Daybreak – Scaling at-home sleep apnea patient support with AI & Agentforce

Company Size

51 - 200 emp

Industry

Medical Equipment Manufacturing

Headquarters

Los Angeles, CA

Daybreak, the fully at-home sleep apnea solution, leaned into innovation and collaborated with Sercante to implement AI and Agentforce solutions to scale their customer support team’s resources for addressing the increase in patient needs, while upholding exceptional service, without the need for mass expansion of headcount.

The
Challenge

Scaling service to match an increase in patient needs

Daybreak, offering the only fully at-home sleep apnea solution—from testing to treatment, manufactures FDA-cleared custom oral devices and uses their at-home process to help patients get them in a fraction of the time that it would normally take with other industry providers to help get them a Mandibular Advancement Device that helps open airways and treat sleep apnea.

The Daybreak at-home sleep apnea solution involves several customer touchpoints including when they receive a sleep test, receiving and sending the impression kit, and getting support on any questions they have once they receive the device.
To ensure patients receive the utmost support, the Daybreak team provides personalized attention and handles a majority of their customer inquiries through SMS.
As Daybreak experienced an increase in patient needs, they needed a way to continue to scale support, while providing exceptional and personalized customer service.

Therefore, Daybreak evaluated whether to move forward with mass hiring or implement a solution that can assist with the increased volume of customer support needed.

As the Daybreak team is always seeking to innovate and be at the forefront of emerging technology to better serve patients, they decided to explore what a technology solution would look like for their use case.

The Partnership

Leaning into AI with a team that gets the vision

The Daybreak team met with Sercante and explained their situation, what they were considering, and the goals they wanted to accomplish. Sercante listened to understand their objectives and recommended an AI and Agentforce implementation—a solution to help their current team scale with the increasing need while upholding Daybreak’s reputation for excellent service.

Client feedback

The
Solution

An Agentforce implementation for fast and personalized 1:1 customer support at scale

To address the increase in patient needs, Daybreak and Sercante collaborated to implement solutions that enabled the customer support team to be briefed on and respond to customer inquiries faster and more efficiently.

An internal Service Agent was set up to help the customer support team answer FAQs faster with content automatically generated from their knowledge base, while also providing a summary of the customer need.
To allow the customer support team to track feedback more effectively, Daybreak and Sercante worked together to build a custom feedback tracking system.

As the Daybreak customer support team handles a majority of their customer communication through SMS, they also worked with Sercante to scale this aspect of their support.

The two implemented an IK SMS Response tool that uses AI to generate a suggested text response for the customer support representative based on where the patient is in their journey. Creating a seamless experience for Daybreak customers to get personalized, 1:1 support.
To handle cases where email communications are involved, Daybreak and Sercante configured Einstein Service Email Replies that use their knowledge base to generate an email response, so that Daybreak customers can receive responses faster.

To help Daybreak continue to scale in the future, Sercante provided a framework for an External Service Agent to help with case deflection, ensuring that customer support is empowered to focus on providing the utmost service to every pressing need of their patients.

The Result

Innovation that scales exceptional customer support for elevated patient service

Due to Daybreak’s commitment to excellent service and mindset for innovative adoption, the team now has a solution in place that enables their customer support team to scale and provide exceptional patient service as needs increase, without needing to extend resources for mass hiring—through AI.

Ensuring that patients choosing Daybreak receive seamless, personalized, and timely service at every step of their journey from good sleep to great mornings.