Creating Customer-Centric Experiences in Healthcare & Life Sciences

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Consumer demands are growing in the healthcare industry for a more personalized and engaging digital experience

As a result, many organizations are looking to revamp their current systems and processes. Fortunately, Coveo can help by giving you the ability to surface the most relevant content in context to your customer or patient's needs – whether that be to create a more personalized website experience or a more effortless self-service interaction. All while ensuring patient data remains secure via our HIPAA-compliant cloud.

  • of consumers want digital engagement from healthcare payers 75% of consumers want digital engagement from healthcare payers  – Forrester
  • of large health systems will shift to full scale digital roll outs by 2020 40% of large health systems will shift to full scale digital roll outs by 2020  – Gartner 
  • view of patients has become the ultimate quest 360° view of patients has become the ultimate quest
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Challenge

Patients are demanding a more personalized experience

Whether it's looking for the nearest in-network doctor or a health service facility to fit their needs, your patients expect a more personalized experience across all their digital interactions.

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Solution

Inject relevance & personalization into your web presence
Coveo can improve the personalization of your website and transform the patient journey with a connected experience across websites, patient portals, and Find-a-Doctor sites so they can locate the right health information that is most relevant for them with ease.

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Challenge

Information silos impede your value-based care objectives

Providing your care workers with the relevant content they need to effectively care for patients is an ongoing challenge since patient data is scattered across EMR systems, claims & eligibility databases, case management systems and more.

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Solution

Provide a unified relevant view of content across your care systems
Coveo can help you connect with, unify and contextualize data where it resides, so that your staff can have visibility into patient related data and knowledge across disconnected systems – ultimately improving efficiency and enabling teams to more effectively care for patients.

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Challenge

Containing costs while scaling your customer support program

Containing support costs is difficult in a complex industry environment like healthcare. Regulations vary from state to state and agents need to access and consult a multitude of internal sources and policy data to respond to customer issues.

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Solution

Improve agent efficiency by delivering relevance to your support team
Coveo’s AI-powered search enables you to raise the proficiency of your support team by unifying content sources and offering proactive recommendations based on the case-at-hand. This results in faster time to case resolution and a decrease in average handling time meaning higher productivity and lower costs.

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Challenge

Delivering a more engaging digital experience that members demand

You need to accelerate your digital transformation and deliver a better customer centric experience but doing so requires replacing legacy processes and technologies which are costly investments.

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Solution

Empower your members with a more personalized self-service experience
Leverage Coveo's AI-powered search capabilities to tailor your member’s digital experience and recommend the most relevant content across all your content sources. Lead them to the answers they need to solve their issues quickly and effectively all while reducing your costs to serve.

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Challenge

Efficiently supporting large volumes of customers, providers and transactions

Your support agents waste precious time in searching for the right content that may be scattered across multiple sources and tools that are not connected. Even within a single CRM application, the most relevant content may be buried within attachments or case details.

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Solution

Increase the proficiency of your support team with the power of relevance
With Coveo's AI-powered search embedded directly on your support agent screen, agents can more efficiently resolve the case at hand without searching multiple siloed content repositories — leading to faster resolutions times, happy customers and less-stressed agents.

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Challenge

Delivering a better self-service customer experience

As competition heats up and new players enter the healthcare industry market, ensuring you can deliver a seamless self-serve experience that keeps customer satisfaction high is more important now than ever.

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Solution

Increase self-service success with the power of relevance
Coveo machine learning analyzes past customer usage behavior and proactively optimizes the search experience by recommending the most relevant content that others have found helpful. This leads to higher self-service success rates and a more effortless experience.

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Challenge

Accessing knowledge across information silos

In complex knowledge-intensive industries, it is a struggle for R&D staff to access the right information across functional silos and lifecycle stages. Ultimately productivity can suffer and your time to market increases as research takes longer than it should or is even duplicated.

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Solution

Increase R&D staff productivity and the speed of innovation with relevant content
Coveo’s AI-powered search enables you to connect with, unify and contextualize data where it resides, to help bridge silos of content in different specialised functional areas and provide data transparency that can fuel better decision making.

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Challenge

Reducing onboarding time and turnover rates of your support team

Increasingly complex technical products, a more stringent regulatory environment and an expanding ecosystem of information repositories means that your customer support program is resource-intensive and has high associated costs.

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Solution

Shorten time-to-competence by delivering relevant knowledge in the flow of work
Coveo’s AI-powered search enables you to raise the proficiency of your support team by unifying content sources across your company and providing agents with contextual relevant knowledge in the flow of their work. Improving agent satisfaction so they can do more on their own.

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Delivering AI-Powered Search and Relevance in the Healthcare Industry

American Dental Association
American Society of Anesthesiologists
Boston Children’s Hospital
Sanford Health
Medica Health
Download Case Study coveo-healthcare-industry-case-study-booklet_cover

With Coveo, healthcare providers, researchers, and administrative staff at Boston Children's have instant access to the precise information required to treat patients, advance research towards developing cures for pediatric illnesses, and meet our safety and compliance obligations.

Shelley Norton
Document Repository Administrator, Boston Children's Hospital

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    Gartner explains, "Insight engines apply relevancy methods to describe, discover, organize and analyze data. This allows existing or synthesized information to be delivered proactively or interactively, and in the context of digital workers, customers or constituents at timely business moments."

  • thumbnail_great-customer-service-relies-on-relevancy-and-proficiency
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    Great Customer Service Relies on Relevancy and Proficiency

    Great customer service is about both delivering relevant self-service options to customers, and helping your agents be more proficient when handling cases. Putting your company's information at their fingertips