Case Study
Kinatico Compliance & Workforce Solutions
About Kinatico
Kinatico is an Australian-based company specializing in compliance and workforce mobilization solutions for industries such as mining, construction, and aged care.
Their products, including Enable and Cited, help workers and companies manage qualifications, police checks, and worksite readiness in a highly regulated environment.
Cited, their newer and more scalable product, empowers individuals to own and manage their compliance documentation as they move between jobs and employers.
The Challenge
Kinatico provides support to a wide range of users—many of whom are older, blue-collar workers with limited technical skills.
These users frequently struggle with uploading identity documents and completing steps required for background checks and compliance.
Despite efforts to simplify the process, the support team faced challenges including:
Miscommunication due to customers using different terminology
Inability to see what users were experiencing in real-time
Strict privacy regulations preventing agents from logging in as users or viewing sensitive data
High call volumes and lengthy resolution times
These limitations made it difficult to efficiently support individuals through the Cited platform.
The Solution: UserView Cobrowsing
Kinatico implemented cobrowsing solution within their support workflow for the Cited platform. When a user calls for help, the support agent initiates a cobrowsing session directly through the interface.
This allows them to:
Secure viewing without data exposure
See user's navigation in real time without viewing sensitive data like passport numbers or personal documents
Interactive guidance tools
Guide users with spotlight and drawing tools to point them in the right direction, without taking control
Privacy compliance
Respect privacy standards required by the Australian Criminal Intelligence Commission (ACIC) while providing high-quality support
Streamlined document uploads
Especially useful for helping users upload documents and complete identity verification steps
Overcoming Customer Hesitation
Kinatico's support team clearly communicates that they cannot see any personal information and are simply there to guide users through the process. This emphasis on transparency and privacy has helped ease user concerns and increased adoption of the feature.
Results
Implementing UserView transformed Kinatico support experience:
Faster support resolution times
Call durations dropped significantly as agents could see exactly where users were struggling and guide them more effectively
Improved user confidence
Users were reassured knowing agents couldn't see their personal data, leading to greater trust in the support process
Conclusion
For Kinatico, success means enabling smooth, compliant user journeys—especially for individuals with limited technical ability.
By introducing cobrowsing into their Cited platform support flow, Kinatico has:
The ability to provide visual guidance while maintaining strict privacy compliance has made UserView an essential tool for their support operations.
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