Case Study: Collaborative Patient Care Group achieves secure, fully visible remote kiosk operations with App Verticals

Collaborative Patient Care Group unifies 5 tools into 1 platform with App Verticals

Collaborative Patient Care Group (CPCG), a Washington, DC-based healthcare outsourcing firm, faced a significant operational challenge. Their successful On-Screen Customer Representative (OCSR) service model was being held back by a fragmented infrastructure reliant on five disconnected tools like spreadsheets, AnyDesk, and Splashtop. This setup caused friction at the start of every shift, offered no real-time visibility for managers, and provided no audit trail for compliance, creating a liability for their healthcare-adjacent operation. They partnered with App Verticals to build a unified remote support platform.

App Verticals developed a secure, unified platform comprising desktop applications and web interfaces to replace the five previous tools. The solution automated kiosk connections, enforced shift-based access controls, and provided live dashboards for managers and a full audit trail for compliance teams. The measurable impact was significant: App Verticals' platform saved approximately three hours per OCSR weekly, eliminated the need for on-site staff, and enabled full remote operation from day one, giving CPCG full visibility and accountability across its entire distributed network for the first time.

Collaborative Patient Care Group (cpcg)