Case Study: Fullscript saves 355 workdays and maintains 95.2% CSAT with TextExpander

Fullscript saves 355 workdays a year with TextExpander while maintaining 95.2% CSAT

Fullscript, a healthcare platform supporting over 125,000 providers, faced a critical challenge when its previous text expansion tool, Magical, introduced AI features that were incompatible with strict HIPAA data requirements. The company needed a fast and secure replacement to maintain compliance without sacrificing agent efficiency and morale across its 125-agent support team handling 710,000+ annual customer interactions.

The solution was TextExpander, which provided secure SSO, fill-in variables, and simple keystroke expansion. This allowed Fullscript to maintain brand consistency with organizational snippets while giving agents personal snippets for flair. The results were substantial: from 2025-2026, the team expanded 455,358 snippets, saving an estimated 2,680 hours (355 workdays) while maintaining an impressive 95.2% customer satisfaction score.

Fullscript