Our client is a 70-year-old healthcare receivables management company with over 700 employees, three locations, and a nationwide client base. They partner with healthcare providers to provide self-pay receivables management services all while ensuring patients have a positive healthcare experience.
Industry: Healthcare receivables management
Size: 700+ employees across three locations
Need: Modernize contact center operations and improve performance
Constraint: Legacy technology, downtime, margin pressure, and complex backend dependencies
Bluewave Role: Assess requirements, align stakeholders, evaluate providers, and guide commercial strategy and migration planning
The client’s legacy on-premises contact center platform had become a barrier to performance. Reliability issues and downtime affected operations, while the inflexible technology stack made it difficult to support changing business needs. At the same time, the organization needed to preserve critical backend elements during the transition, improve visibility into operations, and find ways to increase revenue while reducing operating costs in a margin-sensitive market.
Bluewave launched a comprehensive CX Assessment to define business requirements, identify operational gaps, and build alignment across the organization. Through stakeholder interviews with 13 key project participants and analysis of current KPIs, Bluewave developed a clear picture of the client’s technical needs, workflow requirements, and strategic priorities.
The assessment focused on four objectives:
The analysis showed that the organization needed stronger reliability, better visibility into agent performance and voice-of-customer trends, improved self-service, more advanced analytics, and better agent-assist capabilities.
Bluewave then evaluated multiple provider options and recommended a fully integrated cloud contact center and analytics stack designed to improve performance, reduce downtime, and support future growth.
“Bluewave’s guidance was invaluable in helping us make a pivotal decision for our business. They pushed us to challenge our assumptions and consider all our options, even the ones outside of our comfort zone. Thanks to their expertise and CX Assessment we were able to upgrade to a cloud CCaaS and analytics platform that has improved our customer experience to better serve our clients. We were able to expand our tech stack, invest in self-service operations, and minimize risks and costs, while working in coordination with us to drive the providers to their best commercial offers. Choosing Bluewave was the best decision we could have made for our business.” – CIO
By modernizing to a cloud-based contact center (CCaaS) and analytics platform, the client improved revenue performance, expanded self-service availability, and increased operational efficiency without adding staff. The new environment gave the organization a stronger foundation for visibility, automation, and long-term growth.
98% increase in revenue collection compared to the previous platform
Equivalent productivity of 7 FTEs by extending availability through the new self-service platform into nights and weekends without adding any FTE staff
300% increase in revenue on bad debt collections compared to the previous
Bluewave helps organizations assess current CX operations, compare provider options, and implement best-fit contact center solutions with greater confidence and better commercial outcomes.
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