Strategic Partnership Drives $1.4M Savings for SaaS Healthcare Company

Transforming Technology Investments to Enhance CX and Drive Operational Efficiency

Client Overview

Our client, a mid-sized healthcare technology company, provides both B2B and direct-to-consumer services. With over 200 patient advocates—including pharmacy techs and customer service personnel—the company emphasizes high-quality patient and customer support. Maintaining steep service level agreements (SLAs) and delivering exceptional service is critical to their market success.

The Challenge

As the company grew, it faced rising demands from both clients and patients. The complexity of the call mix and handle times increased, but the contact center relied heavily on live agents without automation or self-service options. This led to:

• Rising operational costs due to manual processes.
• Strain on recruitment and onboarding as they scaled.
• Limited ability to enhance the customer experience (CX) through technology.
• Significant risks and costs associated with a large-scale systems migration.

The client needed a strategic approach to streamline operations, introduce automation, and enable future scalability—without compromising service quality or increasing costs.

The Solution

TSarro & Associates conducted a comprehensive analysis of the client’s operations, focusing on cost savings and laying the groundwork for future technology investments like AI and agent support solutions. Our approach included:

• Critical Use Case Identification: Defined key use cases that aligned with the client’s goals and maximized ROI.
• Market Scan for Strategic Partners: Evaluated technology suppliers and shortlisted those best suited to the client’s needs.
• End-to-End Technology Stack Review: Optimized the tech stack, covering call routing, CRM, CTI, workforce management, and self-service capabilities.
• Cost Optimization: Identified significant savings in telecom expenses for both short- and long-term benefits.
• Vendor Selection and Negotiation Support: Facilitated vendor selection and contract negotiations to ensure optimal terms.
• Implementation and Beyond: Secured long-term partner support with a focus on continuous improvement and AI innovations.

The Results

Through a strategic partnership and effective vendor management, we delivered:

• $1.4 Million in annual cost savings, primarily from telecom expenses, with ongoing savings as the business scales.
• $400K in yearly telecom cost reductions, achieved by optimizing service plans and contracts.
• Introduction of AI capabilities to automate processes, improving efficiency and cost savings.
• Automated quality assurance and transcription, streamlining QA processes and improving agent productivity.
• Omni-channel capabilities, enhancing patient and client support experiences.
• Workflow automation, including CRM-integrated automated notes and summaries to boost agent efficiency.
• A long-term strategic partnership between TSarro & Associates, the client, and technology suppliers for ongoing innovation and support.

How to Cut Costs and Boost CX Effortlessly

Looking to optimize your contact center and unlock cost-saving opportunities? Book a free call today to learn how we can help transform your operations for the future.