Customer story

LKN Strategies Cut Call Abandonment by 40% and Boosted Agent Efficiency

LKN Strategies Inc., a leading healthcare consulting firm in the U.S., supports providers, payers, and insurers with compliance and operations. As a BPO partner, they manage high call volumes across remote teams — but their outdated phone system made that difficult.

Switching to CloudTalk brought the scalability and efficiency they needed. We spoke with Ronald Beto and Nathaniel Nuqui to learn how this change streamlined their communication and improved client service.

What did LKN Strategies Inc. achieve with CloudTalk?

30% increase

in agent utilization

20% increase

in first-call resolution (FCR)

40% reduction

in call abandonment rate

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About LKN Strategies Inc.

For over 20 years, LKN Strategies Inc. has been a trusted name in healthcare consulting. They help providers, payers, and insurance firms navigate compliance, revenue cycle management, and home health operations. But as they grew, so did their biggest challenge: keeping up with call volume while maintaining high service standards.

A System That Couldn’t Keep Up

Before CloudTalk, LKN Strategies relied on an outdated phone system that slowed them down. Calls were logged manually, and support teams juggled multiple tools to track client interactions. As the company grew, inefficiencies piled up, making it harder to provide seamless service. We spoke with Ronald Beto, IT Manager and Nathaniel Nuqui, IT Support Specialist at LKN Strategies Inc to learn about their journey.

At LKN Strategies Inc., our IT Support team ensures seamless communication by managing our communication infrastructure. We optimize call routing, analytics, and CRM integrations, helping our BPO clients stay connected while ensuring security, efficiency, and growth. Our old system made simple tasks harder than they needed to be. We’d spend too much time juggling different tools instead of focusing on clients.

Nathaniel Nuqui, IT Support Specalist at LKN Strategies Inc

As a business process outsourcing (BPO) provider for healthcare, LKN needed a system that could scale, integrate smoothly, and comply with industry regulations. Instead, they were stuck with bottlenecks that stifled growth and frustrated customers.

Before adopting CloudTalk, our team relied on more traditional methods to manage communication for our clients, such as manual call logging, basic telephony systems, or ad hoc solutions that lacked scalability and advanced features. These methods often required significant manual effort to track call data, manage client communication efficiently, and integrate with other tools. We’d get complaints about calls going unanswered or bouncing between teams. That’s not the kind of service we wanted to provide.

Nathaniel Nuqui, IT Support Specalist at LKN Strategies Inc

The Search for a Solution

Recognizing the urgent need for change, the IT team began evaluating several VoIP solutions. They considered providers like RingCentral, 8×8, and Vonage Business, but each came with its own drawbacks.

We evaluated multiple providers. Some had great features but were overly complex; others lacked the integrations we needed. We needed something that fit our business, not something that would require a complete overhaul of our existing workflows.

Ronald Beto, IT Manager at LKN Strategies Inc

When CloudTalk entered the picture, it quickly stood out.

CloudTalk checked all the boxes. It was easy to set up, integrated seamlessly with our CRM, and offered advanced features like automated call routing, real-time reporting, and analytics. It gave us the flexibility to scale, kept our data secure, and offered great value without unnecessary complexity. It just made sense for our business.

Ronald Beto, IT Manager at LKN Strategies Inc

With real-time analytics, a CRM integration, and an intuitive interface, CloudTalk provided the flexibility LKN needed to streamline communication without unnecessary complications.

The first time we tested CloudTalk, we realized how much time we had been wasting on manual processes. Everything just worked.

Nathaniel Nuqui, IT Support Specalist at LKN Strategies Inc

The Shift to Smarter Communication

Rolling out CloudTalk was a turning point for LKN Strategies. The transition was smooth, and within weeks, 40 agents spanning support staff and authorization teams were fully using the system.

The onboarding process was easier than we expected. We didn’t experience the typical growing pains that come with switching platforms.

Nathaniel Nuqui, IT Support Specalist at LKN Strategies Inc

CloudTalk is now a key tool across multiple teams at LKN Strategies, making customer communication and daily operations much easier.

We use CloudTalk across sales, support, and operations to keep everything running smoothly. Our support team relies on automated call routing to quickly connect clients with the right agents, reducing wait times and improving the customer experience. Our sales team uses it for outbound calls and follow-ups, with CRM integrations helping us keep track of every customer interaction. Recently, we started using multi-channel communication, and it’s been a great addition, allowing us to handle both calls and SMS from one platform, making client interactions even more efficient. From an operations and supervisor perspective, the reporting tools give us clear insights into team performance and areas for improvement, helping us fine-tune workflows and set better goals.

Nathaniel Nuqui, IT Support Specalist at LKN Strategies Inc

Because CloudTalk is cloud-based, remote team members stay connected no matter where they are, keeping service levels high. It also ensures compliance with strict healthcare regulations, with secure call recording and data protection features built-in.

Knowing that our calls were encrypted and met HIPAA standards gave us peace of mind. It was a non-negotiable for us, and CloudTalk delivered.

Nathaniel Nuqui, IT Support Specalist at LKN Strategies Inc

By integrating CloudTalk with their CRM and improving call workflows, LKN Strategies scaled their operations while maintaining great service.

Instead of switching between systems, now everything is in one place. Calls, client history, follow-ups. It just made everything simpler.

Nathaniel Nuqui, IT Support Specalist at LKN Strategies Inc

The Results: Efficiency, Growth, and Happier Clients

The impact of CloudTalk was felt almost immediately. With CloudTalk’s automated call routing, agents could now handle inquiries efficiently, ensuring that clients reached the right department without delays.

We immediately saw an improvement in how quickly we connected clients with the right people. That alone made a huge difference. Call handling time dropped, and our agents were able to take on more without feeling overwhelmed. Productivity shot up: agent utilization increased by 30%, and our first-call resolution (FCR) improved by 20%. Instead of getting stuck in admin work, our team could focus on what really mattered: our clients.

Nathaniel Nuqui, IT Support Specalist at LKN Strategies Inc

One of the most significant improvements was the reduction in the call abandonment rate.

With CloudTalk’s automated call routing and real-time analytics, we reduced client wait times and improved call efficiency. As a result, our Call Abandonment Rate dropped by 40%, ensuring that customers are connected with the right team members more quickly.

Nathaniel Nuqui, IT Support Specalist at LKN Strategies Inc

Furthermore, by eliminating outdated systems and maintenance fees, LKN could enjoy affordable telephony costs while gaining access to more advanced features.

With the rising costs of maintaining outdated communication systems, we needed a cost-effective solution to reduce expenses on hardware, maintenance, and operational overhead. CloudTalk’s cloud-based platform provided an affordable alternative to traditional telephony. We saved money while improving service – that’s a win-win.

Nathaniel Nuqui, IT Support Specalist at LKN Strategies Inc

Future Plans

Looking ahead, LKN Strategies plans to expand its use of CloudTalk. “Right now, we’re primarily using it for support and client interactions, but we see potential for sales and other teams,” Beto said. They are also exploring additional automation features to further improve efficiency.

Advice for Other Companies

Reflecting on their journey, Beto had some advice for other companies evaluating VoIP solutions.

Make sure it integrates with your existing tools, and don’t overcomplicate things. The best solution is the one that makes your work easier, not harder.

Nathaniel Nuqui, IT Support Specalist at LKN Strategies Inc

He also emphasizes the importance of scalability.

Your needs today might not be the same in a year. Pick a system that can grow with you. CloudTalk gave us the flexibility we needed without forcing us into an expensive or overly complex setup.

Nathaniel Nuqui, IT Support Specalist at LKN Strategies Inc