The response time for tickets could take hours. “We use webhooks to automate support in Mattermost,” says Daniel, “If someone has an issue, We’re able to move faster with less risk of something getting lost in the shuffle.”īefore Mattermost, Crossover Health primarily used a standalone ticketing system for support. The Crossover Health DevOps, Technology, and support teams use Mattermost daily, allowing them to offer immediate support and issue resolution to all 1250 users in the company. Streamlining support workflow ensure faster turnaround timesĪnother key result of using Mattermost is that Crossover Health has sped up turnaround time for support tickets. Mattermost helps us ensure that we’re staying HIPAA-compliant while letting our clinicians collaborate efficiently and seamlessly,” says Daniel. “Because we use the platform to enable clinicians to work together and compare notes, we need to ensure that any sensitive and regulated data that is shared is shared securely.
The team uses Mattermost for both intra-office communication and staying connected between offices. This helps ensure that clinicians stay informed with up-to-the-minute information that can provide superior care to every patient. Because Mattermost offers complete data security, clinicians can use Mattermost to chat and share notes about Scheduling, Patient Appointments, and Navigation of patient care within the clinic with each other securely. HIPAA-compliant communication for better client careĪs a healthcare provider, keeping communications HIPAA-compliant is a top concern for the Crossover Health team. They also use the To-do and Matterbar plugins, as well as Playbooks. The team uses the Zoom plugin to launch Zoom meetings quickly and for general communication throughout the organization. We can add Zoom calls, use webhooks to automate processes, and manage network alerts.”
“The amount of group collaboration Mattermost has facilitated has been fantastic. “Hipchat was primarily a chat tool, but Mattermost integrations make it more versatile,” says Daniel. Says Daniel Gover, IT System Administrator for Crossover, “Mattermost helps us communicate effectively with each other as we support our teams assisting with patient care within the clinics.” Mattermost integrations make it more than a chat toolĪfter transitioning to Mattermost, the Crossover Health team found that they could get much more out of the collaboration platform than they had with Hipchat. Now, all employees in the company headquarters and medical group are connected directly through Mattermost.
Crossover selected Mattermost because of its greater security controls. However, as prices increased, they looked for another solution that could offer more value. The team had previously been using Hipchat to connect the team across offices. With a distributed team, staying connected is critical for the Crossover team. The Crossover Health team is distributed across a corporate office, a Member Support center, 44 active centers in 11 states, and four dedicated Virtual teams across the United States. Increased average support ticket resolution time by 99%Ĭrossover Health is a digital-first, integrated national medical group that connects every employee – in headquarters or dispersed locations – to remarkable care, while helping our employer partners take control of their healthcare spend.Keeps distributed team connected with HIPAA-compliant chat and collaboration.1250 active users across 44+ locations across the United States.Mattermost delivers HIPAA-compliant collaboration and a faster support process to Crossover Health
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