About the Business
A Cincinnati-based healthcare staffing and workforce solutions company, founded in 2004, with service lines including Travel Nursing, International Staffing, and Workforce Solutions. They help U.S. healthcare organizations meet both short- and long-term staffing needs. Their mission is to improve lives and make healthcare work better by connecting the right professionals with the right opportunities. The company employs over 2,000 healthcare professionals.

The Challenge
The organization relied on Zendesk to manage internal support requests, but the high licensing costs—$170 per user per month—combined with limited customization capabilities, made the solution increasingly unsustainable.

They needed a cost-effective, scalable platform that could align better with operational workflows, provide flexibility for API integrations, and support advanced email and task management functions.

While Zendesk excelled at traditional customer support, their needs had evolved toward task and project management workflows, cross-department collaboration, and automation—capabilities that were not fully realized with their existing system. The challenge was to find a solution that could reduce costs without disrupting daily operations or compromising service quality.

The Solution
The company partnered with Tollanis Solutions to identify and implement a platform that would meet their business and technical needs while reducing operational expenses. After evaluating multiple options, monday.com emerged as the ideal choice due to its flexibility, scalability, and user-friendly interface.

Tailored Migration & Customization
Tollanis designed and executed a seamless migration strategy from Zendesk to monday.com, ensuring minimal disruption and full business continuity. To replicate and enhance the existing functionality, the team developed:

• Custom automation scripts for mailbox monitoring, reply detection, and SLA tracking.

• Integrations with Microsoft Graph API and Google Sheets to automate ticket creation, status updates, and recurring workflows.

• Role-based permissions, customized board views, and tailored automations to match their processes and improve team visibility.

Enhanced User Experience & Scalability
The transition improved usability with a more intuitive interface, visual task tracking, and simplified workflow management. Onboarding sessions empowered teams to quickly adopt the platform. The flexibility of monday.com also allowed other departments—previously not using Zendesk—to create their own boards and workflows, fostering cross-departmental collaboration and reducing reliance on multiple tools.

Designed with scalability in mind, the new setup supports up to 700 users organization-wide, ensuring long-term value as business needs evolve.

The Results
The partnership between the healthcare staffing company and Tollanis Solutions delivered significant operational and financial benefits:

• Cost Reduction: License costs dropped from $170/user/month to $30/user/month.

• Seamless Transition: Migrated 150 active users without operational downtime.

• Massive Savings: Achieved $1 million in projected savings over a 4-year contract.

• Scalable Growth: Infrastructure in place to expand to 700 users.

• Operational Efficiency: Centralized workflows eliminated silos, improved SLA adherence, and reduced manual workload.

Bottom Line: By moving to monday.com with a tailored migration and automation strategy, the healthcare staffing company not only streamlined operations but also unlocked significant cost savings and scalability—positioning the organization for sustained growth and efficiency.