Customer case
Transforming Healthcare Customer Support with Amazon Connect: From Legacy Infrastructure to AI-Driven Excellence
The Challenge
The customer required a complete transformation of their customer support infrastructure to support rapid European expansion while maintaining the high service standards expected in healthcare environments. Their previous legacy on-premises contact center created multiple critical business constraints that threatened long-term competitiveness.
The company faced escalating challenges in managing customer support for medical equipment across diverse European markets. Their outdated system created significant operational bottlenecks:
Technical Infrastructure Limitations:
- Legacy on-premises system requiring €8,000 monthly operational costs with limited scalability
- Manual equipment activation processes taking 3-5 minutes per device, creating customer frustration
- Inability to integrate with modern CRM and equipment management systems, forcing agents to use multiple disconnected applications
- No intelligent call routing, resulting in multiple transfers and extended resolution times
- Limited analytics capabilities preventing data-driven optimization and compliance reporting
Regulatory and Compliance Pressures:
- Insufficient audit trail capabilities for healthcare regulatory requirements
- Data residency challenges across different European jurisdictions
- Manual compliance reporting consuming significant administrative resources
- Inability to demonstrate service quality metrics to healthcare customers
Strategic Business Constraints:
- Market expansion requiring 6-9 months and substantial upfront infrastructure investment
- Inability to scale support operations during peak healthcare equipment deployment periods
- Limited multilingual support capabilities hindering European growth
- No real-time visibility into customer satisfaction or operational performance
- Competitive disadvantage as digitally-native competitors entered the market with superior service capabilities
As healthcare digitization accelerated and customer expectations evolved, these limitations became increasingly problematic. Healthcare facilities demanded 24/7 availability, immediate technical expertise, and seamless integration with their own digital systems – capabilities the legacy infrastructure simply couldn’t provide.
Why Elastic Move
We were selected for our proven expertise in Amazon Connect implementations specifically within healthcare and regulated industries, combined with our leadership in applying AI and automation to complex customer service challenges. As an AWS Advanced Consulting Partner with specialized healthcare competencies, we understand the unique requirements of medical device manufacturers operating in highly regulated European markets.
Our team brings deep knowledge of healthcare compliance requirements including GDPR, Medical Device Regulation (MDR), and various national healthcare standards. This regulatory expertise, combined with our technical capabilities in Amazon Connect and serverless architectures, enables us to deliver solutions that meet both business objectives and compliance requirements without compromise.
- 15+ years of experience of AWS
- Certified Amazon Connect experts
- Amazon Connect Delivery Partner
Solution
We designed and implemented a comprehensive cloud-native customer support platform that transforms traditional healthcare support operations through intelligent automation and seamless integration.
Core Amazon Connect Architecture: Our multi-region Amazon Connect deployment provides intelligent failover capabilities with advanced contact flow design that leverages AI-driven routing based on customer profiles, equipment types, and agent expertise. The platform supports multiple languages through automatic detection and appropriate agent routing, while maintaining secure API connections with existing enterprise systems to ensure seamless data flow and operational continuity.
Serverless Automation and Intelligence: The solution utilizes AWS Lambda functions to process customer interactions in real-time and execute complex business logic, while Amazon Lex provides natural language understanding and initial customer intent recognition. Custom serverless components integrate seamlessly with CRM systems, equipment databases, and compliance platforms, enabling automated equipment activation workflows that validate serial numbers and configure devices without requiring human intervention.
Enterprise Integration and Data Management: Secure API integrations connect with existing CRM and equipment management platforms, while Amazon S3 provides compliant storage for customer interactions and equipment documentation. Real-time data synchronization ensures agents have immediate access to complete customer profiles, with automated compliance logging meeting stringent healthcare regulatory requirements throughout all interactions.
Analytics and Monitoring: Amazon CloudWatch delivers comprehensive system monitoring and performance analytics, while Amazon QuickSight dashboards provide real-time visibility into support operations. Custom analytics track customer satisfaction, agent performance, and key business metrics, with predictive insights enabling proactive customer outreach and preventive maintenance scheduling to improve overall service quality.
High Availability and Security: The multi-AZ deployment ensures 99.9% availability for critical healthcare support operations, with cross-region disaster recovery and automated failover procedures. End-to-end encryption protects all customer data and interactions, while comprehensive audit trails meet healthcare industry compliance requirements and provide complete operational transparency.
The solution automatically reduces wait times and eliminates manual data entry errors while providing healthcare customers with immediate access to technical expertise. Advanced routing algorithms ensure routine equipment activations are handled through automated processes, while complex technical issues are immediately connected to appropriate specialists, creating an optimal balance between efficiency and personalized support.
Result
Quantifiable Business Impact: The solution delivered exceptional financial returns with a 61% reduction in operational costs from €8,000 to €3,100 monthly, achieving 280% ROI within 18 months of implementation. Equipment activation times improved by 45%, decreasing from over 3 minutes to under 1 minute average, while maintaining a 94% automation rate for standard customer requests and equipment activations. The platform ensures 99.9% system availability, providing reliable healthcare customer support without interruption.
Customer Experience Transformation: Healthcare facility customers experienced significant satisfaction improvements with NPS scores rising from +32 to +65 following implementation. Intelligent routing eliminated call transfers for 85% of customer interactions, while 24/7 multilingual support enabled successful expansion across European markets. Customers and agents now have access to real-time equipment status information, with proactive support capabilities delivered through predictive analytics and automated outreach programs.
Operational Excellence: The scalable architecture seamlessly supported growth from 10 to 127 concurrent agents without requiring infrastructure changes, while enabling rapid market expansion that reduced new country activation timelines from months to days. The platform maintains comprehensive compliance with European healthcare regulations including GDPR and MDR, while data-driven optimization through real-time analytics and performance monitoring enhances agent productivity through unified customer information and automated workflows.
The Benefits
Strategic Business Advantages:
- Scalability: Cloud-native architecture enables unlimited growth without infrastructure constraints
- Agility: Rapid market expansion capabilities supporting aggressive European growth plans
- Cost Efficiency: Dramatic operational cost reduction while improving service quality
- Competitive Differentiation: Superior customer support capabilities creating market advantages
Operational Excellence:
- Automation: Intelligent workflows eliminating manual processes and reducing error rates
- Integration: Seamless connectivity with existing enterprise systems and databases
- Reliability: Enterprise-grade availability and disaster recovery for critical healthcare support
- Compliance: Comprehensive regulatory adherence with automated audit trails and reporting
Customer Experience Innovation:
- AI-Powered Intelligence: Advanced routing and automation providing immediate, accurate responses
- Multilingual Support: Native language capabilities across all European markets
- 24/7 Availability: Round-the-clock support for critical healthcare equipment
- Proactive Service: Predictive analytics enabling preventive maintenance and customer outreach
This solution demonstrates how Amazon Connect and comprehensive AWS cloud services can transform traditional healthcare customer support operations, delivering immediate cost savings while creating sustainable competitive advantages that drive long-term business growth and customer satisfaction.