Case Study: HeartFlow achieves over 90% CT acceptance and faster support with Zendesk Talk

How HeartFlow is using deep learning and data—and very human support—to help save lives

HeartFlow, a medical technology company that provides a non‑invasive 3D cardiac diagnostic service, needed to replace multiple disparate support platforms to scale customer success across hospitals and clinical teams. The organization required secure data storage, tighter internal collaboration, and faster channels to resolve technical CT‑scan issues and capture clinician and patient feedback — so HeartFlow selected Zendesk Talk (along with Zendesk Support, Explore, and Sunshine) to centralize communications and support workflows.

Using Zendesk Talk for phone/SMS triage and Zendesk Support with custom apps, conditional forms, and API integrations, HeartFlow automated routing, captured actionable feedback for its deep‑learning models, and rapidly notified hospitals when CT data needed retakes. The Zendesk Talk‑enabled solution helped push CT acceptance rates over 90%, increased ticket volume 600% while reducing reply time by 70% (average response ~30 minutes), and provided company‑wide visibility to drive continuous product and clinical improvements.

HeartFlow

Tim Fonte

Vice President of Customer Success