Case Study: Healthcare Organization achieves seamless 22,000-user EHR launch with TTEC

22,000 Users in One Launch Day = Medical History

TTEC helped a California-based Healthcare Organization manage a high-stakes Electronic Health Record (EHR) transition for 22,000 users in a single launch day. Facing tight timelines, financial constraints, and the lack of an existing support center, the organization needed a scalable support model that could handle user questions without driving up long-term costs.

TTEC implemented an agile, fully staffed contact center solution, hiring and training 500 associates in just two weeks before launch. The operation then quickly scaled down to 75 associates within two weeks, and now runs with fewer than ten active at a time while maintaining round-the-clock support and high customer satisfaction.