Case Study: CVS Health achieves improved search and customer service with Hyland Nuxeo

Health solutions company leverages Hyland's Nuxeo Platform to modernize content management and improve customer service

CVS Health, the retail pharmacy and healthcare company, needed to modernize its aging knowledge management infrastructure, which had been running on legacy IBM and Oracle systems for more than a decade. Using Hyland Nuxeo, CVS Health aimed to improve search, document storage, and access to current coverage information for its 20,000-plus customer care agents while reducing reliance on proprietary technology.

Hyland implemented Nuxeo to support CVS Health’s new knowledge management platform, TheSource, with a phased migration that included three months of parallel operation for a seamless transition from IBM FileNet. The results included stronger search capabilities, better customer service for call center representatives, a successful Oracle Stellent replacement in under six months, and 100% operational status, helping CVS Health support millions of customers more effectively.

CVS Health