Helpware Triples UK Medical Device Maker's Support Team and Meets All Six Service Targets
Nov 10, 2026
Helpware tripled its HIPAA-trained support team for a UK medical equipment manufacturer in one year, achieving a 99.5% order accuracy rate, 100% case completion, and exceeding all Q1 2025 service targets.
New York City, New York Nov 10, 2026 (Issuewire.com) - A HIPAA-trained team that started with 15 people grew to 45 full-time employees in one year, holding average handle time at 4.63 minutes and order accuracy at 99.5 percent.
Helpware, a business process management company that pairs trained support teams with AI-powered technology, today released results from its partnership with a UK-based medical equipment manufacturer. The Helpware team launched with 15 people in March 2024, grew to 45 full-time employees by March 2025, and met or beat all six service targets the client set for Q1 2025.
The client makes equipment for digestive health, pain management, and infection prevention, and it serves healthcare providers and patients in a tightly regulated market. Before the partnership, its internal team was stretched thin. High-touch workflows drove up handling times, and each interaction carried a risk of delay or error. The company needed faster, more accurate, compliant support without adding work for its own staff.
A multi-tier team built around compliance
Helpware staffed the account from its Philippines operations across three service areas: a back-office data entry team and two tiers of voice customer service representatives (CSRs). The CSRs handle patient and provider inquiries by phone. The data specialists own order accuracy and timely case completion. Helpware trained the agents on HIPAA and other regulatory frameworks and aligned the team with the client's own compliance and quality standards.
Q1 2025 results against client targets
- Average handle time: 4.63 minutes (target: under 5 minutes)
- Average hold time: 17.33 seconds (target: under 30 seconds)
- Abandoned calls: 13.67 (target: under 33)
- Voice of customer score: 4.14 out of 5 (target: above 4.0)
- Order quality and accuracy: 99.5 percent (target: 99.5 percent)
- Case completion: 100 percent (target: 100 percent)
From three service areas to nine
The client expanded the engagement as the numbers held. By March 2025, the Helpware team had tripled in size, a 200 percent increase in headcount, and covered nine service areas: chargeback analysis, customer service data entry, general data entry, Tier 1 and Tier 2 customer service, junior and senior patient care coordination, subject matter expertise, and technical support.
Readers can find the KPI breakdown and team structure in the full healthcare case study on the Helpware website.
About Helpware
Founded in 2015, Helpware is a business process management (BPM) company with more than 4,000 team members across 19 locations on four continents, supporting clients in 45+ languages. Its four divisions, Helpware CX, Helpware AI, Helpware Tech, and Helpware Media, deliver customer experience operations, AI solutions, custom software development, and growth marketing. Helpware provides healthcare customer service, technical support, and back-office operations for telehealth, SaaS, ecommerce, and fintech companies, and it holds SOC 2 Type II, ISO 27001, and ISO 9001 certifications, along with HIPAA and GDPR compliance. Learn more at www.helpware.com.
Media contact
Helpware
110 W Vine St, Lexington, KY 40507, USA
Email: [email protected]
Phone: +1 (949) 273-2824
Website: www.helpware.com
Source :www.helpware.com
This article was originally published by IssueWire. Read the original article here.
More News
One year of Delhi Red Fort blast: Victims struggle to cope with trauma, traders recall the horrific day
One year ago, a devastating blast outside the Red Fort in Delhi resulted in numerous casualties and injuries. Families continue to mourn the loss of loved ones, struggling with emotional and financial difficulties. Survivors like Ankur face life-altering consequences from the incident, impacting their everyday lives. Local traders have reported decreased business and ongoing fears related to security after the blast.
Congress questions Rijiju's 'silence' on proposed Siang dam, slams Gao for supporting project
Congress criticized Union minister Kiren Rijiju for remaining silent on the Siang Upper Multipurpose Project issues. The project has caused anxiety among the indigenous Adi community regarding displacement and environmental concerns. BJP MP Tapir Gao's support for the dam is questioned as it overlooks local grievances. Congress demands Rijiju clarify his stance and ensure public consultation before moving forward.
Kiss your wife goodnight: Donald Trump says he threatened to arrest unnamed top AI executive
US President Donald Trump revealed he issued a serious threat to an unnamed AI executive regarding security issues. After receiving intelligence about risk from an AI firm, he intervened directly with a warning of imminent arrest. Trump emphasized the need for American technological dominance in the face of competition from China and expressed a willingness to work with Democrats on regulations.
How China gets the Nvidia chips it needs to develop AI
Nvidia's dominance in the global AI chip market has come under scrutiny as US export restrictions fail to fully prevent China from accessing advanced processors. Chinese firms are reportedly obtaining Nvidia chips through smuggling and overseas data centres, while domestic players such as Huawei race to develop competitive alternatives.
Delhi pollution: Supreme Court flags rising vehicle emissions, seeks crackdown plan from 4 states
The Supreme Court has flagged rising vehicular emissions as an urgent concern in the Delhi-NCR pollution crisis, seeking action plans from Delhi, Uttar Pradesh, Haryana and Rajasthan. It has sought details of enforcement against over-age and non-compliant vehicles, inter-state coordination and a time-bound roadmap to strengthen emission checks.
Allegation of harassment to woman Collector: TN Minister promises probe against TVK MLA
Chennai Tamil Nadu School Education Minister Rajmohan promised a thorough inquiry into allegations against MLA Arul Vignesh. Reports claimed Vignesh sent inappropriate text messages to District Collector J E Padmaja. Minister Rajmohan emphasised a zero-tolerance policy regarding harassment across political affiliations. DMK MP Kanimozhi alleged that Vignesh harassed the collector, which prompted this inquiry. Vignesh has denied the accusations as baseless and claims they are part of misinformation.
India’s product landscape is changing: Which products are setting the benchmark across technology, finance, and consumer markets?
The ET Product of the Year Awards 2026 showcase India's rapidly growing product ecosystem by honoring groundbreaking innovations across diverse sectors such as enterprise technology, financial services, and consumer markets. These awards place emphasis on products that have made a significant market impact, gained customer adoption, and demonstrated exceptional innovation, motivating companies to present their tangible successes and contributions to the industry.
YOUR NEWS, OUR NETWORK.
Do you have Great News you want to tell the world?
Be it updates about your business or your community, you can make sure that it’s heard by submitting your story to our network reaching hundreds of news sites across 6 verticals.