Case Study: Boston Children's Hospital achieves unified, instant access to critical clinical information with Coveo

Boston Children’s Hospital Implements Coveo to Deliver Optimal Patient Care

Boston Children’s Hospital and a Fortune 50 medical device division both struggled with fragmented knowledge spread across multiple repositories (SharePoint, eLibrary, CMS, Lotus Notes, file shares and more), which made it hard for clinicians, researchers and support agents to find timely, accurate information—impacting patient care, compliance and the speed of agent onboarding in new markets.

Both organizations implemented Coveo’s intranet and knowledge-management solution to create a unified, indexed search layer with data enrichment, faceted filtering, security trimming and mobile access. Coveo deployed quickly, improved search relevance and user adoption, helped content owners remove outdated duplicates, accelerated time-to-competence for new agents (with potential savings of $16K–$40K per agent), and delivered measurable gains in productivity, compliance and customer support effectiveness.

Boston Children’s Hospital

Shelley Norton

Document Repository Administrator, Boston Children’s Hospital