CASE STUDY

Implementing a Transformative Customer Community for Healthcare

athenahealth provides network-enabled services for healthcare and point-of-care mobile apps. With more than 160,000 providers and 110 million patients, the company offers a full suite of services from managing medical records to patient engagement. With its vast user base, the company needed a transformational, more engaging customer community. 

CLIENT

athenahealth

INDUSTRY

Healthcare

PRODUCTS

Salesforce Community Cloud
7Summits Accelerators

 

OUTCOMES

46,000 users impacted

143,400+ page views
(in first two weeks)

3.5% new deflection rate
(better than all prior attempts)

“Working with 7Summits has been a true partnership. The team is highly responsive to feedback and they stand by their commitments. The team is exceptionally well skilled. Their execution on projects is highly consistent with the expectation they set in their written proposals. So far, this has been the best vendor working relationship I have experienced.” – Director of Product Management

 

Challenge

Knowledge silos and a disjointed experience

athenahealth’s existing CX was disjointed, leading to frustration among customers. Overall, they faced five primary challenges in their existing community: lack of self-service mechanisms, no one-stop “hub” that opened the network, disconnected CX during transitions as a part of internal processes, no personalization, and limited guidance, timeliness and transparency.

 

Solution

Community Cloud improves user-friendliness

To remedy all five of their pain points, athenahealth and 7Summits sought to implement a solution that would help customers achieve the most value from their interactions. Using Community Cloud, 7Summits’ accelerators and several custom components, the two companies created a more engaging experience that effectively assisted customers through key processes.

 

Outcome

Engaging community that supports customers through key moments

athenahealth provided its customers with a more engaging community. They successfully migrated key content, data and users and enhanced customer care and support. Additionally, they enabled personalized homepages and increased peer-to-peer knowledge sharing and collaboration, achieving many tangible results.