60% Reduction in
Support Tickets.

Four clinics. Four inboxes. No visibility.

A multi-clinic healthcare group operating across four locations in Australia was managing all patient enquiries through individual clinic email inboxes. There was no shared system, no SLA, and no way for the operations director to see how many enquiries were outstanding, how long they'd been waiting, or which clinic was struggling.

Patients were falling through the gaps. A patient who emailed one clinic, called another, and used the website contact form would generate three separate enquiries — with no connection between them. Staff were spending 2–3 hours each morning just triaging their inboxes before they could begin responding. Urgent enquiries weren't being identified or escalated.

Unified intake. Intelligent routing. Human escalation.

We mapped every channel patients were using to contact the clinics — website form, direct email to each clinic, phone (handled by a receptionist who logged calls manually), and social media. The goal was to route every channel into a single Zoho Desk environment while preserving the ability of each clinic to see only its own tickets by default, with ops leadership seeing everything.

Classification rules were designed with the clinical team — distinguishing appointment enquiries, clinical questions, billing queries, and complaints — so that routing and SLA rules could differ by category. Urgent clinical keywords triggered an immediate escalation flag and a 1-hour SLA breach alert.

One system. Four clinics. Full control.

• —

  Zoho Desk deployed with separate departments per clinic, unified ops view for leadership, and custom SLA rules by enquiry type

• —

  All 4 clinic email inboxes, website contact forms, and social channels routed into Zoho Desk — zero channel left outside the system

• —

  AI-assisted ticket classification using Zia to detect enquiry type, urgency keywords, and duplicate patient contacts

• —

  Patient self-service portal with appointment request forms, FAQ articles, and status tracking — deflecting 60% of repeat enquiries

• —

  Zoho CRM integration linking patient tickets to contact records, so any staff member could see a patient's full history across all clinics

• —

  Weekly automated reports to ops leadership: ticket volume by clinic, resolution times, SLA breach rate, and top enquiry categories