Case Study: CARTI cuts call wait times with Zingtree

CARTI reduced call wait times by 18 minutes

CARTI, a cancer treatment center, needed a faster and more consistent way to support patients calling with complex questions about pre-op procedures, COVID-19 protocols, medical records, and other issues. Using Zingtree’s Agent Scripting, the organization aimed to help agents find accurate information quickly, reduce call delays, and ensure every patient received clear, professional, and reassuring guidance.

With Zingtree, CARTI replaced paper-based reference materials with interactive decision trees that guided agents step by step and provided the right messaging in real time. The result was a major improvement in service: average call wait times dropped from as high as 20 minutes to 2 minutes, complaints about customer support disappeared, and CARTI was able to deliver more consistent, efficient, and compassionate patient support.

CARTI

Sarah Yates

Senior Business Intelligence Analyst