The client faced significant challenges in trying to deliver quality customer experiences, which severely affected their CSAT and email FRT. Navigating through information related to their policies and procedures was like searching for a needle in a haystack, lacking a central source of truth. This led to inefficiencies in handling customer cases, as proper documentation for tracking and follow-up was non existent. This ultimately impacted the initial interactions with the T1 team, leaving some members feeling less than impressed.

Once Horatio stepped in and became a complete extension of the client’s operations, we fostered a client-focused, solutions-oriented approach, ensuring open communication and productive follow-up, even in tough situations.


To streamline case management and address policy queries, we developed standardized notes templates for voice agents and launched the CX-Questions Slack channel.



This centralized hub expedites resolution for non-standard concerns, resulting in faster support and happier members. We replaced generic scripts with personalized responses, leading to a noticeable increase in members’ satisfaction with T1 interactions. Through open communication lines across platforms, we ensure ongoing feedback loops between members, our T1 team, and the client, strengthening member relationships and driving continuous improvement.

Our expertise enabled the client to efficiently resolve customer inquiries while bolstering customer satisfaction. Our streamlined and experienced customer experiences. This led to a significant reduction in their first response time for Emails and AHT in Voice, while also significantly improving their CSAT scores.

Our partnership contributed to the client’s continued growth, enhanced customer satisfaction, and solidified their position as a leading company in the fitness industry.