In a world where digital transformation is redefining how businesses operate, particularly in regulated industries like healthcare, ensuring data security and compliance is more crucial than ever. Organizations are under increasing pressure to integrate modern technology into their workflows while remaining compliant with stringent regulations. That’s why the announcement that Kustomer is now officially HIPAA compliant is a major milestone—not just for Kustomer, but for every healthcare organization, pharmaceutical company, and public agency looking to elevate their customer service while safeguarding sensitive health information.

Understanding HIPAA and Why It Matters

The Health Insurance Portability and Accountability Act (HIPAA)—along with its companion, the Health Information Technology for Economic and Clinical Health (HITECH) Act—was enacted to ensure the confidentiality, integrity, and availability of protected health information (PHI). These federal laws set the standard for how healthcare information should be handled, especially in a digital ecosystem. For any business that touches healthcare data, HIPAA compliance is not optional—it’s a legal requirement and a trust imperative.

With the healthcare sector rapidly adopting cloud-based technologies and customer experience (CX) platforms, HIPAA compliance has become a baseline expectation. Enter Tollanis Solutions and Kustomer, a dynamic partnership built on trust, innovation, and delivering people-first customer experiences.

Tollanis + Kustomer: A Secure Path to Next-Gen Customer Management

Tollanis is proud to partner with Kustomer, an industry-leading customer management platform trusted by modern enterprises. Our collaboration is focused on enabling businesses to deliver personalized, seamless, and compliant experiences across every touchpoint. By aligning with HIPAA, Kustomer now opens new possibilities for organizations in healthcare, life sciences, and public service to manage customer data responsibly—without sacrificing performance or flexibility.

Kustomer has always aimed to provide a robust, intuitive CX platform designed for modern businesses. Now, that same platform is HIPAA-ready, helping customers not only manage support operations but also meet regulatory standards with confidence.

The Road to Compliance: Kustomer’s HIPAA Journey

The path to HIPAA compliance didn’t happen overnight. Back in 2018, Kustomer initiated a comprehensive company-wide HIPAA compliance program. The goal was to future-proof its platform for regulated industries and empower healthcare organizations to deliver high-quality customer service while adhering to legal and ethical standards around PHI.

Recognizing the growing demand for cloud-based, secure customer service platforms, Kustomer committed to making its environment safe for managing sensitive data—particularly PHI. With the April 1, 2019 rollout of HIPAA-compliant capabilities, Kustomer officially became a go-to CX solution for enterprises operating under HIPAA’s jurisdiction.

What’s Included in HIPAA Compliance?

With this update, Kustomer is offering HIPAA compliance via a Business Associate Agreement (BAA)—a legal document required under HIPAA rules when a service provider handles PHI on behalf of a healthcare organization.

Through the BAA, Kustomer and its customers agree to uphold the responsibilities and obligations required under HIPAA, including proper data handling, breach notification, and risk management. However, it’s important to note that Kustomer and Tollanis do not collect, store, or process PHI as part of normal business operations. Instead, the platform provides security features and configurations that enable HIPAA-subject organizations to safely manage PHI when needed.

Kustomer supports HIPAA compliance for customers on the Ultimate and Enterprise plans, making it an ideal solution for larger organizations that need advanced controls and customization.

What Does This Mean for You?

If your organization handles protected health information and needs a customer service platform that’s secure, scalable, and compliant, Kustomer now meets those requirements. Here’s what you need to know:

• Availability: HIPAA configuration is available from April 1, 2019.

• Eligible Plans: Only customers on the Enterprise and Ultimate Kustomer plans will have access to HIPAA-compliant features.

• BAA Requirement: Any organization that handles PHI must sign a Business Associate Agreement with Kustomer to activate HIPAA capabilities.

• Cost: There is a $25 per month, per seat fee for customers using the HIPAA-compliant configuration on qualifying plans.

• Integrations: While most integrations will be supported, it’s important to note that integrations such as Amazon Connect and Gmail require separate BAAs with AWS and Google, respectively.

• Implementation Guide: A HIPAA Implementation Guide will be available from April 1, 2019, offering detailed instructions on setup, configuration, and best practices.
   

Why This Matters Across Industries

Though HIPAA is specific to healthcare, the implications of this compliance go far beyond hospitals and clinics. Organizations in pharmaceuticals, insurance, health-tech startups, telemedicine platforms, and even government agencies stand to benefit. They can now leverage a modern, cloud-based customer service platform that not only drives efficiency and enhances user experience but also meets stringent privacy and security standards.

Whether you're managing patient inquiries, fielding insurance claims, or providing medication support—Kustomer can now help you do it all, securely and compliantly.

A Platform Built for Trust

At Tollanis, we know that trust is the cornerstone of any relationship—especially when it comes to managing healthcare data. That’s why we’re excited to support Kustomer in this next phase of their journey. Together, we are committed to:

• Delivering best-in-class customer experiences

• Enabling safe and compliant data handling

• Empowering organizations to focus on what matters most: the people they serve
   

With Kustomer’s HIPAA-compliant capabilities, we’re not just solving technical challenges—we’re redefining what’s possible for organizations that put people first.

Ready to Take the Next Step?

If you’re part of a healthcare or regulated organization and want to learn how Kustomer can help you meet HIPAA requirements while transforming your customer support, our team is ready to guide you through every step.

Reach out to our CX and DX specialists to learn more about configuring your account, signing your BAA, and ensuring you’re fully compliant from day one. From secure communication workflows to customizable permissions and audit logs, we’ll help you make the most of the Kustomer platform—without compromising on safety.

Posted in: Product Updates, Kustomer
Tags: HIPAA, Compliance, Tollanis, Customer Experience, Healthcare Tech, Secure CRM, PHI Management