Case Study: Healius achieves 80% cost reduction with ipSCAPE

Healius achieves 80% reduction in costs through ipSCAPE

Healius, a leading Australian healthcare provider with pathology and diagnostic imaging centres across NSW, Queensland, Victoria and WA, faced high costs and limited visibility from six disparate calling systems. Seeking cost savings, local support, better reporting and multi‑channel customer contact, Healius selected ipSCAPE’s cloud customer experience / call management platform to centralise and simplify its contact centre operations.

ipSCAPE consolidated Healius’ multiple solutions into a single, multi‑site system with one inbound number routed by caller location, added web chat and SMS channels, and provided centralised reporting and local support. The ipSCAPE implementation cut costs by 80%, improved wait times and agent flexibility, and has since been rolled out to additional Healius business units.

Healius

Aman Arora

Group IT Support Manager