Patient questions about appointments, billing and prescriptions were arriving in Outlook. The team answering them sits in the Philippines. Here’s how a Zendesk implementation put every enquiry in one queue and got the team confident enough to run it themselves.
| Industry Healthcare clinic services | Location Australia, with member services overseas |
| Team Member Services | Product user Zendesk Professional |
Who they are
My Weight Loss Clinic supports patients through a clinical weight management program. Its Member Services team handles the day-to-day around that care appointment changes, billing questions, prescription queries and general support working alongside the practice management system that holds patient records.
The team works from Pampanga in the Philippines, supporting patients in Australia.
The problem: Outlook was never going to scale
Patient enquiries were being handled in Outlook. That’s a familiar starting point, and it works for a while until it stops.
In a shared inbox, nobody can see who has picked up what. There’s no way to tell an urgent prescription question from a routine billing query, because they look identical in a list of unread email. Nothing escalates on its own; it escalates when someone notices. And when a manager asks how the team is tracking how many enquiries came in, how fast they were answered, what patients are actually asking about there is no honest answer available, because email doesn’t keep that record.
For a clinic, that last point matters more than it sounds. Not knowing what patients are asking about most often means not knowing what to fix.
There was a second problem sitting alongside it. The team was remote, working across a different time zone to the business, on a tool that gave them no shared view. Whatever replaced Outlook had to be something they could genuinely own not a system imposed from Australia that they’d work around.
What changed
Gravity CX ran a Zendesk implementation and built the desk around how the Member Services team actually works.
One queue for every patient question · Enquiries arriving by email, phone, web form or social all land in the same place, as tickets the team can see, own and track. No more guessing whether a colleague has already replied.
Priority that matches urgency, not arrival order · Response commitments are set by enquiry type, so appointment, billing and prescription questions are treated according to what they actually are and anything needing a clinician or manager has a defined path upwards instead of relying on someone spotting it.
Answers patients can find themselves · A help centre replaces the old FAQ section, with articles the team can point to or patients can find on their own plus an internal knowledge layer so the team answers consistently, whoever picks up the ticket.
Visibility the clinic never had · Enquiry volumes, response times and the actual mix of what patients ask about are now reportable turning a black box into something the business can manage.
The part that mattered most: training the team that would use it
A support desk is only as good as the confidence of the people working in it, and this team was being asked to change the tool they’d used every day. So the implementation didn’t end at configuration.
Gravity CX ran a full onboarding session with the Member Services team walking through the workspace, how tickets move through their statuses, where to find a patient’s history, how to use saved replies for the questions that come up constantly, and how to pull the reporting themselves rather than requesting it.
Practical things got settled in that session that would otherwise have become months of friction: which ticket statuses were unnecessary and should be switched off, how long a patient has to reply before a ticket closes for good, and why selecting the right enquiry type at the start is what makes the reporting trustworthy later.
The team then had 30 days of direct access to Gravity CX after going live the window where real questions surface and a new system either sticks or quietly gets abandoned.
The Result
One queue
replacing a shared Outlook inbox, with clear ownership of every patient enquiry
Full team
onboarded and working in Zendesk, trained in the workspace.
30 days
of hands-on support through go-live, when the real questions surface
Self-service
help centre standing in for the old FAQ, so routine questions don’t need a person
In their own words
“Working with Gravity CX to implement Zendesk was an absolute pleasure. Their expertise and hands-on approach ensured a smooth onboarding process for our team at My Weight Loss Clinic. The support and training provided were outstanding, and the team was always responsive and professional. I highly recommend them for their exceptional service and dedication to client success.”
Sean Edwards, Member Service Manager, My Weight Loss Clinic
About Gravity CX
Gravity CX is Australia’s trusted Zendesk partner. We specialise in setup, improvement and ongoing support for customer experience teams helping businesses get more from Zendesk, and get there quickly. Book a free consultation to learn how we can help your team.
