Healthcare company exceeds 5 key metrics with improved customer support

The client

Our client is a UK-based healthcare company specializing in medical equipment for digestive health, pain management, and infection prevention. Operating in a tightly regulated environment and relying on responsive support to meet the needs of both healthcare providers and patients, the client designs clinically advanced solutions that improve patient outcomes.

The Helpware environment

The client partnered with Helpware in March 2024 to scale support across three critical service areas:

• Data entry specialists—Back office
• Customer service representatives (CSR 1)—Voice
• Customer service representatives (CSR 2)—Voice

Helpware deployed a 15-person team aligned with the Client’s compliance and quality standards.

The challenge: Overcoming limited support capacity that stalled growth

The client needed to keep up with growing support demands—but without the right partner, expansion came at the cost-of-service quality.

The client’s internal team was stretched thin. High-touch workflows led to long handling times, and every customer interaction risked a delay or error. To scale confidently, the client needed specialized support to improve responsiveness, accuracy, and compliance—all without increasing internal workload.

Helping 'Ware' it counts: Smart structure, seamless scaling

Helpware delivered a custom solution with built-in scalability and quality control:

• Multi-tier service team—Tiered CSRs handled patient and provider inquiries with precision.
• Data support—Specialists ensured order accuracy and timely case completion.
• Healthcare-trained agents—Staff were trained on HIPAA and other regulatory frameworks.

The results

Helpware became a seamless extension of the client’s brand—delivering consistent service, maintaining compliance, and enabling fast growth.

This model delivered fast wins:

Scaling with confidence

By March 2025, the client tripled its Helpware team to 45 full-time employees and tripled the team’s reach to nine service areas, including:

• Chargeback analysts
• Customer service data entry coordinators
• Tier 1 and Tier 2 CSRs
• Data entry coordinators
• Patient care coordinators (junior and senior)
• Subject matter experts
• Technical support representatives

This 200% increase in the Helpware team and reach came within one year as we supported regulated, high-touch healthcare workflows and maintained exceptional quality and responsiveness.

Q1 2025 Operational Impact