Case Study: Oak Street Health cuts search time and boosts NPS with Bloomfire

How Oak Street Health Cut Search Time and Boosted NPS with Bloomfire

Oak Street Health, a rapidly growing value-based primary care provider for Medicare-eligible adults, needed a better way to manage clinical protocols, training resources, and institutional knowledge that had become scattered across links, chats, and siloed drives. The inconsistency made it hard for employees to find trustworthy information quickly, creating risks for both patient outcomes and employee experience. Bloomfire was brought in to help solve this challenge with a central knowledge platform.

Oak Street Health implemented Bloomfire as its internal knowledge hub, “The Trunk,” using AI-powered search, flexible boards, and governance workflows to keep information current and accessible. Bloomfire helped cut search time from nearly two minutes to 25 seconds, improved search accuracy from 43% to nearly 100%, and drove a 116-point increase in internal NPS. It also made onboarding faster and more consistent across locations.

Oak Street Health

HaoWei He

Sr. Director