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A leading healthcare tech company that provides AI-powered, highly compliant documentation automation to ease the operational burden on behavioral healthcare providers recently sought to optimize its internal operations and gain deeper insights into its performance.
The company's Revenue Operations Manager turned to Akooda, an enterprise search platform, to unlock the wealth of information residing within their various systems and gain a comprehensive understanding of the business.
Beyond Traditional Search
The Revenue Operations Manager recognized the limitations of traditional search methods and the need for a solution that could connect disparate data sources and provide actionable insights.
Akooda's ability to integrate with the company's revenue platforms, including HubSpot, Apollo, Gainsight, Slack, Google Suite, and Jira, proved to be a game-changer. This unified view of data across the organization provided the company with a 360-degree perspective of its operations.
A Holistic View of the Customer Lifecycle
One of the most significant benefits the company experienced was the ability to visualize the entire customer lifecycle.
By connecting data from various sources, Akooda provides a clear picture of every customer interaction, from initial contact to ongoing engagement. This comprehensive view allows the company to understand customer behavior, identify key touchpoints, and personalize interactions for a better customer experience.
"Being able to clearly understand a complex process is really helpful," said the Revenue Operations Manager. "I can see the Areas of Focus and how they are connected. For example, to onboard a customer, there is a lot of work to be done: training clinicians, implementing + integrating with the EHR and their Telehealth platform.
Having a good view of the complete process on the coms chart helped me save a ton of time, from simple questions on the part of the customer onboarding process all the way to complex questions that will help us improve tracking onboarding status. Akooda helps me find the right questions to ask and the people to ask them to!”
Empowering Teams Across the Organization
The benefits of Akooda's enterprise search extend beyond the Revenue Operations team.
Sales teams leverage the platform to access complete customer histories, enabling them to personalize outreach and close deals more effectively.
Customer support teams can quickly access all relevant information about a customer, including past interactions and support tickets, leading to faster resolution times and improved customer satisfaction.
Marketing teams gain insights into campaign performance and customer behavior, allowing them to optimize their strategies for better results. Product teams can gain insights from customer feedback and usage patterns to inform product development.
Driving Strong Adoption Through Clear Wins
The company has seen strong adoption of Akooda across all teams due to the clear and immediate value it provides. The platform's intuitive interface and powerful search capabilities make it easy for employees to find the information they need when they need it. This has led to increased efficiency, improved decision-making, and a more data-driven culture.
The Importance of Data Accessibility and Training
The Revenue Operations Manager emphasized the importance of making all data accessible within Akooda. His philosophy was that by making information available to everyone, the quality of answers and overall performance would improve.
While the initial implementation required some adjustments and training to ensure everyone understood how to ask effective questions and utilize the platform, it quickly became an indispensable tool. The company recognized that a shift in mindset was necessary, encouraging employees to embrace a culture of transparency and data sharing.
Akooda's impact on the leading healthcare tech company demonstrates the power of enterprise search to transform operations and drive business success. By providing a unified view of data, empowering teams across the organization, and enabling data-driven decision-making, Akooda has become a critical tool for the company's continued growth and innovation.
