How Medisio brought HIPAA-compliant support to scale, cut ticket handover times in half, and improved collaboration across clinical and technical teams.
“With Relay, our clinical support team operates like a high-performance unit. Everything is streamlined, compliant, and fast.”
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
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
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
“Relay helped us maintain the gold standard of healthcare support — at startup speed.”
— Charlotte Hayes
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
Join the companies using Relay to elevate their customer support experience.