Case Study: Jane saves 6,034 hours with TextExpander

Jane saves 6,034 hours with TextExpander

Jane, a practice management platform and EMR for health and wellness clinics, faced a challenge when its support team switched tools and lost their saved replies. The old replies were written in someone else's voice, requiring so much editing to personalize that it was faster to write responses from scratch. The team needed a solution from a vendor like TextExpander that worked across all applications to improve efficiency and maintain authentic customer interactions.

The solution implemented by TextExpander was a two-library system. This provided the team with shared libraries for exact, technical language and personal libraries for intros and outros, allowing reps to maintain their own voice. As a result, 319 active users expanded over 741,000 snippets and saved an estimated 6,034 hours in 12 months, which equates to nearly 2.5 business days back per person while improving chat efficiency and reducing errors.

Jane