Qlik Customer Success: Our New Imperative

Retaining and Growing Customers in the Subscription Economy

Customer success may seem like an obvious concept because it’s essential to doing business. What company doesn’t want its customers to be successful with its products? Yet customer success is a relatively new and rising corporate discipline – something many organizations don’t have a good handle on.

Customer success is a business methodology, designed to ensure that your customers achieve their desired outcomes while using your product or service. By making sure your customers are wildly successful with your solutions, your company increases product or service use and adoption – ultimately boosting customer retention and growing customer relationships.

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Creating the Future of Employee Wellness with Data-Driven Insights

I got into the health space because it’s where I felt I could have the most impact. To paraphrase the Dalai Lama, people spend half their lives trying to gain as much wealth as possible. Then, those same people spend the next half of their lives burning through that wealth in order to get their health back.

This has never made much sense to me, but it’s a problem I see rear its ugly head time and again. I notice this during the personal moments I spend involved in yoga and meditation, but it’s especially true in my career as an enterprise data management professional for Viverae.

I’ve always been very passionate about health and wellness. Working in this field, you feel like you make a real difference in people’s lives. You can see your impact on the world—the way one small decision you’ve made today grows and evolves into meaningful change tomorrow, next week, or even a year from now. You don’t always affect a large group of people. Sometimes, it’s just one person. But at the end of the day, that’s more than enough.

Becoming the Catalyst for Positive Change

The biggest reason I joined Viverae was to enact positive change in the world around me. At Viverae, our wellness solutions help employees manage their health while also assisting companies in creating a culture of well-being. Employers partner with us because healthy employees tend to also be passionate and productive employees.

Prior to joining Viverae, I was in consulting for around fifteen years. Most of the businesses I worked with were large companies with complex ecosystems in terms of data and analytics. I was happy with my job, but at the same time, I hoped to work at an organization where I could see the impact of my work. I also wanted to get more into healthcare. My role as Vice President, Information Management & Analytics at Viverae is a perfect fit.

Showing Value Today

Every kilobyte of data that goes in and out of Viverae first flows through my team and I. How Viverae stores this data, how we transform it into analytics, reports, and business intelligence—we’re responsible for all of it.

For the last several years, we’ve focused most of our efforts on showing clients the true value of what we do. When you’re dealing with data in the way we are, you tend to see a lot of people’s eyes start to glaze over when you talk about it. People don’t want to hear about technical specifications or data points. They don’t want you to sell them a service; they want you to sell them results.

To shed a little light on things, think about the situation in terms of medical costs. Medical costs are increasing every day, and there’s not much anyone can do to directly contain that. In order to sell our service, we have to focus on how we can help a business address this problem. We can’t make medical costs cheaper, but we can reduce the number of sick days employees need. We can cut down on the number of people who need to go to the emergency room. We help improve employee health and well-being, which improves productivity. These are the goals we’ve set our sights on.

I have a Health Management Analytics team that does all the analysis for our organization. We present the results we find to both clients and account managers to help forge better and more effective client relationships.

The problem is often that turning insight into action and then results is a process that happens gradually—or at least, far slower than most people would like. At Viverae, we’ve found that the changes we initially institute will take around three years to yield tangible results. Developing cultures of well-being is a process, a worthwhile one. But demonstrating value with that timetable is difficult. We need to show our clients results faster. Luckily, we have a tool to help us do that: Qlik.

Diving Beneath the 1s and 0s

I was already familiar with Qlik thanks to the time I spent working with another company who partnered with Qlik. At Viverae, we had tried a number of business intelligence solutions that proved to be ineffective. Once I had made a case for Qlik Sense, we rolled the platform out to our internal analysts.

Previously, we would generate a general report that detailed a client’s annual results. Our customers would repeatedly come back with questions about their data. We realized they wanted us to go deeper, which meant we would have to go back, create new reports, and perform more analysis—all of which was incredibly time-consuming. It was also a non-value add for my team because all we were doing was applying a filter or changing the way we visualized data in some way. We were putting a new coat of paint on the same data and handing it back to our clients. Every time they had another question, we would have to start from scratch.

Now that everything is in Qlik Sense, we can give analytics access to clients and CRMs directly. They don’t have to ask us these questions because they can easily access the data for themselves. Now, our client relationship managers can do more consulting and less routine administration. They can talk about what’s happening with a particular program and why. They can see what isn’t working, figure out why that is, and do something about it.

The amount of time we save through this new process is enormous. Under our old system, answering what appeared to be a very simple question had a large number of manual steps. If a client came to us and asked, “Why are my high-risk populations at such a high level of risk?” determining that was a lengthy affair. Someone had to go into the data and figure out who the high-risk population was just to get access to the right data. Then, they would have to do a lot of analysis to discover exactly what “high risk” means. This process led to a huge amount of back-and-forth between our team and our clients, all of which was getting in the way of the actual service we were trying to provide.

Viverae Dashboard

Now, we have a dashboard that handles these and other types of requests. If none one of our clients and you want to see who your high-risk population is, you can filter the entire dashboard down to just that population with one click. Not only that, but you can also see exactly what their lifestyle risks are. You can dive deep into what their biometric risks are. You can see factors like “lack of physical activity” and compare and contrast them with other criteria like “high BMI.”

