Case Study: Healthcare Company achieves personalized omnichannel member support with TTEC

Healthcare Industry - Customer Case Study

Healthcare Company, a wellness brand, was struggling with an outdated contact center model and departmental silos that couldn’t keep up with increasingly empowered members who wanted personalized, omnichannel support. TTEC helped the customer move beyond point solutions by combining strategy, technology, customer management, and revenue generation, including advanced training, simulated learning, a dynamic knowledgebase, and a hosted contact center infrastructure with IVR and NPS tools.

TTEC also enabled omnichannel engagement across voice, email, social, video chat, mobile chat, and web chat, while supporting self-service, live chat, and direct access to human coaches. The results were strong: more than 85% of consumers ranked themselves as promoters after an interaction, 95% of issues were resolved over chat, and 73% of pilot answers were resolved with self-help.