Customer Overview
Company: Truemed
Point of Contact: Colin Budries, Head of Support
Industry: Health & Wellness Payment Processing
Stage: Series A
Use Case: Internal AI applications, payment processing support
The Challenge: How can we drive efficiency with better tooling?
As head of support at Truemed, a specialized payment processor for HSA/FSA health and wellness purchases, Colin Budries faced a common challenge — needing automation to unlock scale but lacking dedicated engineering resources.
"We had consistent needs for internal applications and automation that were too complex for basic tools but not the best use of our engineering team’s time to build from scratch.”
The company powers compliant payments for leading health brands like Peloton and connects customers with licensed providers to verify eligibility, requiring precise and compliant operations. With a lean team of 50 staff and a big vision, Truemed needed to build internal tools and automate processes without the expense and delays of traditional development cycles.
The Solution: Building AI-Powered Internal Applications with Lindy
Rather than competing for engineering resources or hiring additional staff, Colin used Lindy to rapidly build AI-powered internal applications that transformed Truemed's operations.
"I think of Lindy as a junior developer that works just for me — it lets me quickly prototype internal solutions without pulling engineering off higher-priority projects."
Customer Support Automation - AI agents that handle routine inquiries, classify tickets, and manage escalation workflows, ultimately automating 36% of support volume.
Payment Processing Applications - Internal tools that handle HSA/FSA payment questions, eligibility verification, and transaction status management with AI-powered decision-making.
Compliance Documentation Systems - AI applications that generate consistent, compliant responses for health payment regulations and telemedicine requirements.
Operational Workflow Tools - Custom internal applications that streamline business processes, from lead management to customer onboarding, built and deployed in minutes rather than weeks.
The Results: Operational Transformation and 67% Cost Reduction
Truemed successfully automated 36% of their customer support tickets while building multiple internal applications that transformed their business processes.
Most significantly, the cost per ticket resolution dropped from $1.00 to $0.33, driving a 67% cost reduction on automated tickets. This efficiency came without sacrificing the accuracy required for health payment processing, while eliminating the need for additional support staff.
The implementation proved that Lindy agents could handle both the complexity and compliance requirements of health payment operations while enabling rapid internal application development that would have been impossible with traditional approaches.
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