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Belgium 20-10-2026 Squad Only Virtual English

Deciding What Runs Where: Cloud, Edge, On-Prem, or Hybrid; How to place workloads based on performance, cost, sovereignty, resilience, and AI requirements.

Cloud decisions are becoming more selective. The challenge is deciding where each workload should run based on cost, performance, control, resilience, sovereignty, and business need. Three pressure points usually drive the decision. - Cost visibility becomes harder when usage grows across cloud services, data platforms, and AI workloads. - Performance and latency matter more when systems need fast access to data or support operational processes. - Sovereignty and resilience become critical when data location, continuity, vendor dependency, and exit options enter the discussion. The working question is simple: how do we place workloads where they create the most value while keeping the hybrid landscape manageable? If these trade-offs are on your agenda, let’s compare how others are handling similar choices.

Belgium 10-11-2026 Squad Only Virtual English

Choosing the Right Data Platform Without Creating New Silos; How to balance speed, flexibility, semantics, governance, and long-term maintainability.

Data platforms are meant to simplify access and support better use of data. The challenge is choosing and governing the platform landscape in a way that creates consistency, reuse, and long-term value. Three pressure points usually appear. - Platform choice becomes difficult when teams have different needs for speed, flexibility, cost, and control. - Business meaning needs protection: customer, revenue, product, risk, and FTE need shared definitions across tools. - Ownership and governance need to be clear, so platforms grow with accountability and discipline. The working question is simple: how do we give teams the data capabilities they need while keeping the platform landscape understandable, governed, and reusable? If these questions are familiar, let’s compare approaches with others facing the same data landscape.

Belgium 13-11-2026 Squad Only Physical English

Building the Business Case for New IT Capabilities; How to justify investment when value is strategic, shared, or only visible over time.

Many IT capabilities are essential and difficult to fund through a simple project ROI. The challenge is showing why architecture, governance, resilience, cybersecurity maturity, data foundations, and AI readiness deserve investment before the gap becomes expensive. Three pressure points make the case harder. - Shared value means the benefit often sits across several teams, while the budget sits in one place. - Timing creates friction because the cost is immediate while the value appears over time. - Risk translation is needed so business and finance leaders understand the consequence of delaying the investment. The working question is simple: how do we turn foundational IT capabilities into credible investment cases that link cost, risk, business value, and future flexibility? If you are building these cases internally, let’s compare how others are positioning value, risk, and timing.

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How TeleClinic future-proofed their support with AI-powered automation

When the pandemic made automation a necessity, TeleClinic turned to Ultimate for an automation solution that could provide empathetic and efficient customer support at scale. Three years later, TeleClinic continues to trust Ultimate for the future success of their CX.

TeleClinic at a glance

The customer

TeleClinic is a platform that matches patients with doctors for online consultations via mobile app.

The market

Since launching in 2015, TeleClinic has emerged as Germany's leading provider of telemedicine. They serve a two-sided market of healthcare professionals and patients.

The support team

A team of 20 customer service agents provide round-the-clock support to TeleClinic users.

The channels

TeleClinic offers automated support via both ticket and chat.

The situation

When the pandemic created an unforeseen spike in demand, TeleClinic knew they needed to automate. Since then, their unique use cases have called for an even more sophisticated automation solution

The solution

Not only did Ultimate help agents manage a 500% uptick in requests during the pandemic, but it has since enabled them to separately serve both doctors and patients via two custom-built bots.

Why TeleClinic continues to trust Ultimate

TeleClinic experienced a 500% increase in requests during the pandemic, which was overwhelming for their support team to say the least. From where they saw it: they could either hire and onboard a lot more people quickly, or automate processes to support their existing team. When faced with this decision, it was clear that AI-powered automation was the only logical choice. After researching other competitors, TeleClinic chose Ultimate as the best automation solution to meet their complex use cases in serving both doctors and patients. They also needed to work with an automation provider located in the EU to ensure GDPR compliance, and Ultimate fit the bill.

Three years later, Ultimate’s automation solution continues to help remove barriers in access for people seeking telemedical support – and to the doctors looking to provide it. For example, both patients and doctors are able to self-serve much more quickly through the platform, with a whopping workload reduction of 18.9 hours per ticket. TeleClinic has also been able to steadily reduce costs, with €100,504.42 saved in 2023 alone. They’ve achieved all this while keeping their agents happy, too. Due to upticks in requests during hay fever season or when there is a stomach bug going around, agent workload remains stable thanks to automation. As a result, agent NPS score has been a steady 8.5/10. From a global pandemic to hay fever season, TeleClinic feels prepared to weather whatever the future holds thanks to Ultimate's automation solution.

Scale your support with automation

“Giving the right answer to our users is crucial to us. We wanted to work with a EU-based company to ensure GDPR compliance, and Ultimate could provide the right mix between suggestion and automation.”

Philipp Weidenbach
Head of Patient Operations, TeleClinic

Total savings in 2023: €100.5 K

Workload reduction per ticket: 18.9 hrs

Chat automation rate: 37%

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AI use case spotlight: prioritizing requests

TeleClinic’s support team accommodates both time-pressed doctors and patients in need. They needed an automation solution to make it easier for doctors to prioritize requests so that patients could receive care faster.
They have successfully launched a second Doctor Bot that structures and categorizes requests, then forwards them to the right department to ensure they are connected with the right human agents as quickly as possible.
As a result, doctors are able to input data more efficiently, meaning that patients receive the care they need at a much faster rate. In fact, automation has resulted in a workload reduction of 18.9 hours per ticket.

Learn about our industry-leading AI

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AI use case spotlight: accurate responses to sensitive questions

Telemedicine is a complex, sensitive matter, where a one-size-fits-all approach doesn’t work. That's why automation at all costs would never be the right solution for TeleClinic.
Rather, TeleClinic’s agents have really appreciated the way their bots offer a helping hand when it comes to customer care. As one agent put it, “Thanks to the bot we now get pre-structured client requests and it makes it so much easier to really support them with their actual concern.”
Ultimate's platform is GDPR and SOC-2 type 2 compliant, so TeleClinic can be sure their customers' sensitive medical data is always protected.

Get started with automation

The success story

Custom-built virtual agent

Telemedicine is a naturally complex industry so TeleClinic loves our solution that provides tailored support to both time-pressed doctors and patients in need.

Scalable solution

With a bot taking care of common customer requests, TeleClinic can meet fluctuating demand — without increasing agents’ workload.

Secure data handling

Given the sensitive nature of the requests TeleClinic’s support team handles, they needed an automation partner they could rely on to treat customer data securely.

Headless automation platform

Their bot sits inside their existing tech stack and seamlessly integrates with their CRM, Zendesk. Ultimate analytics dashboard provides clear and easy to use stats.

Next on their automation journey

In a high-stakes and ever-changing industry like telemedicine, TeleClinic is always thinking about how they can up their support game by using the best that CX automation has to offer. They are currently curious about how they can harness the potential of UltimateGPT , which uses generative AI to offer even more empathetic and efficient support as they continue to scale.

Technologies

Ultimate: Chat automation Ultimate: Ticket Automation Zendesk: A CRM Platform

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