Case Study: a digital healthcare industry client improves patient support and reduces outsourcing costs with TaskUs

a digital healthcare industry client cuts support work from 120 minutes to 8 with TaskUs

The client, a digital healthcare company, helps patients find affordable prescriptions via a drug comparison app. They partnered with TaskUs to provide voice customer support for patients seeking discounts. As the client scaled, they began prioritizing low cost over service quality, creating a challenge for maintaining performance. TaskUs aimed to demonstrate the value of its high-quality support services.

TaskUs implemented a solution focused on operational excellence. This included continuous training innovation to improve Average Handle Time, a People-First Culture that reduced absenteeism to 1% and attrition to 31%, and the use of Robotic Process Automation (RPA) bots that cut a 120-minute process to just 8 minutes. By shifting the focus from price to quality, TaskUs enabled the client to support its growth without sacrificing service value, ultimately proving that high performance delivers a greater return on investment.