Case Study: a major healthcare provider reduces contact center calls and prevents $86K in losses with Quantum Metric

a major healthcare company prevents $86K in annual costs with Quantum Metric

One of the world's largest healthcare companies faced a major challenge with high contact center call volumes caused by frustrating digital experiences. Their analytics had a critical blind spot for "silent failures," where features broke without generating an error. To address this, they worked with Quantum Metric, utilizing its Felix AI and Data Enrichment features.

Quantum Metric's solution used session replays and Felix AI to instantly identify a broken "Email a pharmacist" form that failed to submit without an error message. This issue, affecting over 73% of attempts, was directly linked to the contact center calls. The fix was deployed in less than a week, preventing an estimated $86k annual opportunity cost, reducing member friction, and drastically cutting call center volume.