kachina miller jennifer macintosh - the kcs academy€¦ · jennifer macintosh vice president,...

© 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


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


Investing in Change Management


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


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


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!


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


Athenahealth

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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


Thank You


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

kachina miller jennifer macintosh - the kcs academy€¦ · jennifer macintosh vice president,...

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