Horatio
Hero Background

Healthtech SaaS Operations

Drive user adoption and reduce churn with expert technical support

Great code isn't enough to navigate your platform. In Healthtech, friction leads to churn. Horatio HX provides the skilled operational teams you need to outsource customer support for healthtech, manage implementations, and handle technical inquiries. We clear the noise so your developers can focus on product innovation, not password resets.

Talk to the HX TeamExplore Our Services
HIPAA compliant
SOC 2 Type II
PCI DSS certified

The reality of healthtech operations

Healthtech SaaS operational challenges

Your Challenges

  • Implementation Lag: The "Time-to-Value" gap is too wide. Getting a new hospital or practice "live" on your platform takes too long, delaying revenue recognition.
  • Tier 1 Noise: Your high-cost engineers are distracted by low-level support tickets and basic "how-to" questions, slowing down your product roadmap.
  • Churn & Adoption: Users abandon the software because they find it "too hard to use" or encounter integration glitches without immediate support.
  • Interoperability Friction: Frustration arises when your tool doesn't "talk" seamlessly to existing workflows, leading to user resistance.
  • Patient Safety Risks: In a clinical setting, a software glitch isn't just a nuisance; it can be a patient safety issue that demands immediate resolution.
HX healthtech SaaS solutions

How HX Helps

  • Tech-Savvy Agents: We deploy Tier 1 and Tier 2 support teams who understand APIs, integrations, and clinical workflows.
  • Accelerated Onboarding: dedicated implementation teams that handle data migration and user training to get clients live faster.
  • Developer Protection: We act as the firewall for your engineering team, resolving issues at the front line so devs only see true bugs.
  • Retention Focus: Customer Success Managers (CSMs) who proactively monitor usage health and drive adoption among providers and admins.

As your software scales, your support team should too. HX ensures that adding new users doesn't mean adding new chaos.

Offering Tech Services That Supply Your Business' Needs

HX adapts its capabilities to the unique technical and adoption needs of healthcare software providers. Here's how we help:

Technical Support & Help Desk

Technical Support & Help Desk

Deliver rapid resolution for users, admins, and patients.

Includes:

Outsource customer support for healthtech (Tier 1 & Tier 2)

Tech-savvy support teams who understand APIs, integrations, and clinical workflows.

Technical support for home-use medical devices and connected apps

Specialized support for connected health devices and mobile applications.

Bug reporting, ticket tagging, and escalation management (Jira/Zendesk integration)

Seamless integration with your ticketing systems for efficient issue management.

24/7 Help Desk for critical "system down" issues

Round-the-clock support for critical system issues that impact patient care.

Password resets, login troubleshooting, and access management

Quick resolution of access issues to keep users productive.

Implementation & Onboarding

Implementation & Onboarding

Shorten the timeline from "Contract Signed" to "First Login."

Includes:

EHR implementation support services and training

Expert guidance for EHR integrations and user training.

Data entry and historical data migration

Accurate data migration to get clients live faster.

New client account setup and configuration

Streamlined onboarding process for new clients.

User training webinars and documentation support

Comprehensive training to ensure successful adoption.

Workflow mapping for new practice integration

Custom workflow mapping to integrate seamlessly with existing processes.

Customer Success & Operations

Customer Success & Operations

Ensure long-term value and deep integration into provider workflows.

Includes:

Customer Success Management (CSM) for account retention

Proactive CSM to drive adoption and prevent churn.

Proactive "Health Checks" to identify at-risk accounts

Monitor usage health and intervene before accounts become at-risk.

Interoperability monitoring (HL7/FHIR integration checks)

Ensure seamless integration with existing healthcare systems.

Compliance auditing and user credentialing

Maintain compliance and manage user credentials effectively.

Billing and subscription management for SaaS users

Streamlined billing and subscription management.

Why we are the right partner

Why HX Is the Right Partner for Healthtech SaaS

Fluency in "Tech" and "Care"

Fluency in "Tech" and "Care"

Our teams understand the difference between a browser cache error and a clinical charting error. We bridge the gap.

We provide the operational side that Healthtech companies need to turn software users into loyal advocates.

Horatio

Ready to debug your operations?

Let's build a support model that drives adoption and protects your engineering resources.

Talk to the HX TeamExplore Our Services
HIPAA compliant
SOC 2 Type II
PCI DSS certified