Scalable Customer Service Support for Numan’s Digital Health Platform

Industry: Digital Health

Company stage: High-growth scale-up

Operating model: UK-based, digital-first healthcare platform

Numan partnered with Pickle to provide scalable customer service support, enabling its internal team to maintain exceptional customer experience standards during periods of rapid growth and high demand. The flexible customer support model allowed Numan to manage spikes in demand without increasing permanent headcount.

The challenge:
managing customer service spikes without expanding the team

Numan is one of the UK’s leading digital health platforms, helping customers access healthcare services online through a simple, discreet and medically-led experience.

Their platform provides access to:

Expert medical advice
Prescription medication
Diagnostics
Supplements

Operating in a regulated healthcare environment means that customer service quality is critical. Customers rely on fast, clear responses when it comes to their health and treatment.

However, as Numan grew, demand for support did not follow a predictable pattern. Marketing campaigns, seasonal trends and rapid user growth created unpredictable spikes in inbound tickets.

To maintain service quality, the team needed:

Flexible customer support capacity during high-volume periods
Immediate deployment without long onboarding cycles
Consistent ticket resolution aligned with internal KPIs
A solution that avoided permanent hiring costs

Numan needed scalable customer service support that felt like an extension of their internal team — not outsourced support.

The real issue:
protecting customer experience during growth

During peak periods, customer support teams often face a difficult trade-off: protect service quality or protect team capacity.

Without additional support, ticket backlogs can grow quickly, response times slip, and internal teams risk becoming overwhelmed.

For Numan, protecting customer experience was non-negotiable. The challenge was finding a way to add flexible capacity without introducing operational friction or expanding permanent headcount.

Why Pickle for Customer Service Support

Numan chose Pickle to provide flexible, embedded customer service support that could scale alongside their business.

Rather than relying on traditional outsourcing or hiring temporary staff, Pickle provided experienced support professionals who could quickly integrate into existing systems and workflows.

This allowed Numan to expand support capacity only when needed, while maintaining consistency across customer interactions.

The solution:
an embedded, flexible customer support team

Pickle built a bespoke support team tailored specifically to Numan’s systems, workflows and operational requirements.

Instead of operating as an external agency, Pickle embedded directly into the existing customer support function.

The flexible support team:

Integrated into Numan’s helpdesk and CRM systems
Matched internal ticket resolution standards and response times
Took ownership of customer service workflows during peak demand
Maintained SLA and KPI expectations
Required minimal day-to-day oversight

By operating as a true extension of the internal team, Pickle ensured that customers experienced the same level of service regardless of demand fluctuations.

What we delivered

Surge customer service support

During high-demand periods, Pickle stepped in to manage ticket backlogs and support the internal team.

This ensured that response times remained consistent and customer experience standards were protected.

End-to-end ticket resolution

Pickle handled email-based customer support requests including:

Order tracking and fulfilment queries
Product information requests
General customer support enquiries

By managing the operational workload, internal leadership teams could stay focused on higher-value initiatives and platform growth.

Scalable support without fixed costs

Pickle’s flexible model allowed Numan to:

Scale support capacity during campaign-driven spikes
Reduce support coverage when demand normalised
Avoid recruitment, onboarding and long-term salary commitments

This provided the operational flexibility required by a fast-growing digital health platform.

The impact:
protecting customer support KPIs during growth

By implementing scalable customer service support, Numan was able to:

Maintain customer service KPIs during high-demand periods
Prevent ticket backlog accumulation
Protect customer satisfaction and response times
Reduce operational pressure on internal teams
Avoid emergency hiring during growth phases

What began as targeted project support evolved into three successive engagements, reflecting the measurable impact and trust built between teams.

What Numan says

Client testimonial

Pickle join us at the shortest notice and are highly productive from the get-go with almost no hand-holding. Their approach is so professional, and we’re able to give them a level of trust to deliver that’s beyond what I’d expect. We can have unexpected spikes in demand and it’s great to know we have a partner who’s there for us when we alone can’t deliver the quality of service we aspire to.

- Numan

Why it worked

For high-growth companies like Numan, the challenge isn’t simply handling customer support tickets — it’s maintaining service quality while demand fluctuates. Pickle’s outsourced customer support provides the operational flexibility needed to scale customer service teams quickly, without the friction of permanent hiring or traditional outsourcing models.

The result is a consistent customer experience, protected KPIs, and calmer internal teams, even during periods of rapid growth.

Looking for scalable customer service support?

If your business experiences seasonal demand spikes, campaign-driven growth or unpredictable support volumes, Pickle provides flexible customer support teams that integrate directly into your operations.

Scale without hiring.
Protect your KPIs.
Deliver consistent customer experience — even during peak demand.

Pickle works with high-growth companies and scale-ups that need flexible customer service support without the delays of recruitment.

Our embedded support model allows businesses to scale operations quickly while managing consistent customer experience and response times.

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