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© 2017 Coveo Solutions Inc - Proprietary and Confidential
Kachina MillerSr. Manager, Support Process DesignAthenahealth
Jennifer MacIntoshVice President, Customer SuccessCoveo
111K+ providers
13%of Americans seen by
athenahealth providers last year
~5,000 employees
8 offices worldwide
317KMDs served on Epocrates
Headquartered in Watertown, MA
VISION: To build an information backbone that helps healthcare work as it should.
Valued at over $5 billion
athenahealth’s Customer Care Team
Headquartered in
Belfast, ME
60,000 calls per month
24,000 online cases
~ 650 employees in Support
3000+ athenistas on 70+ teams create/resolve cases
Core Support Tools: Salesforce Service Cloud, Coveo, Jive, Slack, Mad Cap Flare
© 2017 Coveo Solutions Inc - Proprietary and Confidential
Our Journey
Our support tools, processes and culture have lagged behind
Tools were siloed, unnecessarily complex. Processes lacked trust, collaboration and transparency
We began a journey to transform our support culture
We turned to experts in the industry
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5 © 2017 Coveo Solutions Inc - Proprietary and Confidential
Coveo Relevance Maturity Model TM
Siloed Search
REACTIVE RESPONSIVE PROACTIVE PREDICTIVE
LAGGARDS LEADERS
CRMMTM
STAGES
POSITIVELY BUSINESS
IMPACT & ROI
NEGATIVE BUSINESS IMPACTS
& ROI
Federated Searches
Secured Unified Ranking
ContentNavigation
Actionable Insight
Tunable Relevance
Machine Learning – AI Enablement
Self-learning predictive recommendations
Proficiency
Efficiency
Content IntelligenceAthenahealth
© 2017 Coveo Solutions Inc - Proprietary and Confidential
Investing in Change Management
© 2017 Coveo Solutions Inc - Proprietary and Confidential
Investing in Our People
Within our support team to help us find new ways of collaborating to solve client issues
Constantly seeking and incorporating feedback for agents
Developed guiding principles of transparency, collaboration, ownership, simplicity and trust that we use to inform all of the work that we do
Client Experience Lab Feedback Guiding Principles
© 2017 Coveo Solutions Inc - Proprietary and Confidential
Strategic Investments in our Partners
Engaged with Coveo and Salesforce
A transition to Salesforce Communities with Coveo
Joined the Consortium for Service Innovation
Technology CommunityIn Phases
© 2017 Coveo Solutions Inc - Proprietary and Confidential
Investing in Our Process
► We needed to change our processes to really enhance the agent and client experiences
► We engaged with Coveo Business Advisory Services to help design and implement a KCS program
Create less complexity, more trust!
© 2017 Coveo Solutions Inc - Proprietary and Confidential
We’re Off to a Great Start
Proficiency
Cases resolved within
24 hours has shifted from
40% to 85%,
and still moving up!1
Satisfaction
CSAT has increased
from 85% to 95%2
Efficiency
Case handoffs have
decreased from 2.75
handoffs per case to 1.1 handoffs per case1
Impacts for 2018
Time to proficiency
for new agents
Measure self-service success
1. Based on athenahealth case data in Salesforce, June 2016-Dec. 2017.2. Based on athenahealth client satisfaction data, collected June 2016-Dec, 2017.
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Coveo Relevance Maturity ModelTM
REACTIVE RESPONSIVE PROACTIVE PREDICTIVE
LAGGARDS LEADERS
CRMMTM
STAGES
POSITIVELY BUSINESS
IMPACT & ROI
NEGATIVE BUSINESS IMPACTS
& ROI
Federated Searches
Secured Unified Ranking
ContentNavigation
Tunable Relevance
Contextual Relevance
ContextualSuggestions
Self-learning predictive recommendations
Proficiency
Efficiency
Content Intelligence
Usage Analytics
Content Fundamentals(free training)
Coveo Basic AnalyticsCoveo Intermediate Analytics
Coveo Platform Administration
Siloed Search
11 © 2017 Coveo Solutions Inc - Proprietary and Confidential
Athenahealth
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12 © 2018 Coveo Solutions Inc - Proprietary and Confidential
Coveo Education Services
Coveo Product training is designed to ensure you follow the learning path that best fits your role and is delivered to match your learning style
▸ Virtual, Instructor-led
▸ Self-paced training
▸ Classroom
Purchased classes
▸ All classes priced per person (USD)
▸ Learning paths based on specialty and role
▸ Registration and delivery managed through GoToTraining
▸ Advanced courses include hands-on exercises
▸ Self-paced training offered in micro-learning units
Knowledge & Change Management
KCS® v6 Practices Training
Public classes• Virtual, Instructor-led (Exam through Kryterion)
• March 12-16
• Oct 15-19
• On-site at Coveo Impact (Exam proctored by Trainer)
• June 4-6 (San Francisco)
Business Advisory Services• Knowledge Sharing Assessment
• KCS Design Session Workshop
© 2017 Coveo Solutions Inc - Proprietary and Confidential
Thank You
© 2017 Coveo Solutions Inc - Proprietary and Confidential
Appendix
Network
KnowledgeWork
VISIBILITY
INSIGHT
ACTIONRESULTS
1. We have aligned incentives with our clients. Our partnership model is founded on delivering a significant, measurable ROI by aligning our financial success to yours.
2. We support your organization, not your software. Our operations center performs work at scale to lower cost and improve performance.
3. We have the largest connected network in healthcare. We connect over 100,000 providers across the continuum of care, and connect to thousands of labs, imaging centers, registries, and long-term care centers.
4. Our services support the full continuum of care. We are continuously expanding our network to support care settings from ambulatory to hospital and post-acute, with 110 hospitals currently using our athenaOne service.
5. We have collective insight and big data that no one else has. The robust learning power of our network, which saw one in ten Americans last year, offers real-time insights to drive financial and clinical outcomes.
Founded in 1997 as healthcare’s first internet-based billing solution, we’ve evolved over 20 years. Today, we are a publicly-traded billion-dollar company offering an integrated suite of services including: EHR, Revenue CycleManagement, Population Health, Care Management, Patient Engagement, and Clinical Decision Support.
ATHENAHEALTH BUSINESS MODEL:
things you need to know5