G2

Anand S.

Accounts Receivable Manager

Mid-Market (51-1000 emp.)

11/2/2026

"Promising Initial Results from the Sanas Collections Pilot"

4/5

What do you like best about Sanas?

What I like most about Sanas is its ability to improve communication clarity without disrupting our existing collection operations. In medical debt collections, clear communication is critical, particularly during the initial interaction when agents need to get past gatekeepers and connect with the right party. Sanas helps make conversations easier to follow, potentially improving engagement and creating a smoother transition to supervisor-led discussions. I also appreciate its ease of implementation, minimal impact on workflow, and the encouraging early performance trends we've observed in our pilot. Review collected by and hosted on G2.com.

What do you dislike about Sanas?

Overall, our experience with Sanas has been positive so far. However, there are a few areas where further improvement could enhance the user experience. Since our operations involve frequent supervisor handoffs, agents need to remember to switch off Sanas before transferring the headset. Integrating this step more seamlessly into the handoff process would make the workflow even smoother. We would also like to see continued improvements in ease of use, consistency, and adaptability across different call scenarios. Review collected by and hosted on G2.com.

What problems is Sanas solving and how is that benefiting you?

Sanas Pilot: Early Indicators of Improved Collection Performance

1. Business Context

We operate in the medical debt collections space, where transfer agents play a crucial role in navigating gatekeepers, reaching the appropriate decision-makers, and facilitating supervisor-led conversations to drive conversions.

Effective communication and voice clarity are particularly important during the initial stage of a call. Any difficulty in understanding the agent can create friction, impact engagement, and reduce the likelihood of successfully progressing the conversation.

2. Implementation Approach

To evaluate Sanas without disrupting ongoing operations, our IT team deployed the solution across approximately 50 collector systems over a weekend, enabling full-scale usage from Monday.

For a fair comparison, we divided the team into two groups with comparable skill sets and experience:

- Test Group: Agents using Sanas.

- Control Group: Agents operating without Sanas.

The Sanas team also participates in weekly performance reviews, allowing us to capture feedback and address any operational concerns promptly.

3. Early Business Impact

During the first week of the pilot, we observed encouraging performance indicators:

Performance Metric| Sanas Group| Control Group

Promise-to-Pay (PTP) Rate| 11.56%| 8.90%

Contact Rate| Marginally higher| Baseline

The Sanas group demonstrated a 2.66 percentage-point higher PTP rate compared with the control group, representing approximately a 29.9% relative improvement.

4. Operational Observations

Sanas was implemented with minimal disruption to existing workflows. Since many calls require supervisor intervention for a second voice, we incorporated switching off Sanas into the standard headset handoff procedure.

This ensures a smooth transition when supervisors take over calls.

5. Next Steps

Although the initial results are promising, one week of performance data is not sufficient to establish a definitive business impact.

We will continue monitoring the pilot over the coming weeks, focusing on:

- Consistency in PTP performance.

- Contact-rate improvements.

- Agent feedback and user experience.

- Operational efficiency and supervisor handoffs.

- Sustained impact on collection outcomes.

Overall Assessment

The initial results indicate that Sanas has the potential to improve communication effectiveness and support better collection outcomes. We will continue evaluating performance across additional weeks before drawing any definitive conclusions about its overall business impact. Review collected by and hosted on G2.com.