“The Fastest Deployment Ever” — How Vivo Care Transformed Patient Communication
"This level of customer service is invaluable, especially when you are launching such a big product to so many customers. I assure you, this was the easiest integration we've ever had."
Kat Baker
Director of Clinical Operations, RN, BSN
Vivo Care, a healthcare technology company specializing in remote patient monitoring and chronic care management, operates as a unique hybrid organization, combining robust clinical services with cutting-edge healthcare technology. With a rapidly growing team of 85+ U.S.-based nurses providing care coordination and technology services to 80+ clinic partners, Vivo Care needed a secure communication solution that could keep pace with their high-velocity, high-quality approach to patient care.
The Result
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“The easiest integration we’ve ever had”: Entire clinical team of 85+ nurses deployed and operational within 24 hours — a company record for technology implementation
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Seamless experience for all users: Zero setup required for clinic recipients, with instant access via web browser or mobile device, eliminating barriers to communication
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Enhanced security with simplified management: The Virtru Control Center enables compliance management and custom rules without impacting frontline workflow, giving leadership confidence that PHI remains protected
The Challenge: Breaking Down Communication Barriers
As Kat Baker, Vivo Care's Director of Clinical Operations, explained: "One of our biggest challenges that we face with our customers is expanding our ability to communicate safely, privately, and securely with our customers and protecting our patient health information."
The company's existing solution required providers to click through secure links and navigate patient charts to access messages — a cumbersome process that didn't align with the fast-paced reality of clinical care. "We know that providers are busy; clinics are busy. We wanted that fast communication," Baker noted.
Vivo Care evaluated their needs carefully. As a company that lives the principle of seamless integration — their entire team operates within the same platform, with the same view — they needed an email encryption solution that would be "not only a seamless integration for our team, but also a seamless delivery for our clinics." The solution had to work for their large internal infrastructure while requiring no setup, activation, accounts, or logins for their clinic partners. Mobile capability was a priority, and Virtru addressed a gap in their current communication tools.
The Selection: Clear Choice from the Start
While Vivo Care had previously used another encryption provider, their search for a new solution didn't require extensive vendor comparisons. "It was just such a clear choice for us," Baker explained. "The website was so easy to walk through. It had all of the key points we were looking for."
As a startup running "slim but smart," Vivo Care needed a partner who could support a lean leadership team deploying software for a large clinical team and customer base. The initial sales experience set the tone. "Will Smith, our account executive, did an excellent job," Baker recalled. "I really appreciated how Will instilled that confidence and how well he knew the product and could answer my questions, and that was really important to me. Our time is limited. I didn't want to be bounced around. I wanted to have the answers in the room, when we were having meetings, and I got that every single time with Will."
This seamless experience mirrored what Vivo Care provides to its own customers, creating immediate confidence in the partnership. "When we got integrated into the experience, everything was just working so easily for us," Baker said. "In that initial impression, we knew that that's exactly what we were looking for when it came to working with the product and delivering the product to our customers with confidence."
The Deployment: Phased Approach, Exceptional Support
Vivo Care took a methodical approach to deployment, ultimately spending about a month and a half on a careful rollout:
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Phase 1: Internal Alignment. Secured leadership buy-in for advancing to stronger security practices.
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Phase 2: Setup and Training. Baker and her team provided training presentations and used the Virtru Control Center to confirm that nurses had activated the platform.
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Phase 3: Testing and Troubleshooting. The test phase proved invaluable. Vivo Care selected 10 trusted clinic partners to receive test emails, gathering crucial feedback. "Most of the feedback was completely positive, that it was super easy to unlock — especially if people were in Gmail or Outlook," Baker reported.
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Phase 4: Use Virtru Externally with Partners and Customers. Now comfortable with the software, the Vivo Care team was well-equipped to start using it with external contacts who did not have Virtru themselves, but who could still easily open and access shared information.
Throughout deployment, Virtru's Customer Success team provided exemplary support. When a test email to a customer raised concerns, Baker experienced the team's responsiveness firsthand: "I emailed Dianne Pulido, my Virtru customer success manager, and she responded immediately, got on a call with me immediately, gave me some troubleshooting steps." The issue was quickly resolved: The customer simply hadn't unlocked the message. "Both Dianne and Will jumped on the call with me within an hour and were ready and there to support me. And I think that that level of customer service is invaluable, especially when you are launching such a big product to so many customers."
The deployment's success exceeded expectations. "I assure you this was the easiest integration we've ever had," Baker emphasized. "All of the nurses were up and running within 24 hours, which was amazing for us. Probably a record, in fact."
The Value: Easy, Confident, Secure
For Vivo Care, Virtru delivered on every requirement while exceeding ease-of-use expectations. The control center enables backend management of rules and regulations without impacting nurse workflow—critical for maintaining consistency across a large team. "The nurses wouldn't have an impact from a workflow perspective. They could just continue to do what they're doing. They don't even have to think about it," Baker explained.
The solution transformed how Vivo Care approaches customer service. "It's such an easy way to expand your opportunity to serve your customers and serve your nurses or your clinicians," Baker noted. Most importantly, it provides the foundation of trust that healthcare requires: "The opportunity to have full confidence, security, and privacy is huge — and it is a defining factor in our industry. It's completely unacceptable to not have this level of security. We make sure that we can approach our customers with confidence, telling them that we are operating to the best of our ability to make sure that their patient health information is protected."
When asked what she would tell colleagues in healthcare technology evaluating similar solutions, Baker’s response was unequivocal: "It's so easy. It's so easy. And it's such an easy way to expand your opportunity to serve your customers... And not only easy to implement on our team, but also easy to implement out to our customers, that was a slam dunk for us."
With Virtru, Vivo Care found more than an email encryption solution — they found a true partner supporting their mission to provide seamless, high-quality care coordination while maintaining the highest standards of patient data protection.
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