Providing Specialized Tech Support to Thousands of Healthcare Software Users 

The Client 

You don’t become one of the world’s leading healthcare software companies, trusted by over 100,000 global practices, without exceptional customer support. When healthcare professionals rely on your software to manage their business, they expect fast, accurate, and effective troubleshooting, so technical issues never get in the way of patient care. Since 2022, itel has been a vital partner in delivering that exceptional experience, providing Tier 1 and Tier 2 technical support to thousands of customers, ranging from family-owned practices to enterprise level medical groups. Our ability to combine customer-centricity with advanced technical knowledge has allowed us to become the #1 CX vendor when it comes to performance and growth. 

Why They Chose itel

In November 2022, we launched this campaign with 30 support technicians for voice, adding chat services in 2024. Our team then expanded to 88 seats, outperforming other vendors and even our client’s internal support teams by consistently meeting or exceeding targets, almost from day one. Our technicians have become so specialized in supporting this client’s extensive catalogue of software solutions, that we now provide over 12 different technical skill sets specific to the company’s products, with a focus on systems maintenance and tech support.

Our rigorous hiring, training, and quality assurance processes ensure that we provide technical assistance that is on-brand, efficient, and always delivered with the customer-first mindset for which this client is known. 

WHAT WE DELIVER 

• Tier 1 & Tier 2 tech support, with dedicated Enterprise Agents for larger practices and a specialized “next level help” team to assist with complex technical issues. 
• Troubleshooting for e-claim and billing software, medical practice management software, data analytics software, product upgrades or updates. 
• Careful selection of Honduras delivery location, chosen for its access to large pools of technically skilled talent, with bilingual capabilities if needed.  
• Custom hiring profiles ensure candidates have high English proficiency, customer service and time-management skills, extensive knowledge in computer science or IT systems, and a passion for technology. 
• Rigorous 30-day training and onboarding process, including one week dedicated to brand alignment and learning client values and culture. 
• Technicians consistently keep their skills up to date through self-learning and online resource hubs, with regular quality evaluations, live call audits, feedback sessions, and real-time coaching. 
• Weekly client calibration sessions, as well as daily client debriefs between operations’ leaders and QA managers.  
• Biweekly data reviews with client; online reporting of service metrics. 

This client is unique, because our agents need to be proficient in both complex Technical Support while also maintaining excellent service with the customer, and because we deliver consistently, we are number one across their provider network, even against another vendor that has been working with them for over 15 years. Having that dual skill combination is something very particular. That’s why, when this client wants to expand their teams, they turn to itel before any other vendor.

Luis Restrepo, Senior VP of CX, itel 
 

Impact 

Because we were able to quickly meet our client’s high targets of 98% CSAT and 95% QA, this software company can rest easy, knowing that the thousands of medical practitioners it supports are in good hands. Our agents consistently exceed issue resolution targets by 2% every month, providing complex, specialized, and high-level technical support, all while managing a large volume of calls and chats. With an average hold time that is often 16% lower than our target threshold, our service has impressed this client so much that they recently green-lit a 25%+ expansion of our team. Customer surveys also praise our friendly and knowledgeable technicians, who offer quick resolutions for technical issues, allowing healthcare providers to focus on patients not software problems. 

Intrigued? Learn more about partnering with itel for your Healthcare CX.