Case Studies athenahealth operationalizes customer feedback to drive clinical and financial results

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	athenahealth operationalizes customer feedback to drive clinical and financial results

athenahealth operationalizes customer feedback to drive clinical and financial results

Technology Category	Analytics & Modeling - Natural Language Processing (NLP) Analytics & Modeling - Predictive Analytics
Applicable Industries	Healthcare & Hospitals Software
Applicable Functions	Business Operation Quality Assurance
Services	Software Design & Engineering Services System Integration
Challenge	athenahealth, a leading provider of network-enabled services for hospital and ambulatory customers, faced the challenge of managing and analyzing large volumes of customer feedback. The Voice of the Customer (VoC) team at athenahealth collects and analyzes feedback from over 160,000 providers, receiving over 6,400 monthly survey responses from various user groups including doctors, nurses, and managers. The datasets were too large to manually review but not large enough for most natural language understanding (NLU) tools. Previous attempts to address this issue included manual reading and summarizing of comments, building in-house tools, using open-source NLU, and conducting two-week 'tagging marathons' each quarter. An effective solution was needed to quickly categorize customer feedback, identify and quantify issues affecting customers, and uncover deeper insights without consuming analyst time on manual work. Read More
About Customer	athenahealth is a prominent provider of network-enabled services for hospital and ambulatory customers across the United States. The company partners with healthcare providers to drive clinical and financial results by leveraging insights from its extensive network of 160,000 providers. The Voice of the Customer (VoC) team at athenahealth plays a crucial role in collecting and analyzing customer feedback to inform decision-making processes. The team focuses on quantifying trends and priorities that impact customer retention, growth, and loyalty. By collaborating with service and product teams, the VoC team advocates for customers and ensures that their needs and concerns are addressed effectively. athenahealth's commitment to operationalizing customer feedback highlights its dedication to improving the overall customer experience and delivering high-quality healthcare services. Read More
Solution	athenahealth implemented Luminoso to operationalize the tagging and classification of customer survey feedback. By integrating Luminoso with preexisting customer data, the Voice of the Customer (VoC) team was able to uncover the most discussed issues and topics, as well as understand the intent, wants, and needs of users more deeply. This enabled athenahealth to implement fixes, improve functionality, and prioritize product requests more effectively. The automation of tagging through Luminoso allowed the team to chain different types of classification across preexisting and newly-created labels, preserving internal structure and logic while making labels both simple and informative. The process was not only faster and more accurate but also eliminated the need for quarterly tagging marathons. This freed up the VoC team to spend more time analyzing data and improving the customer experience. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Natural Language Processing (NLP)

Analytics & Modeling - Predictive Analytics

Applicable Industries

Healthcare & Hospitals

Software

Applicable Functions

Business Operation

Quality Assurance

Services

Software Design & Engineering Services

System Integration

Challenge

athenahealth, a leading provider of network-enabled services for hospital and ambulatory customers, faced the challenge of managing and analyzing large volumes of customer feedback. The Voice of the Customer (VoC) team at athenahealth collects and analyzes feedback from over 160,000 providers, receiving over 6,400 monthly survey responses from various user groups including doctors, nurses, and managers. The datasets were too large to manually review but not large enough for most natural language understanding (NLU) tools. Previous attempts to address this issue included manual reading and summarizing of comments, building in-house tools, using open-source NLU, and conducting two-week 'tagging marathons' each quarter. An effective solution was needed to quickly categorize customer feedback, identify and quantify issues affecting customers, and uncover deeper insights without consuming analyst time on manual work.

About Customer

athenahealth is a prominent provider of network-enabled services for hospital and ambulatory customers across the United States. The company partners with healthcare providers to drive clinical and financial results by leveraging insights from its extensive network of 160,000 providers. The Voice of the Customer (VoC) team at athenahealth plays a crucial role in collecting and analyzing customer feedback to inform decision-making processes. The team focuses on quantifying trends and priorities that impact customer retention, growth, and loyalty. By collaborating with service and product teams, the VoC team advocates for customers and ensures that their needs and concerns are addressed effectively. athenahealth's commitment to operationalizing customer feedback highlights its dedication to improving the overall customer experience and delivering high-quality healthcare services.

Solution

athenahealth implemented Luminoso to operationalize the tagging and classification of customer survey feedback. By integrating Luminoso with preexisting customer data, the Voice of the Customer (VoC) team was able to uncover the most discussed issues and topics, as well as understand the intent, wants, and needs of users more deeply. This enabled athenahealth to implement fixes, improve functionality, and prioritize product requests more effectively. The automation of tagging through Luminoso allowed the team to chain different types of classification across preexisting and newly-created labels, preserving internal structure and logic while making labels both simple and informative. The process was not only faster and more accurate but also eliminated the need for quarterly tagging marathons. This freed up the VoC team to spend more time analyzing data and improving the customer experience.

Impact #1	Quickly analyze customer surveys for timely product improvements.
Impact #2	Save analyst time by automatically categorizing survey results.
Impact #3	Uncover unexpected issues and understand how they drive scores.

Impact #1

Quickly analyze customer surveys for timely product improvements.

Impact #2

Save analyst time by automatically categorizing survey results.

Impact #3

Uncover unexpected issues and understand how they drive scores.

Benefit #1	Receives over 6,400 monthly survey responses.
Benefit #2	Network of 160,000 providers.

Benefit #1

Receives over 6,400 monthly survey responses.

Benefit #2

Network of 160,000 providers.

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Overview

athenahealth operationalizes customer feedback to drive clinical and financial results

Operational Impact

Quantitative Benefit