Case Study: Omada Health achieves 95% CSAT and faster support resolution with Zendesk

Omada Health taps Zendesk for internal and external support

Omada Health, a San Francisco–based digital care company that helps prevent and manage chronic conditions like Type 2 diabetes, needed to scale support across four teams serving participants, employer and healthcare customers, health coaches, and internal IT. Their legacy helpdesk struggled with poor voice integration, limited reporting, and unreliable custom integrations that forced agents to spend minutes identifying callers and made it hard to meet customer and partner reporting requirements.

Omada replaced its legacy system with Zendesk Support, Guide, and Talk, using APIs and Professional Services to integrate participant records, phone, ticketing, and application workflows. Identification time per contact dropped from about two minutes to seconds, new reporting and call recording enabled SLA prioritization and remote work, and a unified application/ticket flow improved transparency. Results include handling 6,000+ monthly contacts, 95% first-touch phone resolution (85% across all channels), 95% CSAT for patient support, and streamlined self-service and knowledge bases.

Omada Health

Bill Dougherty

Vice President of IT and Security