Case Study: One Medical achieves faster, data-driven internal support to better serve members with Zendesk

One Medical uses Zendesk's cutting-edge CX to improve productivity and compliance

One Medical, a membership-based primary care provider with more than 70 offices and 1,300 employees, set out to modernize care by pairing technology with human-centered service. The company’s in-house electronic health record (EHR) is mission-critical, and a 14-person support team needed to deliver fast, reliable internal IT, HR, and operations help to administrative assistants and clinicians handling urgent scheduling, prescriptions, and billing issues.

One Medical deployed Zendesk Support and Guide plus marketplace apps, ticket forms, macros, and a community forum to centralize requests and surface trends. Agents handle roughly 2,000 tickets monthly, maintain an 80% adherence to a median two-hour resolution time, and resolve about 60% of tickets the same business day; analytics also drove workflow improvements (for example, an EHR button to eliminate manual refunds), improving productivity, reducing repeat issues, and helping staff deliver timelier care.

One Medical

Ian Wolfley

Manager of Product and Technology Support