Case Study: Behavioral Health Group achieves 99% faster call center response time with Backline by DrFirst

Behavioral health call center improves response time by 99% using mobile platform

Behavioral Health Group, a national behavioral health system with more than 30 locations and a call center handling 900+ calls per day, struggled with slow response times, insecure legacy communications, and HIPAA/compliance risk. Seeking faster consults, reduced legal and operational exposure, and HIPAA-compliant messaging, they adopted Backline by DrFirst’s secure mobile communications platform.

Backline by DrFirst deployed a real-time mobile platform that connected the call center with on‑call providers across facilities, provided a virtual workspace for clinical collaboration, integrated telehealth, and enabled coordination of a 30-member onsite assessment team. The solution cut call center response time from 24 hours to 10 minutes (a 99% improvement), streamlined workflows, minimized compliance risk, and improved clinician and patient experience.

Behavioral Health Group