About Clipboard Health
Founded in the mid-2010s, Clipboard Health is a US-based healthcare platform that connects nurses and other healthcare professionals with open shifts at hospitals, nursing homes, and clinics across more than 30 cities.
The app solves one of healthcare’s most critical challenges: staffing shortages. By matching qualified professionals with available shifts, it helps healthcare providers fill gaps quickly while giving clinicians more flexibility and earning potential.
As demand surged, so did the platform’s scale. Within just 18 months, Clipboard Health grew revenue 25x and reached a valuation of over $1 billion — earning its place as one of the fastest-growing healthcare startups in the US.
That rapid growth came with a new operational challenge: maintaining a high-quality customer experience across thousands of complex, time-sensitive interactions every week.
The challenge
By 2021, Clipboard Health’s internal 50-person support team was struggling to keep pace with unpredictable spikes in ticket volume. They needed a partner that could extend their internal capability and deliver the same level of care at scale.
The ideal solution had to:
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Provide true 24/7 omnichannel coverage:
Healthcare doesn’t operate on a schedule. The platform needed a reliable follow-the-sun team delivering voice, chat, email, and SMS support around the clock.
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5,000–10,000+ calls per week
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1,000+ live chat tickets
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300–400 emails
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4,000+ SMS tickets
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Guarantee operational consistency
With high call volumes and patient-critical requests, missing a call wasn’t an option. Clipboard Health required robust workforce management systems to ensure agents were not only rostered but active and available. -
Enable integrated management
The company needed an extension of their internal operation — a partner capable of handling recruitment, onboarding, compliance training, and continuous performance management across multiple regions. -
Embed quality assurance
Regular audits, detailed reporting, and coaching programs were critical to maintain compliance and service quality in a regulated industry.
“Influx’s ability to outperform even office-based BPOs, despite operating remotely, speaks volumes about their capabilities. It is evident that they take their commitment to our success seriously, consistently delivering results that not only meet but often exceed expectations. As we continue to grow and evolve, we are genuinely appreciative of Influx’s dedication and efforts in serving us. We look forward to a future of continued collaboration, where together, we can achieve new heights of success.”
Yousef Ahmad
Customer Support Manager, Clipboard Health
The solution
Influx built a scalable CX operation designed to act as an elastic, always-on extension of Clipboard Health’s internal team.
Phase 1 – Pilot and validation
Influx launched with a team of 15 CX professionals supported by dedicated team leadership and 24/7 coverage. Within three months, the program proved so successful that Clipboard Health expanded to a 60+ full-time team operating across six regions.
Phase 2 – Scale and optimization
As demand grew, Influx added structure and oversight that mirrored a mature in-house operation:
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Workforce management and forecasting to predict volume and manage adherence.
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Dedicated QA and coaching teams to monitor performance and maintain product knowledge accuracy.
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Tiered leadership (regional leads, team managers, QA specialists) to maintain alignment and accountability.
Every agent went through pre-vetted recruitment, compliance-focused training, and product knowledge certification, ensuring onboarding was both fast and accurate.
Influx also implemented the company’s internal SPEED playbook, an award-winning CX methodology, to ensure efficiency without compromising care.
The results
Clipboard Health’s partnership with Influx transformed support into a strategic advantage rather than a growing pain.
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Call management: Abandoned calls reduced 10x, thanks to SPEED methodology and proactive workforce planning.
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Quality assurance: Every agent achieved 90%+ scores in monthly product knowledge assessments.
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Customer satisfaction: Maintained 94% CSAT, surpassing the company’s 90% target.
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Reliability: Daily shrinkage kept below 10%, exceeding internal benchmarks.
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Scalability: Elastic resourcing allowed Clipboard Health to flex up or down seamlessly based on market and seasonal demands.
The impact
Clipboard Health continued to partner with Influx.com as its CX backbone, combining flexibility with reliability across global time zones. The partnership allowed Clipboard Health to focus on what matters most: empowering healthcare professionals and serving patients, while Influx ensures every customer interaction runs smoothly, securely and on time.
Key results
Get started with Influx
Influx was established in 2013 & has been trusted by 750+ brands globally, ranging from startup to scale.
Influx builds ethical 24/7, near-shore global customer support teams. We provide fully managed, flexible & high-performance agents. Our services range from eCommerce support, live chat support, voice support, and more to give you the customer assistance you need to prioritize other responsibilities and continue scaling your business.
Make your support operations fast, flexible, and ready for anything with experienced, 24/7 support teams working on demand. See how brands work with Influx to deliver exceptional customer support or get a quote now.
