Building a scalable support operation for a mental healthcare startup
How Horatio strengthened QA, staffing reliability, and service consistency as demand increased
Jan 06 2026
About
This mental healthcare startup provides services to patients who need timely, high-quality support. As the business grew quickly, customer support volume increased and the team needed to maintain fast, consistent responses while navigating the complexity and sensitivity of mental healthcare interactions.
High churn, unstable coverage
As demand grew, the in-house support model became harder to sustain. High turnover and frequent absenteeism disrupted coverage and service quality, while the complexity of mental healthcare support made onboarding slow and expensive. Recruiting costs continued to rise, and resistance to returning to the office created additional barriers to cohesion and productivity.
Horatio's scalable operating model
Horatio took over customer support and implemented:
- Scalable operating model: Standardized training, QA, and workforce management across a repeatable support system built to scale.
- Streamlined training: Faster ramp without sacrificing quality, with clearer documentation and role readiness checkpoints.
- Stronger QA: Clear performance monitoring, regular coaching, and adherence to best practices and requirements.
- Improved staffing: Better coverage and shorter wait times through smarter scheduling and more reliable staffing levels.
- CRM upgrade + analytics: More efficient workflows and better reporting, with stronger visibility into trends and opportunities to improve.
Reduced churn, shorter wait times, and smoother operations at scale
By partnering with Horatio, the startup stabilized support operations, improved performance, and reduced overhead while continuing to scale.
After partnering with Horatio
By outsourcing customer support to Horatio, the startup reduced turnover, improved coverage, and lowered costs. Scalable processes, efficient training, and a CRM-led digital transformation improved efficiency and customer experience, freeing the team to focus on core growth.
