Headquartered in Pleasanton, California, Noctrix Health is committed to helping the millions of adults living with Restless Legs Syndrome (RLS) reclaim their sleep and quality of life.
The challenge
Volume that outran manual processes
Noctrix Health’s Nidra® device, a wearable, drug-free therapy for Restless Legs Syndrome (RLS), received FDA clearance in April 2023 as the first clinically validated, non-pharmacologic alternative to dopamine agonists, the longstanding standard of treatment. Coverage caught up in August 2024, when CMS activated dedicated reimbursement codes for Nidra. Referrals quickly accelerated, and Noctrix's Customer Care team absorbed the surge in the only way they could: by hand.
Thousands of unstructured faxes arrived, each one manually read and entered into their CRM. Referrals could take up to 48 hours to become a record, and more than 800 patient appeals piled up in the backlog. Revenue was tied up in paperwork nobody had time to sort through, while patients waited for the equipment they needed.
“I was drowning in faxes. Every time a fax was missing, it would take me about 30 minutes to track it down.”
— Raja Tamilarasan, Head of Enterprise Solutions, Technology & AI Strategy
Looking to keep pace without scaling headcount, Noctrix brought in an OCR vendor. After months of trial and error, the OCR proved it couldn't handle the unstructured, handwritten documents that made up most of their intake, so the work stayed manual.
With a failed tech solution behind them, Noctrix turned to building their own solution: an internal tool that auto-tagged every incoming fax, flagged its type, its source, and the patient, routing it to the right person. Efficiency gains followed, until the scope outgrew it.
As ambitions expanded from fax routing into appeal letter generation and beyond, requirements piled up faster than an internal team could maintain them. "The highest impact is not going to be from massive system replacements," Raja said. "It's how do we intelligently connect all of these platforms."
The switch to Tennr
A proof of concept, not a sales pitch
In July of 2025, Noctrix relaunched their search for a tech partner — one that could work with what they’d already built, and everything they wanted to build next at scale. After evaluating seven different partners, Tennr rose to the top.
Where previous solutions fell short on unstructured and handwritten documents, Tennr didn’t. Tennr was able to automatically split apart multiple-page packets that bundled several orders together, and route every page to the right record. And rather than asking Noctrix to start over, Tennr took what they’d already created and made it better.
That’s what tipped the decision for Raja.
“We tasked the other vendors with very similar asks, and Tennr definitely came above the rest. Not only were they able to go configure it, but they configured it really quickly, and got it to work much better than the in-house solution.”
Instead of a canned demo, Noctrix handed Tennr a batch of real, unscrubbed documents straight from their own CRM. It was proof over pitch, and it's what convinced Noctrix that Tennr was a true technology partner — one that could actually solve the problem with a team that would configure around them.
“We wanted a very custom solution, which is where Tennr definitely worked alongside us to get us to where we are today.”
— Raja Tamilarasan, Head of Enterprise Solutions, Technology & AI Strategy
The results
Faster processing, a cleared backlog, and a smaller team doing more
Within 6 weeks of going live, Tennr has already reshaped Noctrix’s operations:
- 92% faster document processing, down from 36 hours to 3
- 67% reduction in offshore staffing, from 9 full-time employees to 3
- 800+ patient appeals backlog cleared to zero
- 122% increase in orders created in Tennr
The internal tool Noctrix had previously built worked really well at solving one problem: fax routing. Tennr was able to pick up that scope and scale past it, capturing close to 100% of intake volume within weeks. With the appeal-letter workflow moving into Tennr too, drafts that once took hours of manual chart review were ready in minutes.
Noctrix’s internal tool gave Tennr a clear blueprint of existing workflows, establishing a strong foundation for Tennr to build on, allowing for a smooth implementation.
“The tool we built to manage appeals in-house was effective. The fact that we transferred it over to Tennr tells you how much we trusted them to run it.”
— Kumar Patel, Sr. Director of Customer Care
Above all else, what stood out to Noctrix most was the people behind Tennr’s platform. As Kumar put it, “I can’t say enough good things about the Tennr team.”
Six weeks in, orders are moving faster, the team is leaner, and the backlog that once ate into revenue is gone.
What's next
Putting more of the operation on rails
Noctrix is expanding its operations further into Tennr: automated eligibility and benefits checks, ensuring each order meets payer requirements before it ships, and running their inbound and outbound calls with patients and providers through Tennr.
With the expansion, the goal remains the same: catch problems before they become backlog, keep staff on patient care instead of paperwork, and continue growing order volume without growing the team.