Optimizing Healthcare Support through increased customer proximity
Share Story
Headquarters
- USA
Business Size
- SME
Industry
- Healthcare IT, SaaS
Technologies
The Client
The company is a US-based EHR and healthcare SaaS provider that offers solutions to clinics and medical practices. Their support operations were fragmented across teams, and customers had limited access to tickets and updates.
Challenges Faced
- The support team struggled with integration between customer-facing portals and internal CRM systems.
- The customer portal had few self-service options.
- Support agents manually created tickets.
- Customers did not receive real-time updates on ticket status.
- Service metrics were not connected to customer profiles.
- SLA monitoring varied across ticket types.
- There were no insights into support volumes by region or product.
- SugarCRM was not set up for service workflows.
- Engineering and support teams had different views.
- The first-contact resolution rate was low.
- The documentation of ticket history for repeat issues was inadequate.
Ambit’s Solution
Ambit revamped the support system by implementing an on-premise portal and SugarCRM-based service workflows.
- Deployed a secure customer portal using PHP.
- The portal was integrated with the on-prem SugarCRM instance.
- Customers could create tickets, receive updates, and attach files through the portal.
- Issue categories were mapped to dynamic workflows.
- SLA-based dashboards were built for support managers.
- Support data was linked to account profiles in CRM.
- The system allowed for escalation workflows within the CRM and portal.
- Customers could view their ticket status 24/7.
- Custom reporting was provided for support KPIs and audits.
- The on-prem deployment ensured data control and compliance.
Results Achieved
- The client saw improved customer satisfaction and better internal support coordination.
- Improved ticket resolution efficiency by 40%.
- First-contact resolution improved, and escalations decreased.
- Customers experienced greater transparency through portal access.
- Managers received a unified view of service metrics.
- Data handling was secure and complied with US regulations.
Conclusion
Ambit’s tailored solution connected the company’s service capabilities with the needs of healthcare clients, providing seamless, compliant, and high-performance support experiences.