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 Experience 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
Experience 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 Experience 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.