Written by:
Building a High-Level Customer Service Team for a Healthcare Company
Alisa Roskovshenko
Head of Operations Department
Case Study
“Pexly enabled us to scale our operations quickly and cost-effectively across multiple markets without compromising quality. Their ability to ramp up teams, maintain strong performance standards, and adapt to our evolving needs has been key to supporting our growth.”
Healthcare Company Bio:
Our client is a fast-growing European health-tech company specializing in advanced orthodontic treatments using clear aligners.
Industry: Healthcare
HQ: Barcelona, Spain
Size: 1000-5000 employees
Challenge:
Pexly was engaged by a healthcare company to support rapid expansion of their customer-facing operations while maintaining cost-efficiency and speed. This required building and managing multilingual support teams covering German, Dutch, and US English markets, while aligning with the client’s standards and workflows across different regions.
The Outcome:
Pexly successfully scaled and now manages large, high-performing multilingual teams for the company across German, Dutch, and US English markets. Pexly demonstrates strong scalability by sourcing and hiring up to 10 agents within 2 weeks and fully training them internally within just 1 week.
The teams handle a wide range of operations, including customer support, pre-sales, and debt collection. Customer support agents efficiently manage inbound calls, chats and emails, as well as outbound activities such as appointment rescheduling, follow-ups, and customer feedback. Pre-sales teams maintain high productivity, reaching up to 120 calls per day, covering lead conversion, appointment scheduling, reminders, and follow-ups via calls, email, and WhatsApp.
Pexly ensures consistent performance through structured quality control, with weekly reviews of calls, emails, and chats, maintaining QA scores of 82%+ alongside strong volume achievement. A key success factor is the ability to combine speed, flexibility, and operational control – rapidly scaling teams while maintaining quality, efficiency, and alignment with the client’s evolving needs.
Numbers:
8-15 tickets/hour Productivity; 85% Quality; 90% Utilization.
