Magazine article CRM Magazine

Athenahealth Improves Its Prognosis with Salesforce Service Cloud: Service Cloud's Agent Console Has Streamlined Contact Center Processes for the Healthcare Management Company

Magazine article CRM Magazine

Athenahealth Improves Its Prognosis with Salesforce Service Cloud: Service Cloud's Agent Console Has Streamlined Contact Center Processes for the Healthcare Management Company

Article excerpt

The healthcare sector is in a constant state of flux. That evolutionary nature is more apparent today than ever, and athenahealth, which manages medical records, revenue cycles, patient engagement, care coordination, and population health services for hospitals and clinics across the country, is in the thick of it. "We're doing more things for our customers than we were 10 years ago," says Jonathan McDevitt, vice president of operations at the Watertown, Mass.--based firm. Between the company's expanding service portfolio, changes in the healthcare landscape, and a burgeoning customer base, athenahealth's call center agents needed an updated platform to keep pace.

The tool athenahealth had been using proved too complex and inefficient, something McDevitt says was hindering his team's ability to support customers. "You had an interface where agents had to scroll through 200 fields to properly resolve a case," he explains. "There was no way to support the complexities of our business well and to create and simplify pathways that would help navigate that complexity."

The need to streamline the process launched athenahealth on a search that eventually brought it to Salesforce.com's Service Cloud Agent Console.

Further complicating things was the fact that athenahealth stored hundreds of thousands of user profiles, along with their accompanying case histories, in a fairly complex relationship stack on its old systems. "We had to migrate all of that," McDevitt recalls.

Athenahealth went live on Service-Cloud in June 2015 but was not using it as intended. In February 2016, the company brought Salesforce back to undo the customizations and return the product to its optimal performance. A major facelift took place in December 2016. The data transfer was a big part of the undertaking, McDevitt says, but it was manageable due to Salesforce. "It was a huge [project], but the Salesforce construct made it about as simple as you could get given the scope."

Transitioning to Service Cloud provided an opportunity to format the data more effectively, something McDevitt says was a benefit to his team. "We were able to make some changes to the structure to position us for growth moving forward."

And customers have noticed. Transactional customer satisfaction increased from 85 percent in 2016 to 95 percent. …

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