Case Study: athenahealth achieves self-service success with Coveo

Athenahealth Achieves Self-Service Success Using KCS and Analytics

athenahealth, a nationwide healthcare technology company serving 160,000 providers, needed to make support knowledge easier to find and share after its 2019 merger with Virence Health. Its support teams were struggling with scattered content repositories, poor search relevance for new hires and experienced agents alike, and missed opportunities to use analytics to improve self-service and reduce cost to serve.

Using Coveo’s analytics and v6-aligned technology as part of a Knowledge-Centered Service (KCS) rollout, athenahealth focused on content gaps, Average Click Rank (ACR), case deflection, and employee engagement with articles. Coveo helped athenahealth improve self-service, build more useful knowledge content, and better track what worked; the company reported stronger case deflection and document deflection, improved customer self-service, and a support model robust enough to help it maintain service quality through COVID-19.

athenahealth

Adam Mullen

KCS Programs & Support Process