When a fast-growing Medicare benefits platform serving primarily seniors aged 65+ needed to clear a mounting backlog and scale its over-the-counter (OTC) ordering service, SupportNinja built the system and the operational foundation to deliver.

A High-Touch Service That Couldn’t Scale

Our client differentiates on member experience, particularly by helping senior members use their over-the-counter (OTC) credits or benefits. These credits help homebound members order essential products, but placing those orders requires manually calling each insurance provider. The process was slow, error-prone, and difficult to scale.

Our client had a growing backlog of unplaced orders and no scalable in-house solution. Members weren't seeing the value of their benefits, which undermined the brand promise. 

A Relationship Built On Results

What began as a capacity-driven engagement quickly became an opportunity to transform how the operation worked.

Within the first week: 

• 650+ OTC orders cleared in 5 days
• New service standard established: 6-12 hour turnaround (down from 4-5 days)

What began as an emergency backlog-clearing engagement grew into a long-term operational partnership touching the most sensitive parts of our client’s business. As the partnership expanded, the focus shifted from clearing volume to improving how orders were processed, communicated, and scaled.

Within months, SupportNinja:

• Took ownership of the member text messaging channel (2,000+ backlog)
• Reduced first reply times to less than 25 minutes (vs. 60-minute goal)
• Enabled order volume to scale from 9,000 to 18,000 quarterly

Our Approach: Process Redesign Over Headcount

SupportNinja didn't simply provide agents to fill seats; we redesigned the process from the ground up. The original SOP placed orders one at a time, requiring agents to reintroduce themselves to insurance providers on each call. We identified a simple but powerful change: batch orders by insurance vendors so that a single call could handle three or four orders before hanging up.

That process change, combined with intensive daily coaching and hands-on leadership, reduced average handle time by over 20% per order. Because we implemented these improvements within the live operation, we could test, refine, and scale changes without disrupting service.

The Results: Scalable Operations with Zero Escalation Risk

Within the first few months, the impact was immediate — and sustained as the program scaled. Improvements held as volume increased because the underlying system was redesigned to support growth.

Scaled Operations Without Breaking the System

Quarterly orders scaled from 9,000 to 18,000 as faster processing and responsive messaging drove higher member engagement — all without sacrificing speed or accuracy.

From Days to Hours in Order Fulfillment

Order turnaround times dropped from 4-5 days to just 6-12 hours, ensuring members received essential items when they needed them.

Zero Escalations Across 40,000+ Orders

Despite serving a predominantly senior population, the operation maintained a flawless escalation record — a critical indicator of both accuracy and trust.

More Capacity for High-Value Work

By reducing handle time and simplifying workflows, we freed up bandwidth to take on more complex, high-touch processes, without requiring significant headcount increases.

SupportNinja works within your day-to-day operations to uncover what’s creating friction, redesign processes, and continuously improve how your CX performs so you can scale without breaking the experience.

Ready to explore what CX transformation could look like for your organization? Let’s get started.