Fresenius, a leading global healthcare provider delivering critical patient services, partnered with Resonate to transform its legacy telephony and contact centre estate into a modern, cloud-based platform built on Microsoft Teams.
By unifying communication, contact centre, and automation, Resonate helped Fresenius turn fragmented systems into an intelligent patient communication platform — improving patient access, reducing operational cost, and enabling data-driven service performance across the UK, US, and Germany.
Challenges
Fresenius relied on a fragmented and expensive legacy telephony and contact centre estate supporting critical patient interactions.
Manual processes, including copying data between systems and managing callbacks, limited efficiency and increased operational risk. The absence of call recording, analytics, and CRM integration reduced visibility, making it difficult to monitor performance, support agents, or ensure compliance.
With patient-facing teams handling complex and time-sensitive scenarios, inconsistent call quality, limited reporting, and lack of real-time insight were directly impacting customer experience and operational outcomes.
Solution
Resonate led a phased transformation to Microsoft Teams Phone and a Teams-based contact centre, from Luware which was integrated with Salesforce to create a unified healthcare contact centre platform.
Automation and CRM integration eliminated manual processes, while secure recording for compliance and quality management was delivered for120 agents using Smarsh. Power BI analytics provided real-time insight across calls, agents, and performance.
Delivered as a global managed service, also encompassing the proactive remote management of 320 Microsoft Teams Rooms, the solution standardised telephony and contact centre operations while enabling automation, intelligent routing, and continuous optimisation.
Outcomes
The transformation delivered measurable improvements in performance, efficiency, and patient experience:
- 73% improvement in average wait time
- Nearly 20% improvement in call answer rate
- 5,000+ hours used more effectively through automation and process optimisation
- 100% call recording for compliance, quality assurance, and dispute resolution
- Real-time dashboards enabling supervisors to manage demand, introduce callbacks, and support agents live
- Full integration with CRM providing visibility, accuracy, and improved operational control
The solution enabled Fresenius to reduce cost, improve service delivery, and create a scalable, high-quality patient contact centre experience.
Resonate transformed a standard telephony migration into a strategic opportunity.
By combining deep expertise in voice, contact centre, and Power Platform, Resonate delivered an end-to-end solution that integrates communication, automation, and analytics.
Beyond implementation, Resonate continues to support Fresenius with a managed service and ongoing optimisation — enabling them to turn every interaction into insight, improve patient outcomes, and drive continuous, data-driven improvement across their global contact centre estate.