How Zipy helped Spry solve both technical and non technical issues 60% faster.

Introduction

Headquartered in New Jersey, USA, SPRY is a new-age force dynamic force that's rewriting the script of physical therapy clinics. Founded in 2021 by Brijraj Bhuptani and Riyaz Rehman, their journey began with a single, powerful idea: to modernize the world of physical healthcare. This vision was born out of a heartfelt conversation with an exhausted physiotherapist - who shared their struggle amidst the fragmented landscape of clinical technology.

SPRY is building a future where healthcare operations are seamless, where automation is a game-changer, and where every patient's well-being is the North Star. With a vision to make movement health accessible. They leverage cutting-edge AI technology to revolutionize the physical therapy ecosystem to ensure ensuring every American enjoys the healthcare they deserve - one musculoskeletal service at a time

The Problem

SPRY grappled with a fundamental issue common to many tech-driven companies - the separation of support and development teams. Both teams used varying sources of data and toolsets. Their customer success team was well-versed in addressing customer issues, but a barrier existed when it came to translating these reports received from customers to the development team. This isolation resulted from some common, yet un-addressed challenges:

1. Ambiguity in issues: Identifying the root cause of customer issues proved challenging. SPRY's support team lacked the necessary tools to discern whether problems originated from technical glitches, network issues, or user errors.
2. Protracted issue resolution process: The resolution process was lengthy and arduous. Resolving customer problems was a complicated task that involved coordinating calls and gathering feedback, resulting in substantial delays.
3. Divergent tools / Lack of a SSOT: Support and development teams operated with distinct sets of tools. The absence of a unified platform created barriers that hindered efficient communication and collaboration. Without a single source of truth, both teams were interpreting customer issues and feedback through their own lenses, making it challenging to reach a consensus on the most efficient way to address an issue.
4. Blind spots in user experience: SPRY faced a challenge in gaining an in-depth understanding of customers' interactions with their EMR software. They also didn't have a way to proactively detect potential issues and gain a more comprehensive real-time understanding of the user experience.

The Solution

Recognizing the need for a transformation, SPRY sought out a solution that would bridge the divide between their support and development teams. Enter Zipy - a reliable & real-time error tracking/monitoring, session replay and digital experience analytics platform. The aim was to not only address their existing challenges but also use the platform as the catalyst for the integration of their support and development departments.

1. Precision in issue identification: Zipy provided SPRY with the ability to watch session replays, enabling their support team to pinpoint the exact moments where/when customers encountered issues or navigational hurdles within their EMR software. 
2. Creation of a SSOT: Zipy acted as the single source of truth that enabled both teams to access the same data and insights. The development team had access to the same sessions that gave them insights into precisely where customers encountered issues or navigational bottlenecks. They found value in Zipy’s capabilities to provide the customer’s environment details, stack traces, network logs etc. This brought further clarity on the issues and a pathway to resolution. This alignment also led to a shared understanding of customer issues and priorities between the support and development teams. 
3. Proactive issue resolution: With Zipy, SPRY's support team transitioned from a reactive stance to a proactive one. They were able to detect and address issues before customers reported them. This helped both teams have an upper hand in realising the best optimizations to make, thereby enhancing the overall customer experience.
4. Seamless collaboration: SPRY's support and development teams leveraged Zipy’s collaboration capabilities effectively. Support could effortlessly share session links with developers, facilitating prompt issue resolution. The new process was one that streamlined the feedback loop and facilitated rapid issue resolution. Previously, the resolution of non-technical customer issues could extend up to 2 to 3 hours; however, Zipy slashed this to an astonishingly brief 10 to 15 minutes for all non-technical and most technical ones. This remarkable reduction in issue resolution time translated into instant customer satisfaction.

Impact and Benefits

1. Accelerated Issue Resolution: The most noticeable change was the remarkable reduction in the time required to resolve non-technical customer issues. Technical issues were now being resolved 60% faster. The change was even greater for non-technical issues as they saw their time to resolution cut down by 85%.
2. Enhanced Proactive Support: SPRY's support team now proactively identifies usability issues by analyzing Zipy’s session replays. This allows them to optimize their EMR software regularly. They also keep an eye out for any errors caught by Zipy to resolve them before a large number of customers are impacted. This proactive approach meant that approximately 40% of issues were resolved before customers were even aware of them / This proactive approach led to a 40% reduction in customer-reported issues.
3. Enhanced Customer Satisfaction: The cumulative effect of these changes was a substantial enhancement in customer satisfaction levels. SPRy was able to provide quicker, more effective support. This led to reduced frustration.
   With Zipy’s insights, SPRY's teams worked in tandem to enhance their software. The product became more refined and responsive to evolving customer needs. There was a 25% increase in overall customer satisfaction scores following the implementation of Zipy.

"Initially, we relied on customers to schedule a call,which could take 2 to 3 hours. With Zipy, non-technical issues can be resolved within 10 t o 15 minutes."

Conclusion

SPRY's integration of Zipy into their customer support operations has yielded tangible benefits. This new integration into their customer support operations transformed their approach from isolated teams working in silos to a collaborative ecosystem that thrived on shared insights. The platform has empowered the company to understand customer issues better, resolve them faster, and enhance overall customer satisfaction. This serves as a testament to the power of a unified platform in promoting customer success. Zipy has not merely expedited issue resolution but also served as a catalyst for proactive software enhancements. This partnership serves as a testament to the power of a unified platform/SSOT in promoting customer success.