24/7 digital care without additional FTEs
30% client growth, 0 additional FTEs, 60% less administration.
The difference lies not in the technology itself, but in how you implement it. By starting small with one team and scaling only after proven results, we built buy-in across the entire organization.
What was missing
A growing healthcare organization was under pressure: client volume had risen 30% while no budget existed for additional FTEs. Phone-based contact was overwhelmed, particularly outside business hours. Administrative tasks were increasingly encroaching on direct care time.
- projected client growth
- 30%
- additional FTEs available
- 0
- digital channels outside business hours
- 0
How we solved it together.
24/7 client portals
Automated triage
Workflow automation
- reduction in administrative burden
- 60%
- digital accessibility
- 24/7
- client satisfaction with the portal
- 92%
The combination of digital portals and workflow automation resulted in dramatically reduced administration, 24/7 accessibility, and growth achieved without additional headcount. Clients rated the portal at an average satisfaction score of 92%.
- Organization
- Growing healthcare organization: 30% client growth projected, no additional FTE budget
- Implementation Period
- Phased: 1 pilot team first, then scaled organization-wide over 8 months
- Measurement Period
- 12 months post full deployment of portals and workflow automation
- Baseline
- Baseline measurement prior to implementation: administrative burden, out-of-hours availability, and client satisfaction
Figures have been confirmed by the client based on internal measurements; not independently audited. Results vary by organization and implementation context. This case has been anonymized at the client's request.
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