Case Study: a US-based non-emergency medical transportation provider achieves 100% SLA attainment with Helpware

a US-based non-emergency medical transportation (NEMT) provider achieves 100% SLA attainment with Helpware

The customer, a US-based non-emergency medical transportation (NEMT) provider, needed a dependable partner to scale its operations without sacrificing quality. The challenge involved managing complex, plan-specific training requirements and high volumes of sensitive interactions while meeting rigid SLA and QA targets. Helpware was engaged to provide a solution.

Helpware built a cross-functional team with end-to-end support, delivering custom training for each healthcare plan and 24/7 staffing coverage with real-time adherence tracking. The results were 100% SLA attainment, 100% quality compliance, 100% schedule adherence, and 99.9% staffing accuracy. This success led the client to significantly expand its partnership with Helpware, growing the team from 45 to over 200 agents and entrusting them with additional support functions.