Case Study: Healthcare Company achieves 24/7 omnichannel customer care with TTEC

Innovations in Mobile Customer Care Bridge Technology and Humanity

Healthcare Company needed a better way to meet members’ expectations for instant, personalized support across channels, especially on mobile, while reducing pressure on its limited IT resources and updating legacy customer service tools. TTEC helped the healthcare wellness brand modernize its member experience with customer self-service and omnichannel support, including an integrated mobile solution and searchable social knowledgebase.

TTEC implemented HealthConnect and related mobile, web, social, email, video, and voice tools so members could connect 24/7 with wellness coaches and access self-service options. The result was strong adoption and efficiency: 73% of pilot knowledgebase answers were resolved by customers themselves, only 5% of mobile interactions escalated to voice, and the solution effectively added 4,000 expert customer care resources across six global markets.