Case Studies
Proof from the contact centers we run.
Three long-running programs in healthcare and public-sector transportation. Each study shows the operational problem the client brought us, what Lighthouse put in place, and what the partnership has produced since.
What each study covers
Written for the person who has to decide.
Every study follows the same structure so you can compare it with your own operation in a few minutes.
The challenge
The volume, staffing or coordination problem the client needed solved.
What Lighthouse did
Services, systems and the way our team integrated with the client’s workflows.
What it produced
Program growth and operating results, with the context behind each figure.
Three partnerships
Healthcare systems and a state tollway, supported for more than a decade.
Outbound enrollment trials that grew into a full customer service contract
Advocate’s Healthy Living wellness incentive program outgrew in-house support as it expanded. Lighthouse ran the outbound campaigns, then took on coaching calls, screening coordination, completion verification and troubleshooting as the program scaled into new markets.
A Lighthouse partnership of more than a decade
Patient access support that grew from 2 clinics to more than 85
UI Health needed non-clinical tasks off its clinic teams. Lighthouse integrated with Epic and now handles scheduling, registration, insurance verification, helpdesk requests and after-hours messaging across the system, in English and Spanish.
Supporting UI Health since August 2014
Scalable, bilingual customer service for a growing tollway system
The Illinois Tollway needed a partner that could scale staffing with rising call volume and seasonal spikes, from I-PASS account inquiries to violation notices and payments, while meeting its inclusive-hiring goals.
Supporting Illinois Tollway since October 2012
Your operation
Tell us what your contact center is up against.
Tell us about your volumes, systems and staffing needs. We will compare them with the programs above and say plainly whether Lighthouse is a fit.