Case Study: Major Medical Supply Company achieves scalable 24/7 customer service and 20% agent productivity improvement with Liveops

Massive scale and flexibility, with a customer service twist

A leading nationwide supplier of diabetic testing supplies serving more than 260,000 patients and authorized by CMS faced unpredictable surges in inbound calls after short-form commercials drove new-patient signups and upsell opportunities. Commercials aired irregularly and at odd hours, creating call spikes the company’s in-house contact centers couldn’t staff or support around the clock.

Liveops provided HIPAA-certified virtual agents, rapid eLearning and certification, integrated call scripts, secure access to the client’s systems, and real-time dashboards to scale on demand and handle 30‑minute shift surges. The solution enabled rapid ramp-up (0 to >1,000 agents, up to 2,300 concurrent), 90% of calls answered within 20 seconds, 20% improvement in agent productivity, 15–34% higher order values, 30% faster ramp-up time, 99.99% availability and a 94% satisfaction score, while reducing brick‑and‑mortar overhead and improving media spend tracking.