The Challenge

PHSC initially expected traditional CRM functionality, but their real need was far more complex: they wanted to link secure patient charting with a platform that could communicate with families before visits, during treatment, after treatment, and even when a family chose not to move forward. They needed a compliant way to store and share charting and also wanted the system to assist clinicians by functioning as diagnostic support software.

PHSC had already invested heavily in an overseas consultant, but the engagement stalled due to poor communication and a lack of vision. The core question became: how far could Zoho be customized in a HIPAA-compliant way, and could it truly support clinical workflows at scale?

“So, the challenge was – How do they customize Zoho in a HIPPA-compliant way, and just how far can they take it?” – Stephen Watterson, COO / General Manager, Pediatric HeadShape Clinic

Why It Mattered

In healthcare, operational inefficiency directly impacts patient experience. PHSC needed a system that could reduce staff burden, standardize care processes, and ensure families received accurate, timely communication—without relying on manual follow-ups or weekend staffing. They also needed a repeatable model for expansion: a “cut and paste clinic” system that could be deployed to new locations quickly, with staff trained in weeks instead of months.

The Zenatta Solution

After meeting the Zenatta team at a Zoho One conference in Texas, PHSC engaged Zenatta to rebuild confidence in the platform and implement a workflow-driven system built for clinical operations. Zenatta designed a solution that combined automation, guided processes, secure file handling, and scalable clinic management—centered around a custom application framework.

• Workflow-driven family communication: Zenatta implemented sophisticated automated flows to send families the right information at the right time—before visits, during treatment, and after follow-ups. This enabled “touch of a button” communications and helped PHSC operate lean while saving staff hours each week.
• Email-to-fax and templated outreach: Zenatta modernized fax-based workflows by enabling fax-to-email style processes and mass template delivery, making an archaic channel usable at scale while maintaining clinical communication needs.
• Patient charting and diagnostic support: PHSC’s system evolved beyond storage. Through structured workflows, surveys, and automation, the platform became something the team relied on for clinical process support—making it easy to publish and share outputs with families and referral partners within seconds.
• Guided staff workflows with surveys and automation: By using Zoho Survey and automation, PHSC built step-by-step guided processes that made training easier and improved consistency across staff members and locations.
• Order processing modernization: Zenatta replaced a staff-heavy order process with patient-driven approvals and automated processing. Families could approve orders on their own time, deadlines were protected, and completed approvals could route downstream for manufacturer processing.
• Scalability and franchise-style tooling in Creator: Based on the hour log, Zenatta continued expanding PHSC’s Zoho Creator “Franchise App” over time, including:
  • External clinic and referral directory workflows (search, outreach, navigation, reporting).
  • WorkDrive connection updates and file migration to a new WorkDrive organization/data center.
  • Patient sharing controls to prevent unauthorized access.
  • PDF and Zoho Sign enhancements (signature merge, template visibility, improved document handling).
  • Patient intake and assessment enhancements including growth chart logic and calculated values.
  • Analytics reporting for referral performance and operational KPI dashboards.

“Zenatta has completely made Zoho a game changer for the way we operate. We now have the ability to scale up overnight. We can train our staff within weeks vs months previously.” – Stephen Watterson, COO / General Manager, Pediatric HeadShape Clinic

Results

With Zoho configured for clinical operations, PHSC gained a system that supported increased workload while improving patient experience and internal efficiency. Automation reduced reliance on weekend staffing, staff were able to operate with guided processes, and leadership gained confidence that expansion would not break operations.

• Improved patient and family experience with automated, workflow-driven communications.
• Enabled secure charting and streamlined sharing of patient outputs with families and referrals.
• Reduced staff load through templated messaging, fax modernization, and automated workflows.
• Modernized order processing so patients could approve on their schedule and routing could happen automatically.
• Created a repeatable operating model that can be deployed to new clinics quickly.

“In short, again – we’ve been able to easily handle the increased workload. It’s fair to say that Zenatta has got Zoho performing in a way that has absolutely made us better in an industry that is used to doing this minimum. Sometimes in medical you ‘get what you get’. What Zenatta has done has absolutely increased our business.

What we have now is a cut and paste clinic. We can go anywhere overnight and have staff trained up in weeks. It feels good.

Overall, Zenatta has set Zoho up in such a way that we can operate lean, efficient and we look good doing it. The money we’ve put towards this project would not even equal one staff member’s annual salary that we would have needed to assist with all these actions – and we would need several staff members at this point to do what Zoho does (Zenatta built).”

– Stephen Watterson, COO / General Manager, Pediatric HeadShape Clinic