athenahealth operationalizes customer feedback to drive clinical and financial results
公司规模
1,000+
地区
- America
国家
- United States
产品
- Luminoso
技术栈
- Natural Language Understanding (NLU)
- Automated Tagging
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Digital Expertise
- Productivity Improvements
技术
- 分析与建模 - 自然语言处理 (NLP)
- 分析与建模 - 预测分析
适用行业
- 医疗保健和医院
- Software
适用功能
- 商业运营
- 质量保证
服务
- 软件设计与工程服务
- 系统集成
关于客户
athenahealth is a prominent provider of network-enabled services for hospital and ambulatory customers across the United States. The company partners with healthcare providers to drive clinical and financial results by leveraging insights from its extensive network of 160,000 providers. The Voice of the Customer (VoC) team at athenahealth plays a crucial role in collecting and analyzing customer feedback to inform decision-making processes. The team focuses on quantifying trends and priorities that impact customer retention, growth, and loyalty. By collaborating with service and product teams, the VoC team advocates for customers and ensures that their needs and concerns are addressed effectively. athenahealth's commitment to operationalizing customer feedback highlights its dedication to improving the overall customer experience and delivering high-quality healthcare services.
挑战
athenahealth, a leading provider of network-enabled services for hospital and ambulatory customers, faced the challenge of managing and analyzing large volumes of customer feedback. The Voice of the Customer (VoC) team at athenahealth collects and analyzes feedback from over 160,000 providers, receiving over 6,400 monthly survey responses from various user groups including doctors, nurses, and managers. The datasets were too large to manually review but not large enough for most natural language understanding (NLU) tools. Previous attempts to address this issue included manual reading and summarizing of comments, building in-house tools, using open-source NLU, and conducting two-week 'tagging marathons' each quarter. An effective solution was needed to quickly categorize customer feedback, identify and quantify issues affecting customers, and uncover deeper insights without consuming analyst time on manual work.
解决方案
athenahealth implemented Luminoso to operationalize the tagging and classification of customer survey feedback. By integrating Luminoso with preexisting customer data, the Voice of the Customer (VoC) team was able to uncover the most discussed issues and topics, as well as understand the intent, wants, and needs of users more deeply. This enabled athenahealth to implement fixes, improve functionality, and prioritize product requests more effectively. The automation of tagging through Luminoso allowed the team to chain different types of classification across preexisting and newly-created labels, preserving internal structure and logic while making labels both simple and informative. The process was not only faster and more accurate but also eliminated the need for quarterly tagging marathons. This freed up the VoC team to spend more time analyzing data and improving the customer experience.
运营影响
数量效益
Case Study missing?
Start adding your own!
Register with your work email and create a new case study profile for your business.
相关案例.
Case Study
Hospital Inventory Management
The hospital supply chain team is responsible for ensuring that the right medical supplies are readily available to clinicians when and where needed, and to do so in the most efficient manner possible. However, many of the systems and processes in use at the cancer center for supply chain management were not best suited to support these goals. Barcoding technology, a commonly used method for inventory management of medical supplies, is labor intensive, time consuming, does not provide real-time visibility into inventory levels and can be prone to error. Consequently, the lack of accurate and real-time visibility into inventory levels across multiple supply rooms in multiple hospital facilities creates additional inefficiency in the system causing over-ordering, hoarding, and wasted supplies. Other sources of waste and cost were also identified as candidates for improvement. Existing systems and processes did not provide adequate security for high-cost inventory within the hospital, which was another driver of cost. A lack of visibility into expiration dates for supplies resulted in supplies being wasted due to past expiry dates. Storage of supplies was also a key consideration given the location of the cancer center’s facilities in a dense urban setting, where space is always at a premium. In order to address the challenges outlined above, the hospital sought a solution that would provide real-time inventory information with high levels of accuracy, reduce the level of manual effort required and enable data driven decision making to ensure that the right supplies were readily available to clinicians in the right location at the right time.
Case Study
Gas Pipeline Monitoring System for Hospitals
This system integrator focuses on providing centralized gas pipeline monitoring systems for hospitals. The service they provide makes it possible for hospitals to reduce both maintenance and labor costs. Since hospitals may not have an existing network suitable for this type of system, GPRS communication provides an easy and ready-to-use solution for remote, distributed monitoring systems System Requirements - GPRS communication - Seamless connection with SCADA software - Simple, front-end control capability - Expandable I/O channels - Combine AI, DI, and DO channels
Case Study
Driving Digital Transformations for Vitro Diagnostic Medical Devices
Diagnostic devices play a vital role in helping to improve healthcare delivery. In fact, an estimated 60 percent of the world’s medical decisions are made with support from in vitrodiagnostics (IVD) solutions, such as those provided by Roche Diagnostics, an industry leader. As the demand for medical diagnostic services grows rapidly in hospitals and clinics across China, so does the market for IVD solutions. In addition, the typically high cost of these diagnostic devices means that comprehensive post-sales services are needed. Wanteed to improve three portions of thr IVD:1. Remotely monitor and manage IVD devices as fixed assets.2. Optimizing device availability with predictive maintenance.3. Recommending the best IVD solution for a customer’s needs.
Case Study
HaemoCloud Global Blood Management System
1) Deliver a connected digital product system to protect and increase the differentiated value of Haemonetics blood and plasma solutions. 2) Improve patient outcomes by increasing the efficiency of blood supply flows. 3) Navigate and satisfy a complex web of global regulatory compliance requirements. 4) Reduce costly and labor-intensive maintenance procedures.
Case Study
Harnessing real-time data to give a holistic picture of patient health
Every day, vast quantities of data are collected about patients as they pass through health service organizations—from operational data such as treatment history and medications to physiological data captured by medical devices. The insights hidden within this treasure trove of data can be used to support more personalized treatments, more accurate diagnosis and more advanced preparative care. But since the information is generated faster than most organizations can consume it, unlocking the power of this big data can be a struggle. This type of predictive approach not only improves patient care—it also helps to reduce costs, because in the healthcare industry, prevention is almost always more cost-effective than treatment. However, collecting, analyzing and presenting these data-streams in a way that clinicians can easily understand can pose a significant technical challenge.
