## The Problem: Demand Exceeded Intake Capacity
Horizon Wellness Group launched in 2019 as a group practice serving the greater Denver metro area. By mid-2023, they'd grown to 12 therapists—but their intake process hadn't kept pace.
"We had a three-week waitlist for new clients," recalls Operations Director Jennifer Walsh. "People were calling, hearing we'd have availability in a month, and going elsewhere. We had therapists with open slots and clients who couldn't get through our intake."
The root cause was administrative: five part-time intake coordinators were spending 30-40 minutes per new client, and the volume of inquiries (25-30 weekly) outstripped their capacity. The practice was effectively leaving revenue on the table.
## The Solution: Enterprise-Grade Intake at Group Practice Scale
Horizon adopted TherapyForm AI in June 2023, customizing workflows to match their diverse clinical specialties (EMDR, DBT, IFS, and more). The implementation included:
- Specialty-specific intake templates that adjusted assessment focus based on presenting concerns - Automated triage that routed high-acuity clients to available specialists within 24 hours - Dashboard visibility for Walsh to monitor intake throughput and identify bottlenecks in real time
"The AI doesn't just generate forms—it understands our practice structure," Walsh explains. "A client seeking EMDR for trauma gets a different intake flow than someone coming in for general anxiety."
## The Results: Waitlist Eliminated, Revenue Up $85K Annually
After 12 weeks:
- **Waitlist at intake:** 0 clients (down from 18-22) - **Average days from inquiry to first session:** 5 days (down from 21 days) - **New clients onboarded monthly:** 35 (up from 25) - **Estimated annual revenue impact:** +$85,000 (at average client value)
"We didn't add a single admin hour," Walsh reports. "We just made the existing process 80% more efficient."
Therapist satisfaction also improved: "I used to walk into first sessions blind," one Horizon therapist noted. "Now I get a two-page summary that tells me what to pay attention to. My sessions feel more focused."
Client satisfaction scores rose from 4.1 to 4.7/5 following the intake workflow change—a result Walsh attributes partly to clients receiving faster responses and more personalized onboarding.
Horizon is now exploring expanding to 15 therapists in 2024, confident their intake infrastructure can support the growth.