Building the operating foundation for a new telehealth customer experience

The situation

Understanding the whole journey

An emerging telehealth brand needed to bring customer support in-house and prepare its systems for growth. The company had technology and vendor relationships in place, but the customer-experience operating model required clearer ownership, standards, workflows, and safeguards.

Beneath the surface

The operational challenge

The company needed a connected model for service, ownership, AI, human review, medical routing, quality, and compliance-conscious internal communication before growth magnified the gaps.

The work

From diagnosis to working systems

Rosanna assessed the current experience, identified service and website discrepancies, clarified AI and human responsibilities, and designed the requirements for a connected support operation.

Systems + deliverables

What was created

• Customer-experience brand voice and service methodology
• Conversation-first support-platform configuration plan
• Priority, routing, assignment, SLA, escalation, and CSAT requirements
• AI-versus-human responsibility and handoff model
• Master conversation and customer-service workflow inventory
• Required SOP and policy inventory
• HIPAA-conscious practices for internal communication
• AI knowledge and build requirements
• Launch risks, discrepancies, and implementation recommendations

What changed

A clearer operating system

The company gained a clearer blueprint for how technology, AI, vendors, and people should work together—before customer volume turned unresolved questions into larger operational failures.