor communication.
Key pain points included:
- Inability to consistently answer inbound calls during business hours
- Lack of bandwidth to educate patients on products and care tools
- Lost clients due to perceived unavailability and service gaps
- No internal call center infrastructure to scale support effectively
With a small team stretched thin, it was clear they needed a responsive, courteous, and knowledgeable customer support partner to stabilize operations and improve patient experience.
The Goal: Scalable Support Without Sacrificing Quality
The company wasn’t just looking for a vendor. They needed a partner who could:
- Quickly integrate into their communication workflows
- Provide cost-effective call coverage without sacrificing professionalism
- Act as an extension of their internal team
- Restore trust with patients through empathetic, timely support
The Solution: A Dedicated Offshore Call Center Team
1840 & Company provided a customized call center solution tailored to the healthcare provider’s unique support model.
We deployed a team of 2–5 remote agents trained to manage:
- Inbound calls, logging detailed support tickets for internal follow-up
- Outbound calls focused on patient education and updates
- Escalation processes for urgent requests or technical issues
- Clear, empathetic communication on behalf of the healthcare brand
The team worked in full alignment with the client’s tools and workflows, communicating via Slack and email to ensure seamless coordination.
Onboarding & Execution: Live in Under 30 Days
Our onboarding was rapid and responsive. Within the first 30 days:
- The client completed a service needs review with our solutions team
- 1840 onboarded experienced support reps with healthcare-adjacent backgrounds
- Agents were trained in the client’s systems, tone, and escalation protocols
- Live service began with zero downtime or disruption
Even across time zones, our team ensured continuous availability and responsiveness, adapting schedules to match patient needs.
Results: Reduced Churn, Higher Satisfaction, and Full Coverage
Within weeks, the client reported measurable improvements across key performance areas:
- Patient complaints about reachability dropped significantly
- Fewer clients were lost due to communication breakdowns
- Patients expressed increased satisfaction with outbound follow-ups
- Internal teams saw fewer backlogs in customer service tickets
The best part? The healthcare company saw all of these results while saving over 70% compared to building an in-house team.