Case Study: Indiana University Health achieves faster, higher-quality patient service with Knowledge Powered Solutions' Universal Knowledge

Knowledge Management tool significantly improves both quality and service provided to patients

Indiana University Health’s IConnect Patient Access Center needed a faster, more reliable way to give frontline staff instant access to up‑to‑date clinic and physician information so they could resolve patient needs quickly and accurately. To address rising Average Handle Time (AHT), message errors and scheduling defects, the organization selected Knowledge Powered Solutions’ knowledge management product, Universal Knowledge.

Knowledge Powered Solutions implemented Universal Knowledge, migrating existing SharePoint content and adding natural‑language search, fragment results, push notifications (Hot Topics/Required Reading), tracking of who read updates, and direct links to key systems — all with under five days of consultancy. The result was immediate: representatives found answers in seconds, AHT dropped, message errors and scheduling defects fell significantly, onboarding time shortened and usage was extended to additional services, improving service quality and consistency across IU Health.

Indiana University Health

Shelby Smith

Director