Self-Service That Really Serves

Support calls spiked every quarter – and our team was drowning.

Running a psychotherapeutic practice means juggling treatments, appointments, documentation and complex billing rules that change every three months. For users of HASOMED's Elefant software, staying on top of those updates was a constant challenge. Each quarterly software update triggered a wave of customer questions – not because the system was unclear, but because the regulatory landscape was.

HASOMED’s support team, while highly qualified, found itself overwhelmed during these cycles. Even experienced practitioners called frequently, unsure how to adapt to the latest changes. Support tickets flooded in. Calls spiked. And the stress was felt on both sides of the line – by therapists under pressure and by support agents racing to keep up. 

The leadership team at HASOMED knew something had to change. They needed a way to make knowledge more accessible, intuitive and always up to date – without requiring customers to pick up the phone. And whatever the solution, it had to fit seamlessly into their existing software environment, so therapists could get help without losing time or focus. 

Answers just one click away – in the same window.

Enter USU Knowledge Management. What started as an emergency support offer during the pandemic turned into a long-term strategic partnership. HASOMED adopted the solution first as a pilot for their Elefant software – with remarkable success.

Working closely with USU experts, they built a central, quality-assured knowledge base. The key innovation: a self-service widget embedded directly into the Elefant interface. With one click, therapists could access structured FAQs, step-by-step guides and context-aware content – all without leaving the software.

Internally, the system brought new efficiency too. Content could be created, reviewed and updated using intelligent workflows. Document comparisons made changes transparent. Alerts notified support staff of updates in real time. Suddenly, keeping content current wasn't a burden – it was built in.

The self-service wasn’t only for end users. HASOMED’s own staff began using the same database to answer calls and onboard new employees. Everyone relied on the same consistent, verified source of truth. The impact was immediate: fewer support calls, faster problem resolution and more time for truly complex questions. 

Now our customers and our team use the same knowledge – and it works.

Since introducing the USU-powered self-service into its Elefant software, HASOMED has transformed the way it supports customers. Psychotherapists no longer need to call for help with every update. Instead, they find the information themselves – clearly written, always current and tailored to their needs. 

For HASOMED, this meant more than fewer calls. It meant a shift in how service was delivered – from reactive to proactive. Support agents had time to focus on individual cases not repeat questions. New staff learned faster. And because everyone used the same tool, the risk of miscommunication dropped. 

Encouraged by the success, HASOMED rolled out the solution across its entire product portfolio. Now, the same self-service framework helps users of medical devices and software alike – in every interaction channel. 

The original goal was to survive a spike in calls during a health crisis. The result? A sustainable, scalable model for modern customer service – one that makes life easier for therapists, support teams and patients alike.