Case Study: Clipboard Health achieves scalable 24/7 support with Influx

Clipboard Health maintains 94% CSAT with Influx's 24/7 support operation

Clipboard Health, a US-based healthcare staffing platform, faced a significant operational challenge as its rapid growth led to unpredictable spikes in customer support ticket volume. Their internal 50-person team struggled to provide true 24/7 omnichannel coverage across voice, chat, email, and SMS, which was critical for their time-sensitive, patient-critical service. They needed a partner to guarantee operational consistency, integrated management, and embedded quality assurance.

Influx built a scalable CX operation as an elastic extension of Clipboard Health's internal team. The solution involved a dedicated team that utilized workforce management, rigorous QA, and the client's SPEED methodology. The results were transformative: abandoned calls were reduced 10x, agents achieved over 90% in product knowledge scores, and a 94% CSAT was maintained. Influx provided the reliability and scalability that allowed Clipboard Health to focus on its core mission of empowering healthcare professionals.

Clipboard Health