The Customer: TeleClinic
TeleClinic is a German market leader in telemedicine that launched in 2016: Its platform matches patients and doctors for online consultations via a mobile app.
TeleClinic operates within a regulated and changing landscape: Until 2016, telemedicine was covered by private insurance only in Germany.
When the law extended coverage to everyone, there was a dramatic surge in demand: nearly +500% in 2020.
That same year, the pandemic induced a steep spike in customer service requests, making it even more crucial for customer service to assist patients and doctors quickly and reliably.
The collision of these two circumstances meant it was the right time for TeleClinic to adopt automation. TeleClinic already offered 24/7 customer service, but it was entirely handled by live agents.
While the team was growing rapidly, it became clear that they needed a tool to address customer queries in an empathetic and efficient way.
That’s why their operations leadership decided to partner up with Ultimate to build it.