Case Study: Singapore Healthcare Group reduces contact center workload by 30% with Tetherfi's IVR solution

Singapore Healthcare Group saves 30% man-hours with Tetherfi

The customer, Singapore Healthcare Group, the largest healthcare services group in Singapore, faced challenges including the absence of a self-service voice channel, a high cost of service, and low agent morale due to handling frustrated customers. To address this, they partnered with vendor Tetherfi to implement an IVR-based self-service application.

Tetherfi's IVR solution provided a common platform for services like appointment management and medical claims, which offloaded calls from the contact center. The results were significant, saving an average of 30% in man-hours per day, achieving a 64% average task completion rate, and improving the overall caller experience. The solution also lowered both capital expenditure and operational costs for the healthcare group.