Case Study: HeartFlow scales support 600% and cuts reply time 70% with Zendesk

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

HeartFlow is a healthcare technology company founded in 2007 that uses deep learning and cloud-based analysis to create non‑invasive, patient‑specific 3D models of coronary arteries, helping doctors assess blood flow without catheters. As the company scaled its FDA‑cleared and widely reimbursed service (used by tens of thousands of patients), teams struggled with disparate support platforms, complex hospital integrations, secure imaging data handling, and the need for coordinated, human-centered support across sales, engineering, clinical implementation, and customer success.

HeartFlow consolidated customer interactions on Zendesk (Support and Talk), built custom apps and API integrations, and introduced proactive workflows (including quick texts to resolve CT quality issues and a dedicated patient phone line). The new system centralized feedback for engineering, improved collaboration across teams, and raised CT acceptance rates to over 90%. Since implementing Zendesk, ticket volume rose 600% while reply times fell 70% (average response ~30 minutes), enabling faster, more personalized support and continuous product improvements without hardware upgrades.

HeartFlow

Chris Manuel

Leads Customer Support Team