Sutherland Transforms Contact Center Operations for a Leading Healthcare Innovator with AI-powered Decision Support Platform

Industry: Healthcare | Services: Business Process as a Service

Client Overview

The client is a leading digital healthcare manufacturer specializing in advanced cardiac monitoring and diagnostics. Founded in the mid-2000s and headquartered in the United States, the organization is dedicated to transforming how cardiac conditions are detected, monitored, and managed. With over 8 million patients served, over 1.5 billion hours of heartbeat data analyzed, the client aspires to be the world leader in the management of cardiac arrhythmia information. 

Its flagship solution combines a discreet, FDA-cleared wearable biosensor with cloud-based analytics to enable continuous ECG monitoring for extended periods. This integrated platform delivers high-quality diagnostic insights to clinicians while offering a patient-friendly experience. By uniting sensor technology, data analytics, and clinical intelligence, the client helps healthcare providers diagnose arrhythmias more accurately and efficiently—advancing the modernization of cardiac care and improving patient outcomes at scale.

The Challenge

The client faced persistent challenges related to the steep learning curve for newly onboarded customer care agents. As new hires transitioned into live patient support, gaps in product knowledge, process familiarity, and confidence became evident—directly impacting both operational efficiency and the patient experience.

• Low CSAT Score and Inconsistent Patient Experience: Variability in troubleshooting accuracy and call handling among new agents led to patient dissatisfaction and inconsistent service delivery.
  
• Elevated Average Handle Time (AHT): New hires required additional time during their live call with patients to navigate complex call types, validate workflows, and resolve issues, resulting in longer calls, operational inefficiencies, and added strain on experienced staff.

These challenges underscored the need for a structured, scalable solution that could accelerate proficiency without compromising quality or compliance.

Sutherland Solution

To elevate patient experience and strengthen operational efficiency, the client partnered with Sutherland to transform the performance of its patient engagement and contact center operations across three global locations in the Philippines, Jamaica, and Malaysia. In these contact centers, 60+ advocates support inbound patient calls, Welcome Wear, Mid-Wear and End-of-Wear outbound calls, and diary scanning.

Sutherland deployed HelpTree, an AI-powered guided decision-support platform designed to streamline troubleshooting across the Top 3 call drivers. This strategic implementation equipped new hires with consistent, accurate, and easily navigable workflows during their early learning phases.

• Sutherland integrated HelpTree into new-hire onboarding, training and live support environments, ensuring standardized handling of high-volume, high-impact call types.
• We established a phased AHT glide path was established across Academy, 30-day, 60-day, and 90-day milestones to drive predictable performance improvement.
• CSAT scores reached as high as 4.5/5.0 during the Academy phase, demonstrating immediate gains in confidence and service quality among new agents.
• New hires demonstrated faster proficiency, reduced variability in call handling, and more consistent patient interactions as they progressed along the structured AHT glide path.

The Outcome

Transformed Customer Service Operations
By implementing this enhanced patient experience (PX) operating model, Sutherland significantly strengthened key performance areas for the client. The approach reduced patient-related complaints by addressing the root causes surfaced in interaction audits and eliminating variability driven by staffing shortages. This directly improved the consistency and reliability of patient support, resulting in measurable gains in service quality and downstream revenue.

Improved Patient Experience
The adoption of Sutherland HelpTree played a central role in this improvement in client’s customer service performance. By embedding standardized workflows and guided troubleshooting steps into the support process, new hire proficiency accelerated— while reducing ramp-up time and improving first-contact resolution rates. As a result, agents achieved higher query resolution accuracy earlier in their tenure, leading to more positive patient interactions, fewer escalations, and a more predictable patient experience across all device support lines.

Proven Partnership-led Expansion of Operations
Building on such strong results, seamless collaboration, and the proven value of the transformation to date, Sutherland Healthcare has expanded its support footprint across additional devices and operational areas of the client. This expansion includes managing out-of-U.S. work buckets, executing pilot programs for Welcome, Mid-Wear, and End-of-Wear calls, and extending support for account onboarding activities. Sutherland is also supporting the client’s entry into the Japanese market. Together, the partnership continues to strengthen the client’s ability to deliver exceptional service across the entire patient journey.