MMRO builds a scalable, compliant support system with Desk365

About MMRO

Managed Medical Review Organization (MMRO) is a provider of independent medical reviews and objective disability claim review services to ensure clinically accurate and credible claim determinations. They help insurance companies and others in the health care industry validate and settle claims.

Read more here: https://www.mmroinc.com/.

Healthcare

Industry

7

Agents

IT support and Patient Support

Departments

The Challenge

MMRO serves as a neutral third party in handling medical and disability claim reviews, dealing with sensitive Protected Health Information (PHI) and bound by strict compliance standards like URAC and SOC 2 Type 2. The team needed a helpdesk system that could serve dual purposes: managing internal IT and operational service requests and handling patient inquiries and secure document uploads. While they were previously using Zendesk, the platform lacked the flexibility, reporting depth, and customization needed to support these diverse workflows and compliance-driven recordkeeping.

The Solution

MMRO switched to Desk365, initially for our SOC 2 compliance, customizable ticketing, and ease of reporting. The team has a unique set up where they’ve implemented two separate Desk365 environments: one for internal IT and staff support, and another tailored for patient interactions.

Switched from: Zendesk

Zendesk lacked the flexibility and customization MMRO needed to manage both internal IT and patient-facing workflows. With Desk365, they gained a more adaptable platform—one that supports HIPAA-compliant forms, customizable ticket types, and effortless reporting, all in a user-friendly interface tailored for healthcare operations.

The internal system supports ticket types for access management, system changes, and internal approvals. The patient-facing portal allows patients to securely upload medical records and submit questions, with clear ticket types and minimal friction.

"The number one thing I would say is reducing the amount of time it takes us to fix a problem.”

Robin Bemis, Manager, Business Administration

With 7 agents split across the two helpdesks, MMRO used Desk365 to streamline workflows, reduce SLA violations, and eliminate delays caused by incomplete ticket submissions. Custom ticket templates with required fields ensure agents receive all necessary information upfront, allowing for faster resolutions and increased compliance visibility. They even retired SLA alerts after improving efficiency so significantly.

The Desk365 difference

For MMRO, Desk365 wasn’t just a helpdesk—it became a system of record. With highly customizable fields and categories, MMRO built a solution tailored to both audit readiness and patient service delivery. Robin details a few standout features:

1. Customizations

Desk365 offers a powerful combination of deep customization and ease of use. For MMRO, this meant being able to tailor the platform to meet their exact operational and compliance needs without relying on technical support or lengthy setup times.

2. Admin tools

The intuitive admin interface allows teams to configure workflows, create new ticket types, and adjust settings within minutes. Unlike other systems that offer customization but require complex setup or training, Desk365 makes it accessible and efficient. This flexibility has been essential for MMRO in aligning the helpdesk with their internal processes and regulatory requirements.

"Unlike other systems where customization is possible but hard to figure out, Desk365 makes it simple. “We can set up a brand-new ticket type in just a couple of minutes."

3. Customer service

Desk365’s customer service has been a key differentiator for MMRO. The team consistently finds support to be responsive, approachable, and open to feedback—creating a more personal, collaborative experience than typical software providers. This strong partnership has reinforced their confidence in the platform.

Robin noted. “You listen, you're responsive, and Desk365 has become an essential part of our operations.”

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MMRO builds a scalable, compliant support system with Desk365

About MMRO

Healthcare