Case Study: FYidoctors achieves 29% reduction in handle time and 23-point FCR increase with Twilio Flex

How Twilio Flex Increased Agent Productivity and Improved Bottom Line for Fyidoctors

FYidoctors, Canada’s largest doctor-owned eye care provider with 300+ locations, needed a scalable, patient-first contact center to support rapid expansion and deliver efficient, personalized service. Their single contact center had to serve two distinct teams (patient-facing customer service and an internal help desk) with different workflows, integrate existing tools and third-party services, and reduce handle times and abandonment without adding headcount.

Partnering with Twilio and Blacc Spot Media, FYidoctors deployed a Twilio Flex-based omnichannel solution using Gravity CX, with customized agent screens, automated screen pops and Flex Insights dashboards. The rollout cut average handle time by 29%, increased first-call resolution from 41% to 64% (a 23-point gain), lowered abandonment from 17% to 13%, boosted NPS by 19%, and enabled support for 14.6% more clinic locations without new hires.

FYidoctors

Patrick Graham

Director Service Centre