Healthcare · United States

The challenge

The company's European customers are healthcare providers, and each asked in procurement where support sits and who touches their data. US-based support meant health-data transfer that some customers rejected, and deals were lost at the security review stage.

What we did

We built a dedicated European support team in Warszawa in English, German, French and Polish, with EEA processing and a data protection impact assessment ready to hand to a hospital during procurement. Clinical safety boundaries were built into escalation.

Results

• First response time from next business day to under 40 minutes
• Data residency stopped being a blocking objection in procurement
• A clear rise in satisfaction in German-speaking markets
• Cost per contact well below the US baseline

Why it worked

The company thought it had a support problem; it had a procurement problem that support was causing.