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Why Breakthroughs Start in Support
How AbbaDox turns frontline feedback into scalable solutions for imaging centers
The Challenge: Treating Support Like a Cost Center
Imaging organizations rely on support teams every day, but too often, support is measured only by ticket volume and handle time. When that happens, powerful signals get lost:
Repeated workarounds that reveal broken workflows
Time-draining manual steps no one "owns" to fix
Missed opportunities to turn feedback into new product
As Gabriela De Leon explains, support is the front line of the business. Her team hears every pain point, every win, and every "I wish the system could just…" long before it shows up in a roadmap.
The Solution: Support-Led Innovation at AbbaDox
At AbbaDox, Support & Implementation work hand in hand with Product and Interoperability to turn real-world issues into scalable solutions. Instead of just closing tickets, the team looks systematically at patterns, outcomes, and opportunities to automate.
How AbbaDox turns support into a growth engine:
Listening for patterns, not just problems
Tickets are analyzed across clients to spot recurring friction, from fax delays to billing denials.
Using AI to augment every interaction
Frontline AI like Abby answers basic questions, triages issues 24/7, and creates rich, prioritized tickets. Voice AI surfaces similar tickets and knowledge articles in real time for agents.
Empowering "super users" with self-service tools
A configurable settings area and 100+ tools let clients manage forms, workflows, and actions themselves. With the right training, one customer reduced day-to-day configuration tickets by roughly 90%.
Validating solutions in real workflows
Gabriela and her team regularly go on-site to see how CareFlow is used across roles, schedulers, technologists, radiologists, billing, and more. Ensuring solutions work in the real world, not just on paper.
Real Results for Imaging Centers
Case Study
From fax piles to Fax AI
What started as a few tickets about fax delays grew into Quick Sort, and eventually Fax AI, a workflow that reads, sorts, and routes faxes automatically. Clients save hours of manual sorting, avoid lost referrals, and keep patients moving through the system.
Case Study
Standing up a full workflow in under 24 hours
When one site suffered a cyber attack, they needed a new end-to-end workflow immediately to avoid turning patients away. Support, Implementation, and Interoperability worked together to deploy AbbaDox CareFlow within hours. The client stayed operational, regained control, and later chose to keep AbbaDox as part of their long-term strategy.
Case Study
Catching billing errors before claims go out
Another client was struggling with a high volume of claim denials. Working from their tickets, the team designed a billing review workflow that validates key data (like addresses, zip codes, and payer-specific requirements) the moment a report is signed. Now, missing details are flagged before claims are sent downstream, protecting revenue and reducing rework.
From the Front Line
We are the frontline of the business. We hear the clients' pain points, we hear their wins, and instead of just closing tickets, we look for patterns and take that back to the product team so we can build a better product around what clients actually need.
— Gabriela De Leon, VP of Support & Implementation at AbbaDox
Ready to See Support-Led Innovation in Action?
Join imaging centers adopting AbbaDox CareFlow to deliver faster results, reduce admin burden, and keep patients engaged at every step.
