# Asana Case Study - Array Behavioral Care

> Array Behavioral Care provides virtual psychiatry and therapy across the continuum of care—from emergency rooms to outpatient clinics and directly to patients at home.

Source: https://asana.com/case-study/array-behavioral-care

## Array Behavioral Care drives $2M in annual impact and accelerates patient access with an AI-powered operating system

Array Behavioral Care, the nation’s leading virtual psychiatry and therapy practice, transformed its operational core by building an integrated, AI-driven operating system in Asana. By replacing fragmented spreadsheets and siloed communication with a unified clinician journey and a self-learning service desk, Array has redefined how virtual healthcare scales. This transformation has compressed clinician onboarding timelines by over 50%, creating $2M in annual value and ensuring that thousands of patients receive the right care at the right time.

Challenges

#### Onboarding delays

Doctor onboarding averaged 8–12 months due to fragmented execution across spreadsheets and email, delaying patient access to care.

#### Support fragmentation

IT requests arrived via informal channels like Teams and phone calls, creating inconsistent prioritization and handling friction.

#### Capacity blind spots

A lack of centralized visibility led to high pre-start churn, onboarding delays, and difficulty in predicting clinical bandwidth.

Solutions

#### Clinician Journey Operating System

A unified, cross-functional workflow that connects recruiting, licensing, credentialing, IT, and preboarding into one system of record.

#### AI-Enabled IT Service Desk

An automated intake and triage system that utilizes [AI Studio](/product/ai) for categorization and quality assessment.

#### Self-Updating Knowledge Base

A feedback loop where resolved tickets are automatically converted into structured knowledge articles or enhancements.

Outcomes

**$2M+ combined annualized impact** from gross margin pulled forward and avoided recruiting and onboarding costs.

#### 50% faster clinician onboarding

Timelines reduced from 8–12 months to just 6 months.

**167 workdays saved annually** through 6,000+ monthly automation rule actions.

**$140,000 in direct savings** by decommissioning legacy IT platforms and removing manual work.

- [Back to customer stories](/customers)

Americas

- [IT requests](/templates/for/it/it-requests)

- [New employee onboarding](/templates/for/operations/new-employee-onboarding)

- [Goal tracking & OKRs](/product/goals)

Healthcare

Mid-market

- [AI Studio](/product/ai/ai-studio)

- [Portfolios](/features/goals-reporting/portfolios)

### **Winner: 2026 Global Impact Catalyst Award, AMER**

Recognized for turning operational improvement into human impact, Array Behavioral Care has proven that standardizing the clinician journey directly expands patient access. By reducing onboarding bottlenecks, Array pulled forward 501 clinician-months of capacity—equating to over 64,000 additional patient encounters delivered sooner.

Healthcare is a legacy industry where work is often fragmented across email and other communication silos. We treat every unit of work as a single connected record with enforced ownership. This gives us the visibility to resolve risks earlier and ensure every patient receives the right care, at the right time, in the right dose."

Previously, clinician onboarding was a manual process across disconnected tools, leading to missed steps and inconsistent compliance. Array solved this by building a unified end-to-end system that starts with a monthly capacity-and-demand cycle. By treating every clinician record as a single connected unit, handoffs no longer create loss of context from the first staffing recommendation to the first patient visit.
- **Automated staffing requisitions:** When a staffing need is identified, [Rules](/product/rules) automatically create requisitions for the recruiting team.
- **Unified preboarding:** Once a clinician is hired, structured handoffs automatically launch a preboarding project using service-line templates, ensuring onboarding and administrative tasks stay connected.
- **Cross-functional accountability:**Through [multi-homing](/guide/help/fundamentals/multi-homing), tasks for onboarding appear in departmental views while remaining tied to the primary clinician record.
- **Visibility and retention:**Real-time [Dashboards](/features/goals-reporting/reporting-dashboards) allow leadership to identify where a clinician is blocked in the journey, reducing pre-start churn by 42%.

The breakthrough was designing the workflow, so every team can work in their own view without breaking the chain. Multi-homing lets a single clinician record move through the onboarding process with clear stage gates. This is the most transformative element of our system; it prevents orphaned steps and gives us a top-down view from strategic priorities to individual execution."

Array replaced its rigid legacy ticketing system with an AI-enabled service desk built on [AI Studio](/product/ai). This system doesn't just resolve issues; it acts as a learning flywheel. Every resolved ticket is automatically evaluated to improve the company's internal knowledge base, increasing future self-service deflection and reducing the overall support workload by 20%.
- **AI-driven triage:**[AI Studio](/product/ai) analyzes incoming tickets to automatically populate categories, set priority, and route them to the correct technician.
- **Knowledge check feedback loop:** When a ticket is closed, it is automatically multi-homed to QA board where AI assesses whether a matching knowledge article exists.
- **Automated article drafting:** If no matching solution is found, [AI Studio](/product/ai) analyzes the problem and resolution notes and drafts a structured new knowledge article for human review.
- **Quality assessment gates:** A post-closure QA process evaluates response tone and helpfulness, turning every interaction into a coaching opportunity for the team.

The key unlock was building guardrails so quality and consistency happen by default. If the resolution is not captured in the ticket, the system treats it as incomplete. That structure, plus the AI-driven categorization and knowledge checks, turns every ticket into fuel to make the experience better the next time."

With core business operations centralized in Asana, Array has established a consistent operating rhythm that connects individual work, cross-functional workflows, enterprise portfolios, and company goals. Teams manage operational processes and strategic initiatives in Asana, while leadership uses Smart Status and Smart Summaries to review progress, risks, blockers, and next steps. This creates a single operating layer for the business, reducing manual status preparation and giving leaders a clear view of execution across the organization.
- **Goal-based execution:**Enterprise workflows are connected to annual strategic themes and company goals, helping teams understand how their work supports business.
- **Autonomous reporting:** Asana AI pulls progress and risks directly from connected work to generate executive-ready status updates, eliminating hours of manual weekly assembly.
- **Audit-ready governance:**Clinical operations specialists use central views to audit incomplete clinician-facing tasks, enabling clean escalation paths for time-sensitive compliance work.
- **Executive operating rhythm:**Asana status updates and portfolio views are the source of truth for project health, surfacing escalations, and aligning next steps across departments.

We use Asana as our enterprise operating system. It has changed how we run the business because leaders can see where work stands, what is blocked, and how day-to-day execution connects back to our company priorities.

### Conclusion

Before Asana, Array Behavioral Care was bogged down by long onboarding cycles and fragmented support. By building an AI-powered enterprise operating system, the organization has turned operational execution into a competitive lever. This unified architecture allows Array to bring clinicians to patients faster, directly supporting its mission to transform behavioral health care. As Array continues to scale, its self-healing AI infrastructure ensures that speed, quality, and access grow together.

[Array Behavioral Care](https://arraybc.com/) provides virtual psychiatry and therapy across the continuum of care—from emergency rooms to outpatient clinics and directly to patients at home.

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