Technology Category
- Networks & Connectivity - 5G
- Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries
- Healthcare & Hospitals
- Life Sciences
Applicable Functions
- Logistics & Transportation
- Sales & Marketing
Use Cases
- Chatbots
- Mass Customization
Services
- System Integration
About The Customer
WELL Health's customers are primarily mid-sized healthcare and life sciences companies in North America. These include hospitals and healthcare systems that require unification and control over their communication workflows. These organizations are dealing with complex patient needs and are looking for streamlined and unified solutions instead of managing many disparate vendor communication configurations with sub-optimal patient outcomes. WELL Health's platform is built for these large healthcare systems, allowing them to configure all of the workflows, language, ML/AI components, and triage and routing rules themselves. They can build on top of the unified WELL communications platform and focus on being there for patients when they need their care.
The Challenge
Despite advancements in healthcare technology, the industry often falls short in providing best-in-class communication and service to patients outside of the hospital. The healthcare industry thrives on customization over standardization, which is beneficial for patient care but detrimental to customer service. The industry is filled with custom applications for various healthcare scenarios, creating thousands of workflows to integrate and adapt communications for. This complexity makes it difficult to manage and streamline relationships. Hospitals, in particular, face the challenge of integrating hundreds of vendors and electronic health records, and thousands of workflows to handle patient preferences and communications. Building and solving for great customer service is time-consuming and often not a top priority for hospitals, whose main focus is on solving medical issues.
The Solution
WELL Health, a company focused on bringing first-class customer service to the healthcare industry, offers a solution to these challenges. The company allows patients to communicate via their preferred channel with their hospital, doctors, pharmacies, and all individuals integral to their care, all from one place. WELL Health enables health systems and hospitals to use two-way multilingual communication in a patient’s preferred channel, without requiring them to download an app or log in to a portal. The company also helps healthcare systems streamline communication across the organization so patients can receive all healthcare communication in a single SMS/texting thread. Using a combination of SMS, IVR, and email, WELL Health provides the customization that healthcare demands for patient care while streamlining and standardizing communication across every single vendor in their ecosystem. WELL Health gives providers the flexibility to use pre-configured workflows and chatbots to configure specific messaging themselves. They also support more than 100 unique workflows that are largely automated with graceful handoffs to real office staff when appropriate.
Operational Impact
Quantitative Benefit
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