Overview

Chronomics provide innovative at-home testing solutions, including COVID-19 tests required for international travel. To ensure the integrity of these tests, Chronomics needed a robust video supervision solution that could be seamlessly integrated into their existing workflows.

Challenge

Chronomics faced a significant challenge in managing the video supervision aspect of their COVID-19 tests. Their existing third-party video provider, while functional, lacked the flexibility and integration capabilities necessary to optimise their operations. This solution often resulted in a fragmented user experience, as customers were required to navigate multiple platforms to complete their tests. Additionally, the high costs associated with the third-party provider were a significant concern for Chronomics.

To address these challenges, Chronomics sought a more efficient, cost-effective, and seamless solution for video-supervised testing. The ideal solution would need to integrate seamlessly with their existing workflows, provide a positive customer experience, and reduce operational costs.

Solution  

To address the challenges associated with their existing video supervision solution, Chronomics partnered with Zing to integrate video capabilities directly into their Twilio Flex platform.  

By leveraging the power of Twilio Video, Zing developed a solution that seamlessly integrated video supervision into the Twilio Flex workflow, allowing supervisors to monitor test-takers in real-time. This streamlined approach not only enhanced the overall customer experience by providing a seamless and efficient testing process, but also significantly reduced costs by eliminating the need for a third-party video provider.  

Additionally, the integration of video capabilities into Twilio Flex provided Chronomics with greater flexibility to adapt to future needs and explore new applications.

Result

Zing successfully integrated video supervision into Chronomics’ Twilio Flex platform, resulting in significant benefits.  

By streamlining the testing process and eliminating the need for a third-party video provider, Chronomics has significantly reduced operational costs and administrative overhead.  

Customers purchasing a Chronomics Fit to Fly Test receive the kit four days before their departure. When ready, they register the kit and are entered into a virtual waiting room to test video and microphone set-up. They’re then assigned to the next available test supervisor and take their test.

“Zing not only delivered but went above and beyond in supporting us with advice and best practice. I would like to give a big ‘thank you’ to the team! We enjoyed working together and have made a big difference to both our customer and internal experience.” Ana Magalia, Customer Experience Operations Leader, Chronomics

The seamless integration of video capabilities into Twilio Flex has enhanced the overall customer experience, with positive feedback from customers on the ease and convenience of the video-supervised testing process.  

Moreover, this innovative solution positions Chronomics for future growth and innovation, enabling them to adapt to evolving industry trends and explore new opportunities in the healthcare sector.