Unified knowledge base, single-interface ticketing, and modular agent training cut average handle time 44% and raised SLA adherence from 74% to 96% after a two-company merger
LEXINGTON, Ky., Nov 12, 2026, Evertise AI PR, Helpware, a global AI-enabled business process management company, today released results from its support consolidation work for an employer health platform formed through a late-2023 merger. Helpware rebuilt the combined company’s Tier 1 and Tier 2 operations through help desk outsourcing, and within 90 days first contact resolution rose from 61% to 81% while customer satisfaction climbed from 78% to 91%.
The client, which Helpware is not naming, joined a digital-first wellbeing and health navigation provider with a benefits administration and analytics firm. The merged company serves more than 20 million members.
Two support operations, one member base
After the merger, agents worked across two sets of systems that didn’t talk to each other. Tickets got lost in handoffs between the legacy platforms. Each side kept its own SLAs and escalation paths, and the two knowledge bases contradicted each other. New agents needed a full month to ramp, and redundant tools added steps to every case. Members waited longer for answers, and internal teams grew frustrated with unclear protocols.
How Helpware unified support
Helpware staffed 30 Tier 1 agents in the Philippines for member-facing (B2C) support and 20 Tier 2 agents in the US for employer and partner (B2B) cases. Operations launched in early 2024. The team made three changes:
- One knowledge source: Helpware audited both knowledge bases, built a shared taxonomy by product and issue type, and merged both teams’ standard operating procedures into a single Confluence space. Agents also got “bridge” articles for exceptions that cross the two legacy workflows.
- One ticketing interface: Zendesk with custom middleware let agents work tickets from both legacy systems in one place. The middleware routes each ticket to Salesforce or the client’s proprietary CRM by issue type, and Microsoft Power BI dashboards track performance in real time.
- One training path, built in modules: Agents completed tracks on compliance workflows from the benefits platform, consumer digital health flows, and a unified track for cross-product resolution and escalation.
Results after 90 days
| Metric | Before | After | Change |
| First contact resolution | 61% | 81% | +33% |
| Average handle time | 12.7 min | 7.1 min | -44% |
| Agent ramp time | 30 days | ~17 days | -43% |
| Customer satisfaction | 78% | 91% | +17% |
| SLA adherence | 74% | 96% | +22 pts |
Members now get their issue resolved on the first contact four times out of five. Agents close the average case in just over seven minutes, and new hires reach full productivity in about two and a half weeks instead of a month.
Partnership expands to payments and a new region
After seeing the results, the client expanded the engagement. Helpware now also runs payment screening from the Philippines and customer support from Ukraine.
About Helpware
Founded in 2015 and headquartered in Lexington, Kentucky, Helpware is an AI-enabled business process management company with four divisions: Helpware CX, Helpware AI, Helpware Tech, and Helpware Media. Its 4,000+ team members work from 19 locations in 11 countries across four continents and support customers in 45+ languages. Helpware holds SOC 2 Type II, ISO 27001, and ISO 9001 certifications, runs HIPAA- and GDPR-compliant programs, and reports 90% CSAT with a five-year average client partnership. Learn more at www.helpware.com.
Media contact
Email: hello@helpware.com
Phone: +1(949)273-2824
