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Helpware Healthcare Clients Report Faster Resolution and Higher Accuracy as Support Demand Grows

Helpware, the AI-powered business process management (BPM) company, today shared results showing its healthcare clients resolving contacts faster and processing orders with higher accuracy as support volume climbs. A UK-based medical equipment company that moved its BPO customer service and back-office work to Helpware in March 2024 met or beat every target on its Q1 2025 scorecard. The team posted 99.5 percent order quality, a 4.63-minute average handle time, and a 17.33-second average hold time. The client designs medical equipment for digestive health, pain management, and infection prevention. It serves both healthcare providers and patients, so a delayed reply or an order error reaches a clinic or a patient. Support demand outgrew the in-house team Before the partnership, the client's internal team could not keep pace with growing support demand. High-touch workflows stretched handling times, and each interaction carried a risk of delay or error. The company needed more capacity and tighter accuracy without adding work for its own staff. A tiered team trained for regulated healthcare work Helpware launched a 15-person team in the Philippines that matched the client's compliance and quality standards. The team covered three roles: Data entry specialists: Back-office processing that protects order accuracy and case completion Tier 1 customer service representatives: Voice support for patient and provider inquiries Tier 2 customer service representatives: Voice support for inquiries that need deeper handling Helpware trained the agents on HIPAA and other regulatory frameworks that govern medical equipment support. Q1 2025 results against target The team met or beat the client's targets on all six scorecard measures in Q1 2025. Figures reflect the client's Q1 2025 averages against contracted targets. From 15 agents to 45 in 12 months By March 2025, the client had tripled its Helpware team to 45 full-time employees and expanded coverage from three service areas to nine. New roles included chargeback analysts, junior and senior patient care coordinators, subject matter experts, and technical support representatives. Quality and response times held through the expansion, even as the team took on more regulated, high-touch workflows. The results track with other Helpware healthcare engagements. A healthtech client raised first-contact resolution (FCR) by 33 percent within 90 days after consolidating its support onto a unified platform with Helpware. “Healthcare support has less room for error than most categories,” said Robert Nash, CEO of Helpware. “When an order goes out wrong, a clinic or a patient waits. This client tripled its team in a year and kept order quality at 99.5 percent, which shows that growth and accuracy can scale together when agents understand the clinical context.” Built for regulated, high-volume support Across its customer experience operations, Helpware reports customer satisfaction (CSAT) of 90 percent and client partnerships that average more than five years. Its teams support customers in more than 45 languages from 19 locations and work within SOC 2 Type II, HIPAA, and GDPR frameworks, the controls healthcare buyers look for before they hand off patient-facing work. About Helpware Founded in 2015 and headquartered in Lexington, Kentucky, Helpware is an AI-powered business process management company. More than 4,000 people across 19 locations on four continents deliver customer experience operations, AI solutions, custom software development, and growth marketing through four divisions: Helpware CX, Helpware AI, Helpware Tech, and Helpware Media. The company serves more than 400 clients in healthcare, SaaS, ecommerce, fintech, and gaming, and holds SOC 2 Type II, ISO 27001, and ISO 9001 certifications. Learn more at www.helpware.com.