Velaro
6 Case Studies
Case Study: Kindred Healthcare achieves 24/7 secure patient support with Velaro Live Chat
A Velaro Case Study
Round-the-Clock Patient Support with Velaro Live Chat
Kindred Healthcare, a large U.S. post-acute care provider, needed a HIPAA-compliant way to expand its pilot contact center and better connect patients and families beyond phone and email. To add a must-have live chat channel while protecting sensitive information, Kindred chose Velaro’s live chat platform to provide secure, simple-to-use online support.
Velaro implemented a custom-branded, low‑maintenance chat solution with pre/post‑chat surveys, canned messages, a dedicated client services manager and robust reporting (daily performance metrics delivered to administrators). As a result of Velaro’s deployment Kindred scaled its support staff from 2 to over 100, extended hours to a 24/7 operation with round-the-clock RN access, increased admissions through improved engagement, and gained actionable performance visibility without storing chat transcripts.
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Kindred Healthcare
Gary William
Manager