Case Study: MatrixCare Improves Healthcare Support Responsiveness with Druid AI Agents

MatrixCare is Enhancing Customer Support Responsiveness with DRUID AI Agents for Healthcare

MatrixCare, a ResMed company and major provider of cloud-based EHR solutions for post-acute care, needed to improve support across a fragmented platform made up of nearly 20 systems. With high turnover in healthcare and many users needing coaching rather than technical help, its support teams were overloaded and response times averaged up to 20 hours.

MatrixCare partnered with Druid to deploy enterprise-grade AI agents across Salesforce Community Portal, Microsoft Teams, and the MatrixCare 360 mobile app. The solution automated routine support, created tickets when needed, and delivered 24/7 self-service, driving 96% answer accuracy, 100% call rerouting, reduced support call volume, and improved customer satisfaction.

MatrixCare

Tim Smokoff

General Manager