Healthtech company boosts FCR 33% in 90 days with a unified support platform

The client

Our client is a leading employer health-platform company formed in late 2023 by merging two healthcare innovators: a digital-first wellbeing and health navigation provider, and a benefits administration and analytics expert. Together, they provide a platform that seamlessly integrates member engagement, clinical support, and benefits navigation, aiming to deliver a more personalized and efficient healthcare experience for over 20 million members.

The Helpware environment

Helpware launched support operations in early 2024 with a team of 30 Tier 1—B2C support in the Philippines and 20 Tier 2— B2B support agents in the US trained across:

• Benefits navigation
• Digital health guidance
• Escalation management

Agents work across legacy CRMs and use shared tools for tickets, knowledge management, and reporting.

The challenge: Uniting fragmented systems that slowed service and confused agents

After the merger, the client faced operational misalignments. Each company had its own tools, processes, and support culture leading to:

• Ticket handoff confusion between systems
• Inconsistent SLAs and escalation paths
• Conflicting knowledge bases
• Higher training and ramp-up time
• Redundant tools and workflows

Support agents struggled with long resolution times, unclear protocols, and rising frustration from both members and internal teams.

Helping 'Ware' it counts: Building a unified, scalable support model

Helpware acted fast to eliminate operational barriers and deliver a cohesive support experience.

1. Unified knowledge architecture

We audited knowledge bases and took the following steps to unify support operations:

• Created a shared content taxonomy organized by products and issue types
• Mapped both teams’ SOPs into a single, centralized source using Confluence
• Built bridge content to help agents manage exceptions across different workflows

2. Omnisystem ticketing with Zendesk middleware

We deployed Zendesk with custom middleware to:

• Let agents manage tickets from both legacy systems in one interface
• Automatically route tickets to the correct backend system (Salesforce or proprietary CRM) based on issue type
• Enable live metrics dashboards with centralized reporting in Microsoft Power BI

3. Hybrid training and certification

We launched modular training for both support models, including:

• Compliance-focused workflows from the legacy benefits platform
• Dynamic, consumer-facing support flows from the digital health side
• A unified track for cross-product resolution and escalation

The results

Impressed by the results, the client expanded the partnership and entrusted Helpware with handling two additional support areas: Payment screening in the Philippines and customer support in Ukraine.

Looking ahead

With Helpware’s unified support in place, the client is ready to scale. For every new product, our operations support both quality and speed—setting a new standard for employer-sponsored healthcare.