Case Study: Crossover Health improves support ticket resolution time by 99% with Mattermost

Crossover Health improved support ticket resolution time by 99% with Mattermost

Crossover Health, a digital-first national medical group supporting teams across headquarters, member support, clinics, and virtual care units, needed a better way to keep a distributed workforce connected and to replace Hipchat as costs rose. The company also needed secure, HIPAA-compliant communication to support patient care while helping clinicians and IT teams collaborate efficiently.

Using Mattermost, Crossover Health moved internal communication, collaboration, Zoom meetings, webhooks, alerts, and support workflows into a more secure platform. Mattermost helped the team recover 12–15% of logistical coordination time and cut support ticket resolution time by up to 99%, with many issues now handled in minutes instead of hours.

Crossover Health

Daniel Gover

IT System Administrator