Support Healthcare
80% Fewer Missed Tickets. 4× Faster Response
Scaling patient support without hiring
80%
fewer missed tickets 4×
faster first response 66%
more tickets per agent "We cut handle time by 33% and now handle 66% more tickets per agent without hiring."
The Challenge
Patient requests arrived via phone, email, and a legacy portal with no SLA tracking. Agents lacked context and tickets were frequently lost between shifts.
The Solution
CareFirst implemented the support desk with SLA deadlines, knowledge base deflection, and a patient self-service portal. AI ticket classification was piloted for intake routing.
Results
- ✓Missed tickets dropped 80% with centralized queue management
- ✓First response time improved 4× with assignment rules
- ✓Knowledge base deflects 25% of repeat questions
- ✓Agents handle 66% more volume without additional headcount
