{ "company": { "name": "ShiftMed, LLC", "location": "United States", "businessSector": "Healthcare Human Resources", "customerSince": 2022, "mobileAppDownloads": "Over 1 million", "useCase": "HIPAA-compliant remote support" }, "about": { "introduction": "Founded in 2019, ShiftMed is an innovative healthcare workforce management solutions provider. Designed to bring healthcare professionals and service providers closer together, ShiftMed connects over 350,000 credentialled nurses with work opportunities across 158 markets. The ShiftMed apps empower nurses and other healthcare professionals to make a living doing what they love, when and where they want.", "quote": "We wanted to be able to communicate with our healthcare professionals more effectively and offer a truly exceptional customer experience", "director": { "name": "Clayton Panzeri", "title": "Director of Support", "image": "https://cobrowse.io/uploads/shiftmed-clayton.webp?v=8ec182c168ae002b" } }, "challenge": { "description": "Innovation within the global healthcare market often meets resistance, as the market is characterized by outdated systems and stringent regulations. As a technology provider servicing time-constrained healthcare professionals, ShiftMed’s intelligent labor routing must be frictionless. That means offering a simple onboarding process, an intuitive user experience and efficient customer support.", "quote": "The onboarding process, by necessity, includes a lot of detail. From proof of qualification to health records and payment details, we require lots of information upfront but don’t want that to act as a barrier to adoption." }, "whyCobrowse": { "importance": "Stakeholders within ShiftMed had seen firsthand the benefits of co-browsing technology and were keen to replicate that success with ShiftMed.", "criteria": "Because we are in the healthcare space we take data security very seriously. Our obligations under HIPAA made it a red line for us during the evaluation process.", "benefit": "The secure by default approach of Cobrowse was instantly appealing. It allowed us to check all the boxes in terms of PII and HIPAA regulations and provided peace of mind to all users." }, "experience": { "description": "The Cobrowse SDKs provide support across iOS and Android hybrid apps. Their small size and minimal bandwidth requirements made it the ideal way to add co-browsing functionality, without impacting app performance.", "quote": "Cobrowse has helped us significantly... Cobrowse has had an impact beyond onboarding, helping improve the overall customer experience." }, "agentEmpowerment": { "description": "Greater visibility of customer challenges means ShiftMed agents have become more efficient and effective. Having a direct view of roadblocks faced by users has been invaluable and helped agents improve their performance over time.", "quote": "Feedback from agents has been positive... Root cause analysis is an important part of product development and Cobrowse enables us to identify issues quicker." }, "performance": { "improvements": { "CSAT": "We have seen CSAT increasing steadily and are up 10% since introducing Cobrowse.", "AHT": "We’ve also seen a little over 30% reduction in average handle time." } }, "features": { "relevantFeatures": [ { "name": "Private-by-default", "link": "https://cobrowse.io/features/private-by-default" }, { "name": "Mobile co-browse", "link": "https://cobrowse.io/features/mobile-cobrowse" }, { "name": "Session Replay", "link": "https://cobrowse.io/features/session-replay" } ] } }