CPCG
We built CPCG’s secure remote support hub, uniting kiosk access, scheduling, monitoring, and collaboration into one streamlined platform for healthcare teams.
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
Our Tech Stack
Frontend
Backend
Database
Cloud & Integrations
HTML
CSS
React
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
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.
Unified Remote Support Hub
A single secure system replaced scattered tools, centralizing kiosk access, scheduling, monitoring, and collaboration.
Automated Kiosk Unlocking
Seamless automation eliminated manual unlock steps, accelerating connections and boosting security across all kiosk sessions.
Schedule-Based Access Control
OCSRs connected only during scheduled hours, minimizing misuse, idle time, and unauthorized kiosk access attempts.
Real-Time Dashboards and Reports
Admins viewed live data on sessions, performance, and kiosks for faster, more informed decision-making.
Role-Based Portals for All Users
Custom portals equipped OCSRs, managers, and super admins with tailored tools for their specific needs.
Collaborative Session Support
Multiple OCSRs could join active sessions, enabling immediate assistance and smooth knowledge sharing during complex situations.
Dashboard Screens
Powering Healthcare Without the Gaps
We create secure, compliant systems that connect teams and streamline care from first contact to follow-up.
