AppVerticals

Project Overview

Collaborative Patient Care Group (CPCG) is a Washington, DC-based outsourcing and consulting firm serving healthcare providers across the United States. They support clinics, pharmacies, and DME/HME providers with operational services, tech-enabled workflows, and data-driven optimization to improve patient care and efficiency.

CPCG – Remote Support Platform

Category – Healthcare SaaS

Year – 2024

UI/UX Design

Development

Desktop Application

Web Application

Systems Integration

Problem

OCSRs supported unattended kiosks through a patchwork of tools like Teams, AnyDesk, and Splashtop. Access often required on-site consent, schedules lacked visibility, and monitoring was thin. CPCG needed one secure system to view assignments, unlock kiosks, and manage sessions.

Solution

We delivered a unified remote support system that automates kiosk unlocking, enforces schedule-based access, and centralizes session control. OCSRs get dashboards and chat; managers get tracking, audits, and role-based controls. Skill-based assignment and live reporting replaced scattered tools.

The Roadblocks We
Had to Clear

Before CPCG’s new system could take shape, we had to confront the gaps slowing their remote support. These challenges shaped our approach and defined the solutions we engineered.

Disconnected Tools Slowing Support

Kiosk operations relied on Teams, AnyDesk and Splashtop, creating delays and extra steps. Representatives wasted time switching between apps, while managers lacked a single place to oversee all activity.

Unclear and Unreliable Access

Schedules sat in spreadsheets with no real visibility. Representatives faced failed connections during valid shifts, while idle kiosks went unused. Coordination became harder, and access was never guaranteed.

Limited Monitoring Visibility

No central view of kiosk uptime or agent activity existed. Without unified logs or dashboards, leaders could not catch issues early, track performance, or ensure compliance effectively.

Security Without Central Control

Unlocking kiosks meant using third-party tools and manual steps. The process added risk, slowed responses, and left CPCG without an auditable, scalable way to control access.