Helpware Healthcare Clients Report Faster Resolution And Higher Accuracy As Support Demand Grows

A UK medical equipment maker met or beat its Q1 2025 support targets, including 99.5% order quality, then tripled its Helpware team in a year

— 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 itsBPO 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:

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.

Contact Info: Name: Helpware TeamEmail: Send EmailOrganization: HelpwarePhone: +1-949-273-2824Website: http://www.helpware.com

Disclaimer:

This press release is for informational purposes only. Information verification has been done to the best of our ability. Still, due to the speculative nature of the blockchain (cryptocurrency, NFT, mining, etc.) sector as a whole, complete accuracy cannot always be guaranteed.

You are advised to conduct your own research and exercise caution. Investments in these fields are inherently risky and should be approached with due diligence.

Release ID: 89208370

If you detect any issues, problems, or errors in this press release content, kindly contact [email protected] to notify us (it is important to note that this email is the authorized channel for such matters, sending multiple emails to multiple addresses does not necessarily help expedite your request). We will respond and rectify the situation in the next 8 hours.