National Spine & Pain Centers (NSPC) stands as a testament to dedication and patient care excellence in the healthcare sector. With a sprawling network of over 120 locations, their commitment to patients is unwavering. However, beneath this success, NSPC grappled with operational inefficiencies, burdensome data management, and an outdated performance management system. The challenge of aligning their vast internal customer care operations with their outsourcer further compounded these issues. A comprehensive, transformative solution was imperative.