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Perficient is a leading technology and
management consulting firm serving Global
2000 and enterprise clients throughout
North America.
We deliver digital experience, business optimization
and industry solutions that enable clients to improve
productivity and competitiveness; strengthen
relationships with customers, suppliers, and partners;
and reduce costs.
ABOUT PERFICIENT
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PERFICIENT PROFILEFounded in 1997
Public, NASDAQ: PRFT
2014 revenue $456.7 million
Major market locations:Allentown, Atlanta, Ann Arbor, Boston, Charlotte, Chicago, Cincinnati, Columbus,
Dallas, Denver, Detroit, Fairfax, Houston, Indianapolis, Lafayette, Milwaukee,
Minneapolis, New York City, Northern California, Oxford (UK), Southern California,
St. Louis, Toronto
Global delivery centers in China and India
>2,600 colleagues
Dedicated solution practices
~90% repeat business rate
Alliance partnerships with major technology vendors
Multiple vendor/industry technology and growth awards
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HEALTH PLANS PROVIDERS
S O L U T I O N S & S E R V I C E S
CONSUMERS
S E L E C T C L I E N T S
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Connected Health
Strategic Consulting
Operational PerformanceInformationManagement
Regulatory Compliance
F A S T F A C T S
HEALTHCARE PRACTICE
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SPEAKER INTRODUCTIONS
Melody Smith Jones, MBA, Manager, Connected Health, Perficient
Jan Guzik, NP, Product & Clinical Service Development, KP OnCall
Sheri Hastings, Software Architect, Perficient
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50%
of CONSUMER INTERACTIONS
...while those that deliver
poor experiences
underperform by more than
45%
Companies that prioritize
consumer experience
generate 60% higher profits
than their competitorsPercent of consumers that get
frustrated when presented
with an inconsistent
experience across channels
65%
MORE THAN
Increase in
Consumer
Retention
Increase in
Company
Value
10%= 30%
Firms that deliver
superior customer
experiences have
outperformed the
S&P 500 index by
30% over a six-
year period...
What the retail industry has learned…
multi-channel journey occur during a multi-event,
+60%
- 45%
+30% 86%Consumers that are
willing to pay more to get a better experience
32%Online adults who
trust ads in
any channel
THE WORLD OF CONSUMER EXPERIENCE
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350,000
7,000,000
2013 2018
“Nothing would result in improving the health of the population (and decrease healthcare costs)
more than having greater involvement/engagement by individuals in the healthcare process.”
e-patient petition to the ONC
52% believe mobile health
would make healthcare more convenient
Patients more likely to follow treatment protocol if they received encouragement from doctors between visits
consumers willing to pay more for customized
health plans
50%
42%
TelehealthUse
Worldwide
hospital readmissions that are preventable
75%
60% adults that track their
weight, diet, or exercise routines
CONSUMER EXPECTATIONS IN HEALTHCARE
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Rising Consumer
Expectations
Amazon, Zappos,
Facebook, Apple, et al are
redefining service, speed
and ease-of-use
Continual
Connectivity
Adoption of digital
channels is driving
demand for choice and
connectedness
Organizational
Velocity Wins
Tech lowers barriers to
entry and increases
speed; slow response
invites disruption
Abundance of
Consumer Data
Requires competency in
turning complex data
into business insight
CONSUMERS CHANGING THE HEALTHCARE LANDSCAPE
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• Using the retail setting as a medium for
providing care
• Engaging consumers outside of the care
setting with technology
• Using data insights to motivate and
incentivize consumer behavior
What is often neglected:
• The retail core competency of using data
insights to motivate and incentivize
consumer behavior
RETAIL TACTICS IN HEALTHCARE
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Develop
Products &
Services
Firm Value = Present Value of Cash Flows Generated from Customers
Customer
Centric
Strategy &
Performance
Company
FocusedCustomer
Focused
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PATIENT/MEMBER 360 STRATEGY EQUALSHigher revenues by leveraging
“Grow With Me” opportunities
• Transform passive recipients of care into active participants in care
• Use data insights to motivate and incentivize changes
in consumer behavior
• Better insight into patient/member “conversion” and reasons for
attrition
• Deeper understanding of patient and population needs for tailored
campaigns
• Visibility into patient/member behavior including digital and mobile
adoption
• Superior patient/member satisfaction and higher loyalty
• Consistent customer experience across channels
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ORACLE CX CLOUD SERVICES FOR
PATIENT ENGAGEMENT EXCELLENCEOracle’s integrated, modular approach to comprehensive patient/citizen engagement management:
Implement a single contact center solution to facilitate & enhance patient/health system interactions
Integrate social media technologies to optimize communications and increase customer access & satisfaction
Integrate leading edge marketing and outreach services to increase effectiveness of “campaign” & information delivery
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Oracle ServiceIndustry leading, integrated, web-portal and contact center cloud solution
Oracle SocialSocial listening, social engagement, social publishing, social content, and social analytics
Oracle MarketingDeliver cost-efficient, personalized and contextualized communications to patients/citizens
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SOLUTION OVERVIEW:
INTEGRATED ANALYTICS DRIVE SUCCESS
Campaign Effectiveness Content Use Patterns Service Effectiveness
• By Patient/Population Segment
• By Program
• By Channel
• Demographics
• Etc.
• Viewing patterns
• By Search Term
• By Channel
• Conversion rates
• Etc.
• Standard KPI Dashboards
• First call resolutions
• Agent analysis
• Enterprise / Dept. drill-down
• Etc.
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PROBLEM – WHAT WE WANT TO SOLVE
Cost of Care + Availability of Care
• Health Care is expensive
• Average Nurse Salary/yr (CA): $91K(BLS, 2011)
• Average Physician Salary/yr (CA): $183(BLS, 2011)
• Health Care is hard to find
• patients and resources
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Minimize in person care unless essential
or desired by patient
Offer remote care (telephone appointments,
video)
Remote care still requires the most
expensive resource (Nurses, Doctors,
and other professionals)
SOLUTION
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WEB SELF SERVICE & NURSE CHAT
The Web Self Service & Nurse Chat
project empowers members with a choice
of self assessment versus waiting to
speak to a nurse on the phone or go in for
an appointment.
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UTI WEB SELF-SERVICE USE CASE
Cindy thought she had another Urinary Tract Infection (UTI). She remembered that when she suffered the same symptoms a year ago, she called the nurse triage service. She was treated over the phone, but it was
embarrassing to talk about her symptoms at work and she had to wait a while for the nurse. Today when she called, she was asked to if instead of talking to a nurse, she would rather go to a secure web site and fill out a
questionnaire. Cindy liked that option, so she decided to try it. Once on the website, she answered a few questions and received instructions that a
nurse practitioner would notify her via email about the status of her request. In just a few minutes, she received an email telling her that she had a
prescription ready to be picked up. The nurse practitioner also included some instructions on how she could avoid a future infection.
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MEMBER SURVEY
LOVE It!
“This was definitely awesome. I would use it in a
heartbeat. Loved the live chat option even if I didn't use
it, it was nice to know that it was there to answer any
questions. Kaiser goes above and beyond when it
comes to reaching its patients in a variety of ways.
A++++ to you Kaiser!!!!”