Case Study: Carbon Health achieves 35%+ cost savings with Omni Interactions

How Omni was able to improve customer service quality while drastically reducing cost with nearshore workers

Carbon Health, an innovative healthcare provider, needed a flexible partner to manage high-volume, omnichannel patient support to keep pace with its rapid growth. Their existing BPO could not adapt to changing call volumes, and they were facing challenges with cost and quality. They partnered with vendor Omni Interactions to handle patient interactions and hardware support.

Omni implemented a nearshore solution with workers in Guatemala, providing precision staffing in 30-minute increments to eliminate paying for idle time. This approach allowed Carbon Health to maintain high-quality service across phone, email, chat, and text while significantly reducing management overhead. The results included handling over 370,000 calls per year and achieving total cost savings of 35% to 55% compared to an in-house operation.

Carbon Health

Mat Makay

Senior Director of Central Support