Healthcare-grade support at scale — with zero compromise.

How Medisio brought HIPAA-compliant support to scale, cut ticket handover times in half, and improved collaboration across clinical and technical teams.

Medisio offers EHR software to clinics across North America. With sensitive data at stake, they needed a support solution that was not only fast but also secure and compliant. Their existing setup was a mix of email chains and shared docs, which created risk and confusion as the company grew.

“Our clients trust us with critical health data — and our support had to reflect that same level of trust.”
Charlotte Hayes, Customer Operations Lead

🔍 The Challenge

Medisio’s support requests often contained PHI (Protected Health Information), requiring strict compliance protocols. But without a centralized system, agents often had to piece together fragmented conversations — creating delays and compliance exposure.

“We were stitching together context manually. It was risky and inefficient.”
Charlotte Hayes

✅ The Solution

Relay’s enterprise-grade security and permission settings made it possible to manage sensitive support cases without compromising compliance. Role-based access, audit trails, and end-to-end encryption ensured safety — while the unified workspace improved agent speed and accuracy.

“Relay gave us the structure we needed, without the red tape. It just works.”
Charlotte Hayes

📈 The Results

  • 🔒 HIPAA-compliant support flow
  • 50% reduction in ticket handover time
  • 🧾 Automatic documentation for all ticket interactions
  • 🧑‍⚕️ Faster coordination between clinical and technical teams

“Relay helped us maintain the gold standard of healthcare support — at startup speed.”
Charlotte Hayes

💬 What’s Next

Medisio is working on expanding Relay into their onboarding and compliance training workflows, ensuring every new clinic starts with the same high level of support.

“Relay will be part of every clinic’s first week with us. That’s how important it’s become.”
Charlotte Hayes

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