Case Study: MDabroad achieves 18% higher case-handling efficiency and delivers secure WhatsApp patient services with LivePerson

Global insurance partner uses WhatsApp to deliver premium patient assistance services

MDabroad is an international insurance partner working with major carriers like Aetna, Allianz and Zurich. Its 24/7 multilingual contact center faced high call and email volumes and low agent efficiency, driving up costs and creating a need for an international, secure messaging solution that would reduce calls/emails and improve case handling.

Partnering with LivePerson to deploy WhatsApp Business let MDabroad exchange HIPAA‑compliant documents, schedule care, match WhatsApp IDs to its CRM, and proactively check in with patients — all in one platform. The shift to messaging increased cases handled per agent by 18%, improved service speed and quality, and set the stage for automating roughly 70% of routine inquiries with chatbots.

MDabroad

Scott Rosen

Founder and President