Case Study: Healthcare Receivables Management Company boosts collections with Bluewave Technology Group’s cloud contact center

Cloud-Powered Contact Center Transformation for Healthcare Receivables Company

Healthcare Receivables Management Company, a 70-year-old healthcare receivables management firm with 700+ employees across three locations, needed to modernize its legacy on-premises contact center. The outdated platform was causing reliability issues and downtime, limiting visibility into performance, and making it difficult to support changing business needs while maintaining critical backend dependencies and controlling costs. Bluewave Technology Group helped the company assess its requirements and evaluate a cloud contact center approach.

Bluewave Technology Group recommended and guided the move to a fully integrated cloud CCaaS and analytics platform, along with expanded self-service capabilities. The new solution improved collections performance and operational efficiency, delivering a 98% increase in revenue collection, a 300% increase in revenue on bad debt collections, and productivity equivalent to 7 FTEs by extending self-service availability into nights and weekends without adding staff.