.png)
.webp)
As healthcare organizations scale, maintaining consistency, quality, and patient trust across every interaction becomes increasingly difficult–and increasingly critical.
This was true for TailorCare, a leading provider of specialty value-based care solutions focused on improving patient outcomes for joint, back, and muscle conditions. The organization takes a deeply personal, data-driven approach, carefully assessing patients’ symptoms, health history, preferences, and goals for musculoskeletal health improvement – guiding them every step of the way. For TailorCare, whose mission centers on navigating patients through complex musculoskeletal (MSK) care decisions, patient interactions are not just an operational touchpoint. They are foundational to building trust and improving patients’ outcomes.
As TailorCare prepared to scale its care model, leadership recognized the opportunity to better harness its proprietary dataset based on tens of thousands of patient interactions by deploying artificial intelligence.
That realization set the stage for TailorCare to bring a best-in-class AI capability into its model to approach patients in a more personalized, impactful way, with digital transformation across the organization at its heart.
Scaling Without Losing Consistency
Modern healthcare systems were largely designed to address acute trauma, not the chronic and lifestyle-driven conditions that dominate today’s musculoskeletal care landscape. As a result, patients are often routed toward high-cost interventions by default, even when those procedures aren’t clinically needed.
As John Petito, Chief Strategy Officer at TailorCare, explains, that misalignment creates complexity and confusion for patients.
“Our job is to create moments of clarity for patients. Put simply, we listen to them, learn about their clinical needs, preferences, and goals, and bring a wealth of data to bear to create personalized recommendations grounded in the latest evidence."
Building trust with patients is critical to TailorCare’s success, as trust is often won or lost in the first patient interaction.
Care Advocates serve as the initial point of contact for patients, setting expectations, conveying value, and earning trust. As TailorCare continued to grow, leadership began to consider how variability could creep into those crucial conversations. Rather than reacting to inconsistency after the fact, the team focused proactively on bringing the right tools to bear to ensure every one of those initial interactions consistently established clarity, confidence, and trust.
Petito recalls reading about McDonald’s seven-year journey to ensure a standardized product and experience across the globe with their revamped Big Mac — a reminder that scale without consistency can undermine even the strongest product. “As we scale, we didn’t want variability to pop up,” John told us.
Rather than waiting for issues to emerge, TailorCare proactively sought technology that could help standardize, support, and continuously improve how patient interactions were delivered.
Why AI and Why Cresta
TailorCare’s approach to AI was intentional. The team embraced a thoughtful buy-and-build strategy — investing internally where differentiated capabilities mattered most, and partnering with technology vendors when mature solutions in the market could accelerate delivery timelines and de-risk execution.
In the contact center, that meant exploring AI-powered solutions that could reduce cognitive burden on agents, unlock insights from thousands of patient conversations, and ensure best practices were consistently applied at scale.
In evaluating vendors, TailorCare prioritized outcomes over shortcuts.
“Minimizing delivery risk while delivering leading capabilities was critical to our decision-making process, as was the cost of getting it wrong.”
Cresta stood out for both its platform capabilities and its partnership approach. The TailorCare team was impressed by the professionalism of the Cresta team, the depth of the solution, and the support provided throughout implementation.
“In a crowded marketplace, Cresta stood out as a leader in its capabilities and services.”
Early Wins: Visibility, Momentum, and Confidence
Early results at TailorCare have been promising. Cresta has quickly become embedded in leadership conversations, providing new visibility into patient sentiment, conversational quality, and operational performance.
“There has not been a single call with my COO where he hasn’t pulled up Cresta, showing me the insights he’s seeing. To say, how can we look at all those conversations, and ensure that we're delivering the same level of quality across them? It's incredibly valuable.”
Beyond leadership visibility, TailorCare is also seeing early signs of how Cresta Agent Assist and Insights capabilities will shape performance at scale.
Agent Assist is expected to help tighten performance distribution across the Care Advocate team, supporting more consistent conversations and stronger results across the board. At the same time, Cresta Insights is giving TailorCare a new way to understand the nature and sentiment of patient conversations, helping Clinical Navigators refine how they talk about their model and engage patients.
“While these are still early days, it’s becoming apparent how these new tools will unlock tremendous value — allowing us to uncover insights and evolve our care navigation model much faster than we’ve previously been able to.”
Looking Ahead
As TailorCare continues to deploy Cresta, the organization expects to move faster, tighten performance distribution across their agents, and better understand the voice of the customer at scale.
“It’s going to make us a lot smarter, help us move a lot faster, and move the needle on the metrics we care about.”
From helping managers coach more effectively to unlocking insights from thousands of conversations that were previously out of reach, Cresta is becoming foundational to how TailorCare operates.
The partnership is early, but the direction is clear. TailorCare and Cresta are building toward a future where every patient interaction creates an impactful, trust-building, and positive experience.
