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On Demand Webinar

Building an Intelligent Service Organization: A Case Study

Athenahealth, a provider of network-enabled services for healthcare and point-of-care mobile apps, faced a very common problem for service leaders. Their customers and support techs couldn’t find the information they needed to solve problems in efficient and satisfactory ways because of fragmented knowledge sources and complex product sets.

Consequently, customers became frustrated as they tried to self-serve for simple issues and were forced to call the support desk. This resulted in increased service costs and customer effort, while lowering customer satisfaction.

Athenahealth support professionals were using outdated technology and multiple disparate systems in an attempt to meet satisfaction and efficiency targets. In other words, agents weren’t finding what they needed to help customers in a timely manner.

To solve their issues, Athenahealth turned to Coveo, a leading insight engine, to provide their agents and customers with a more personalized and rewarding experience.

Join us for this webinar where we’ll interview leaders from Athenahealth to learn:

  1. How Athenahealth achieved a 50% reduction in high-cost Tier 3 contacts.
  2. Why taking a holistic, knowledge-centered service (KCS)® approach helps put better information at agents’ fingertips.
  3. How Athenahealth revamped their approach to self-service.


Presented By:

John Ragsdale

Distinguished Researcher, Vice President Technology Ecosystems, TSIA

Devin Poole

Senior Product Marketing Manager, Coveo

Publish Date: February 2, 2023