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Stream > Case Studies > Undivided Leverages In-App Chat to Support Families with Disabled Children

Undivided Leverages In-App Chat to Support Families with Disabled Children

Technology Category

Networks & Connectivity - 5G
Platform as a Service (PaaS) - Application Development Platforms

Applicable Industries

Cement
Telecommunications

Applicable Functions

Procurement
Product Research & Development

Services

System Integration
Testing & Certification

The Challenge

Undivided, a support system and app for families raising children with disabilities, faced a significant challenge in facilitating communication between parents and their Navigators. The company sought to create an engaging, reliable, and easy-to-maintain communication solution that would feel natural for the end user. Initially, Undivided integrated a Zendesk ticketing system, which primarily facilitated communication through email. However, this approach proved to be inefficient as managing inboxes became a daunting task. The company then attempted to build a system using their CRM's messages API, but this too fell short of expectations. The CRM-specific internal portal did not meet the Navigators' needs, and the system could not be integrated with Undivided's existing tools and systems.

About The Customer

Undivided is a platform designed to support families raising children with disabilities. The company was founded by CEO Jason Lehmbeck, who was inspired by his own experiences navigating the complex care options available for his son. Undivided's app connects caregivers with Navigators, individuals who have experienced similar challenges and can guide parents through the bureaucratic care systems. The Navigators also educate parents about the services, benefits, and resources available to them. The core functionality of Undivided's app is to facilitate communication between parents and Navigators, providing a support system for families navigating the challenges of raising children with disabilities.

The Solution

After evaluating several options, Undivided decided to integrate Stream Chat's iOS and Javascript SDKs with their mobile and web app. This decision was driven by the positive reviews of Stream Chat and the clean API that impressed the developers. The integration of Stream's chat API allowed Undivided to focus on engineering unique aspects of the platform, rather than building a chat system from scratch. The integration process was smooth, with the development team frequently referencing Stream's documentation and reaching out to customer support when necessary. The result was a stable, custom chat solution with a familiar design pattern that could scale as the app's user base grew and adapt to future evolutions of the platform.

Operational Impact

The integration of Stream Chat into Undivided's platform has significantly improved the communication experience for users. The chat feature has become the most adopted feature of the app, with every active member using it at least once a month. The chat system has enabled families to easily connect with Navigators, set goals, receive educational resources, and better support their children through all early life stages. Despite the impressive adoption rate, Undivided continues to seek ways to improve key performance metrics for chat, such as user engagement and retention. The company is building stronger dashboards to understand time to response, the number of messages per month, and correlating those numbers with user retention and satisfaction.

Quantitative Benefit

Chat is the most adopted feature of the Undivided app
Every active member uses the chat feature at least once a month
The company aims for a general distribution of sending 2-10 messages per month and a response rate of two days