Otonomee achieved a 72% improvement in resolution days for this global Healthtech company

The Challenge: exponential growth but support not matching the brand

As the company experienced rapid global growth, its customer base expanded faster than its internal support could keep up. With no dedicated customer experience (CX) function in place, response times lagged and satisfaction scores dipped — leading to frustration and negative reviews at a crucial stage of expansion. The business needed an expert partner to help build a scalable CX operation that could grow with its success.

The Solution : Choosing a flexible BPO partner to scale with

Otonomee partnered with the company to design and launch a high-performing customer experience team from the ground up. In the lead-up to a major product launch, we rapidly built and trained a CX function ready to handle surging support volumes — complete with the right processes, people, and technology. The result: a seamless, customer-first operation that delivered faster resolutions, higher satisfaction, and a foundation for continued growth.

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