Scaling Customer Experience for a Fresh Food Subscription Business

Spot & Tango (S&T), a premium pet food subscription brand offering fresh meals and UnKibble™, partnered with Horatio for over five years to build and scale a dedicated omnichannel CX team, ultimately reaching 30 associates.

In late 2020, the launch of UnKibble drove unexpectedly high demand and a surge in order volume, creating immediate pressure to scale support while protecting a high-touch customer experience. Complexity increased because S&T manages multiple perishable SKUs, including refrigerated fresh meals shipped in temperature-controlled packaging, where shipping, storage, and product condition questions require fast, careful communication.

Horatio elevates CX

Horatio supported S&T’s rapid growth with a CX model designed to scale without sacrificing quality:

• Dedicated, scalable omnichannel team trained on brand voice, product nuances, and subscription workflows.
• CRM transition leadership from Gorgias to Gladly to enable more personalized, customer-centered support and improved operational efficiency.
• Empathy-first handling for sensitive cases like spoilage concerns, shipping delays, and dietary needs.
• Clear escalation paths to route urgent issues quickly to the right S&T stakeholders.
• Perishable-goods expertise to confidently guide customers on shipping timelines, storage, and product condition.
• Associate engagement program built jointly with S&T, including monthly recognition and performance incentives tied to QA, CSAT, and overall results.
• End-to-end subscription support across onboarding new dogs, recipe adjustments for sensitivities, and order changes or cancellations.

Since onboarding Horatio, the client has experienced tangible improvements in key areas:

Horatio helped Spot & Tango protect customer satisfaction while scaling operations quickly, improving efficiency, and building a stronger CX foundation for continued growth.