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Helix Health·Healthcare Technology

24/7 white-label support that reduced ticket resolution time by 73%.

An overwhelmed in-house support team replaced by a 24/7 white-label pod operating under the client's brand, with AI-assisted response and guaranteed SLAs.

Helix Health — 24/7 white-label support that reduced ticket resolution time by 73%.

Starting Point

Where it began

A 5-engineer support team serving 400+ clinics, with average first-response times of 9 hours during business hours and 26 hours overnight.

The Challenge

What was in the way

Clinics were abandoning the platform after repeated delays, and hiring more engineers took 14+ weeks per role with high attrition. Support quality was costing the business in churn.

Our Approach

The strategy

  • Audit ticket volume, categories, and peak hours.
  • Stand up a white-label 24/7 support pod.
  • Build an AI-assisted knowledge base for rapid resolution.
  • Automate escalation to clinical workflow teams.
  • Enforce SLAs with guaranteed response times.
  • Report resolution and satisfaction continuously.

The Solution

What we built

We deployed a white-label support pod of 12 engineers operating 24/7 under the Helix Health brand, handling tier-1 and tier-2 support with automated escalation and an AI-assisted knowledge base.

Technology

The stack

Helpdesk PlatformAI-Assisted ResponsesKnowledge BaseSLA Automation

Customer Experience

What changed for the customer

Clinics received fast, consistent, branded support at every hour. The platform's reputation recovered as resolution times dropped and questions stopped going unanswered overnight.

The Journey

How the transformation unfolded

  1. 01

    Overwhelmed In-House Team

  2. 02

    24/7 White-Label Pod

  3. 03

    AI-Assisted Resolution

  4. 04

    Automated Escalation

  5. 05

    Guaranteed SLAs

  6. 06

    Recovered Trust

Outcomes

Where it landed

9hr → 4min

First response time

-73%

Ticket resolution

94%

Customer satisfaction

$2.4M

Annual churn prevented

24/7/365

Support coverage

14wk → 2wk

Team ramp time

Services Involved

IT Staff AugmentationWhite-Label Support

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