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Customer Story

MBPros handles billing for medical practices across the US

Medical Billing Professionals use Deskpro to provide customer support for their clients.

1995

FOUNDED

100+

PRACTICES SERVED

4

AGENTS

Location

Royersford, Philadelphia

Deployment

Cloud

Industry

Medical Finance

Website

mbpros.com

The Challenge

Steven Zats, Owner of MBPros, needed a helpdesk solution that would enable his team to work efficiently to answer their clients’ tickets whilst also being HIPAA compliant. When he began searching for a helpdesk solution 7 years ago he came across Deskpro online: “It’s worked really well for our purposes. We needed some customization which Deskpro was able to help us out with and the support was great.”

Steven explains how Medical Billing Professionals “deals with healthcare, so HIPAA is extremely important” for them in the States and a helpdesk software that could handle that was their main priority.

The Solution

To meet HIPAA compliance, MBPros cloud instance needed to be customized. “The customization meant only generic email notifications are sent out to indicate a ticket has been created. So an agent has to log in to see the specifics of the ticket.” This customization meant that a cloud deployment could meet Medical Billing Professionals’ helpdesk needs.

The Benefits

In addition to being HIPAA complaint, MBPros find several features of the ticketing interface especially helpful for their day to day work. Steven explains how he uses SLAs to keep track of his teams’ performance. “If people don’t respond to a ticket within so many day they get one notice, if they don’t respond in so many more days they get another notice.”

Steven also finds that the customer support team are efficient and communicative: “When we’ve raised issues, the Deskpro support team have either been able to correct it immediately or they give us a time frame for a resolution. And it is fixed within that time and they follow up and notify us about it.”

The Future

Steven and his team have had positive experiences with Deskpro so far, and they look forward to using their helpdesk in their day to day operations: “I’m very happy with Deskpro. I have no interest in switching to anybody else.”

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