Healthcare
Support & ops dashboard
−40% resolution time · unified customer view
The challenge
Support reps were switching between four separate tools — Intercom, an internal CRM, the billing system, and a shared spreadsheet — just to resolve a single ticket. Average resolution time exceeded 48 hours. The manual steps introduced compliance risk: overrides and refunds were applied without an audit trail, which created problems during their HIPAA review.
What we built
We built a unified support panel that pulls account data, subscription status, usage history, and open tickets into a single view. One-click refunds, plan overrides, and credit adjustments are all logged automatically with the agent ID and timestamp. Role-based access ensures only authorized ops staff can apply changes above defined thresholds.
- Single customer view: account, subscriptions, usage, and full support history
- Ticket triage, assignment, SLA tracking, and escalation workflows
- Refunds, credits, plan overrides, and one-off adjustments with approval trails
- Role-based access and audit logs for compliance
Results
- −40% average ticket resolution time (48 hours → 29 hours)
- Support team handles 35% more tickets per agent per day
- Full audit trail on every override — zero compliance findings in the last two HIPAA reviews
- Onboarding time for new support agents cut from 2 weeks to 4 days