Montu’s Offshore Team Delivers Faster, Better, Smarter Support
Montu, a fast-growing HealthTech business, partnered with Satellite Office to build a dedicated offshore digital support team. In under a year, they scaled to 25 specialists handling 80% of patient chat and email interactions, achieving a 93.9% CSAT score, a 97% engagement score, and 3x higher productivity compared to voice — all while easing pressure on their onshore staff.
“One of the biggest wins has been productivity. The offshore team clears more conversations with better consistency — and the quality is excellent.”
— Timothy Jackson-Smith, Offshore Manager, Montu
About Montu
- Industry: Fast-growing HealthTech business that provides alternative medicine care through a streamlined telehealth platform
- Roles offshored: from 14 to 25 offshore team members over 12 months
- Offshore functions: Patient Messaging Support (Chat & Email)
Challenge
- Rising patient volumes created increasing demand on digital support (chat & email).
- Wait times were stretching, putting pressure on service quality and consistency.
- Onshore voice support teams were overloaded and at risk of burnout.
- Limited internal resources prevented scaling digital support effectively.
- Needed to preserve onshore voice operations while finding a cost-effective offshore solution for chat and email.
Solution
- Staged rollout of a live chat and email team starting September 2024
- Clear division between voice (onshore) and digital (offshore) channels
- Direct, transparent communication between Montu and Satellite Office
- Offshore team training supported onsite by Montu leadership
Key results
- 93.9% Customer Satisfaction (CSAT, Messaging)
- 3x higher messaging output per agent vs. voice
- Cut average customer wait times from 10–15 minutes to under 1 minute
- Significant improvements in quality, consistency, and productivity
What Roles Were Offshored?
Montu started with a small offshore digital support team in 2024, focused on chat and email. Within just 12 months, the team expanded rapidly to 25 specialists, including two Team Leads, handling digital customer interactions and proving the scalability of the model.
Messaging Patient Experience Specialists
Handle patient inquiries via chat and email, ensuring fast, accurate, and empathetic support that aligns with clinical standards and patient expectations.
Patient Experience Team Leads
Guide and support the messaging team, managing performance, coaching staff, and ensuring service levels and compliance standards are consistently met.
“The team’s done an incredible job. They’ve taken ownership, they’re engaged, and they’re outperforming onshore in multiple areas. We’ve had praise from clinicians and customers alike.”
— Timothy Jackson-Smith, Offshore Manager, Montu
A Scalable Support Model: Satellite Office and Montu
Montu partnered with Satellite Office to build a dedicated offshore messaging team that transformed its patient support model.
In less than 12 months, Montu scaled to 25 offshore team members handling 80% of all digital interactions. The results speak for themselves: a 93.9% CSAT score, a 97% team engagement score, and 3x higher messaging productivity per agent compared to voice.
By offloading chat and email to the Philippines while keeping voice onshore, Montu freed up local staff, improved quality and consistency, and created a sustainable model for future growth.
Your offshore team is one conversation away
Book a free strategy call with our team and understand all the ins and outs of offshoring:
- Understand your objectives and discuss roles to offshore
- Answer all your questions on outsourcing
- Discuss pricing and savings – you’ll leave with an estimate on savings, timeframes and kickoff plan for next steps
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