Case Study: Fullscript achieves scalable omnichannel, HIPAA‑compliant customer support with Zendesk

Fullscript selects a Zendesk omnichannel solution to scale as it grows

Fullscript is an Ottawa‑based healthcare technology company that helps medical practitioners set up online dispensaries and ship professional‑grade supplements to patients without holding inventory. After growing GAAP revenue over 2,000% in three years, the customer success team—about 20 agents handling roughly 33,000 tickets a month—needed to replace disparate channel tools, meet strict HIPAA requirements, and scale quickly as headcount was expected to grow up to fourfold.

In July 2017 Fullscript implemented Zendesk Support, Guide, Chat, and Talk as a single omnichannel platform. The HIPAA‑compliant solution centralized tickets and reporting, accelerated agent onboarding (two days on Zendesk), enabled a generalist support model across email, chat, and phone, and gave product teams instant customer feedback. The result: unified data and cross‑department queues, a rising live‑chat channel (about 13k chats/month and +4% month‑over‑month), simplified reporting, and a scalable foundation for continued growth.

Fullscript

Marcus Sinclair

Head of Customer Success