Case Study: American Oncology Network scales cancer care support with Freshservice from Freshdesk

American Oncology Network implements Freshdesk in 30 days and cuts response times to 3 minutes

American Oncology Network (AON), a nationwide managed services organization for community cancer care, faced significant challenges scaling its IT support with a rigid and expensive legacy platform. This system required dedicated staff to maintain and could not keep pace with AON's rapid growth, risking disruptions to critical patient care across its network of over 100 cancer clinics. To address this, they turned to Freshdesk's Freshservice platform.

By implementing Freshservice, AON created a unified service management platform that streamlined onboarding for new clinics and integrated monitoring for faster response times. The solution resulted in a 4.89 CSAT score, SLA compliance above 96%, and the ability for a lean team to support the entire organization's growth. Freshdesk's platform proved critical during a hurricane, enabling AON to quickly restore connectivity and ensure uninterrupted cancer treatment for patients.

American Oncology Network