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Hoag Health reduces resolution time by 86% with Zendesk
After Hoag’s HR department replaced its Microsoft Outlook-based processes with Zendesk Suite, it decreased ticket resolution times by more than 86 percent, and its CSAT score jumped 13 percent to 97 percent. With newfound visibility, automations, self-service tools, and data insights, HR isn’t just supporting the organization—it’s become an invaluable business partner.
![Hoag Health](https://d1eipm3vz40hy0.cloudfront.net/images/Customer+Stories+/Hoag Health/Hoag_Hospital_Resize.png)
"The shift to a proactive HR approach marks a transformative step in how we anticipate and meet the evolving needs of our employees."
Michael Krug
Vice President of Human Resources at Hoag Health
“Employees now have tools they never had before. And we get back the gift of time, so we’ve been able to tackle larger projects and focus on more complex issues.”
Tiffanie Duong
Human Resources Manager at Hoag Health
HR agents on Zendesk
70
Monthly tickets
6,500 - 7,200
Employees
9,000+
Knowledge Base articles
730
73%
AI agent resolution rate
86%
Decreased resolution time
97%
Employee CSAT score up from 86%
~88%
Reduced instances of fines
Hoag Health is a not-for-profit healthcare network in Orange County, California. It runs three hospitals, 15 urgent care centers, and nine health and wellness centers. In 2023, Hoag was named the top hospital in Orange County by U.S. News & World Report.
Hoag employs around 9,000 people, from physicians to nurses to executives, who turn to the Solution Bar and Physician Services team in the HR Service Center for direct access to support.
Struggling with a color-coded inbox
When Human Resources Manager Tiffanie Duong joined Hoag seven years ago as an HR Coordinator, the company managed employee queries using a shared Microsoft Outlook inbox and a rudimentary color-coding system.
Outlook provided zero visibility into case ownership, so agents had to comb through emails and manually claim them using colors. If an email wasn’t claimed quickly enough, multiple people responded to it, duplicating efforts. And because there were so many folders, tracking and filing inquiries was tedious, time-consuming, and error-prone.
Using Outlook to manage HR-related tickets wasn’t just inconvenient; it exposed Hoag to risk. Important communications—like those about employee separations and final paychecks—could get overlooked which, if not managed correctly, can result in steep fines for noncompliance with state laws. As the company expanded, relying on Outlook to scale its HR services center became increasingly impractical.
Switching to centralized case management
Hoag tested several self-service portals and ticketing systems, and concluded that Zendesk Suite best fit their needs.
Zendesk gave Hoag a centralized system with crystal-clear visibility into every task and who’s handling it. Employees can submit requests through their preferred channel. New self-service and automation tools let employees get answers without relying on HR, and busy physicians can access support from their mobile phones. None of this was possible using a shared email inbox.
The new levels of convenience and efficiency have propelled Hoag’s CSAT score from 86 percent to 97 percent.
![Hoag Health](https://d1eipm3vz40hy0.cloudfront.net/images/Customer+Stories+/Hoag+Health/nurses+on+computer.png)
Cutting resolution times in half
Today, 70 HR agents use Zendesk to handle 6,500 to 7,200 monthly tickets. Duong’s team manages 75 percent of that volume, closing tickets in an average of 24 hours, down from two to three days. Most tickets are resolved in just five to ten hours.
Duong credits much of this efficiency to Hoag’s Solution Bar, a mobile-friendly, permissioned knowledge base of 730 articles where employees, executives, and HR personnel can find information relevant to their roles.
“We have SOPs (standard operating procedures) and internal articles for agents and the greater HR team,” explains Duong. “So, if an agent needs to get back to someone but isn’t sure how they just open an SOP. They don’t have to wait for help. It definitely speeds everything up.”
What’s more, the company’s systems and processes via Zendesk are very scalable, allowing it to upskill, cross-train, and develop new people in its HR service center.
Deploying AI-powered self-service
Hoag took employee direct access service one step further by rolling out an AI agent. The AI agent pulls information directly from the Solution Bar to instantly answer employees’ questions, sparing HR agents from routine and repetitive queries.
Of the 623 employees who recently interacted with the AI agent, only 171 were escalated to a human agent, resulting in a 73 percent resolution rate.
“Employees now have access to tools they never had before,” says Duong. “And we give back the gift of time, so we’ve been able to tackle larger projects and focus on more complex issues.”
Prioritizing urgent requests
Hoag handles time-sensitive requests promptly using automation features, like triggers. For example, by creating triggers to flag keywords like resignation, separation, and termination, the HR services team slashed instances of late separation fines by about 88 percent.
The team also set up triggers for ‘harassment’ and ‘discrimination,’ so it could immediately notify employee relations. Since the hospital operates 24/7, after-hours alerts are in place to address employee emergencies. And executive requests are automatically prioritized to help take swift action.
“The moment those tickets come in, we’re on it,” says Duong. “Instead of combing through emails, urgent tickets are clearly marked and go straight to the people who can take care of it.”
![Hoag Health](https://d1eipm3vz40hy0.cloudfront.net/images/Customer+Stories+/Hoag Health/Hoag_OR_Stocksy.png)
Creating a data-driven culture
With metrics reporting from Zendesk, Hoag gets the insights it needs to improve service—whether it’s adding more automation or training staff. For example, a high volume of one-touch tickets can signal opportunities to automate certain queries using the AI agent, triggers, or macros.
Duong also acts on individual CSAT ratings by coaching agents or sharing positive feedback to boost morale. And after talking to business leaders across the organization, the team built targeted reports to provide insight into issues like where to invest in training and how to best support employees. It’s a two-way data feedback system that ultimately benefits everyone.
“Data is only as valuable as the action you take from it,” says Duong. “Before, we had no way to track or measure these things. Now, we’re not just supporting the organization—we’re better partners.”
Michael Krug, Vice President of Human Resources, states that the HR team has accomplished much since implementing Zendesk. However, it’s just scratching the surface of its full suite of product offerings and capabilities.
“At Hoag, the shift to a proactive HR approach marks a transformative step in how we anticipate and meet the evolving needs of our employees,” says Krug. “With data-driven insights from Zendesk, we’re not only identifying opportunities to automate and streamline workflows but also uncovering trends that empower us to act before challenges arise.”
Embedding Zendesk across the organization
Hoag recently deployed Zendesk Messaging to automate responses to employees’ common questions to prepare for high-demand periods like open enrollment. The aim is to reduce the team’s workload during the busiest time of the year.
With an integration planned for Zendesk agent copilot and Microsoft Teams, Hoag wants to embed Zendesk even more deeply.
Duong was clear when asked about advice she’d share with other HR teams considering Zendesk: “Zendesk isn’t just a ticketing system. It’s a powerful tool for any team willing to dive in and find out what it can really do. I’m excited about the possibilities. Zendesk doesn’t limit us.”