Case Study: Hearing Clinic Company (48 locations) achieves standardized, efficient internal request intake and centralized visibility with OneDesk

How an Internal Marketing Team uses OneDesk to serve 48 Hearing Clinics

Hearing Clinic Company’s marketing team, which supports 48 clinic locations, needed an internal-facing ticketing solution because their project management tool couldn’t take in or triage requests from individual clinic owners and other departments. They turned to OneDesk for a helpdesk/ticketing system — chiefly the OneDesk customer portal and webforms — to standardize communication and integrate with their existing software.

OneDesk implemented email logging plus a customizable customer portal with webforms to capture required fields up front, Status Board/Kanban views, custom due-date fields, team-level permissions and an embeddable messenger for intranet access, with Zapier integrations for further connectivity. The outcome was a centralized intake for requests from all 48 clinics, consistent, trackable workflows and improved visibility and triage, creating a platform the marketing team can extend to other departments — all managed through OneDesk.