With this tool, we’ve been able to uncover a massive amount of insight for clients in a fraction of the time it used to take. For example, we have one client where there’s a big population of tobacco users, which drives up their overall risk factor significantly. With the old approach, it would have taken us a huge amount of time to identify this contributing factor—if we were ever able to actually get there at all. With Qilk, we’ve been able to quickly identify this contributing factor and adjust their program design accordingly.

But again, for both our company and our clients, this is about more than just processing data. It’s about uncovering the true story hidden underneath that data, something that has allowed us to improve our program design immeasurably.

For example, if we see that a client has a lot of employees who are tobacco users, we can build a program that works to incentivize them to stop smoking. This helps employees become healthier and demonstrates immediate value for our customer. Our clients appreciate seeing that we’re taking a proactive approach.

For our clients, using Qlik lets us more easily prove our value. For us, using the software saves us massive amounts of time. To illustrate the time we’re saving, we can look at our Agenda Reports. Our client relationship managers generate this type of report for our monthly client meetings. Before Qlik, they’d probably spend two hours every month for each report. Now, they can generate a report with a single click! When you consider we have 600 clients, that’s 1,200 hours Qlik Sense gave us back. If you value our client relationship managers’ time at $60/hour, that’s a savings of $72,000 a month.

But this isn’t just about dollars and cents to us. Our employees aren’t sitting idle with their extra time. Instead, they’re focusing on providing unparalleled value to our clients. Today, we can provide our customers with insights beyond their wildest dreams.

The Future of Wellness Has Arrived

It used to take three years before we could see the positive results of our actions. Now, we can start to see those trends shift in the right direction in as little as a week.

In the wellness space, no one else is doing anything remotely similar to what Viverae is. We’re offering the ability to track Internet of Things (IoT) data to engage members and validate corporate wellness programs. The level of analysis we have—coupled with the dashboard and the value we’re able to illustrate to our clients—is virtually unparalleled in our industry. I see it as a massive disruption to the wellness market.

Qlik has helped us get to the answers our clients ask for. Because of the nature of our work, this has a direct impact on the lives of their employees. I’m happy if I only help one person get their health back, but I’m thankful that with Viverae and Qlik, I can help over a million.

Central Queensland, Wide Bay, Sunshine Coast PHN

Established by the Australian federal government in 2015, 31 Primary Health Networks (PHN) around the country are a vital part of our healthcare infrastructure. Devised as a system to support medical services for thousands of patients – particularly those at risk of poor health outcomes – PHNs are responsible for commissioning services in communities, in areas of:

  • mental health;
  • alcohol and other drugs;
  • supporting general practitioners;
  • primary care.

Central Queensland, Wide Bay, Sunshine Coast PHN services a vast area of the state, improving outcomes across three unique regions. The need for clear data across those areas – informing reporting and program performance management – makes an intuitive and efficient analytics solution essential, and when the time came to reboot the existing system, the PHN came to AtoBI.

Dan White, Quality Assurance Officer for the Central Queensland, Wide Bay, Sunshine Coast PHN, spoke to us about the organisation’s needs and experience with AtoBI.

A problem of connection

While the PHN had several data sources – from Google Analytics, a client information management (CIM) system and contract management system – the lack of connectivity between these disparate sources was causing problems.

“It was really difficult to contextualise overall program performance, both to manage performance from a service delivery point of view but also with our reporting back to the Department of Health,” says Dan. “We wanted a single source of truth.”

That’s not to say the existing systems weren’t useful – Dan stresses the CIM solution is critical for the running of the organisation’s various programs. For detailed reporting, however, a more robust business intelligence (BI) system was necessary.

“The CIM system is used by a number of host agencies. It provides a selection of pre-prepared reports but they didn’t meet our complete needs, particularly with respect to visualisation of data. It was cumbersome to undertake regular data reviews with respect to quality and trend analysis,” Dan noted.

“We also had three separate instances of a CIM system, and we couldn’t compare across our three regions with ease.”

Searching for a better solution

Once the need for a more sophisticated BI solution was identified, Dan and his team knew they needed a provider that had experience within the PHN environment and the programs they managed.

“We were wanting someone experienced in total BI solutions – analysis, design, implementation and ongoing support. It was important to identify a provider that took the time to truly partner with us to enable the implementation of a best practice, effective solution,” he says.

They found that partner in AtoBI, who examined the needs of the PHN and delivered a solution that streamlined the analysis and reporting process.

“We’re now able to undertake self-service analysis with ease. Data elements that were previously difficult to compare are now connected much more simply, and we now have a single source of truth to support program oversight and management,” says Dan.

As a data and outcome-focused organisation, it’s critical for the PHN to have the right information in the right place when they need to access it. The solution provided by AtoBI is now assisting the organisation to effectively meet that goal.

Central Queensland, Wide Bay, Sunshine Coast PHN’s partnership with AtoBI

There’s little argument that leveraging analytics technology is immensely valuable in all industries nowadays, and Dan’s advice for any organisation investigating their own solution is to not hold back.

“We recommend that people be committed to embracing analytics and all that that entails. Don’t overcomplicate the process, but identify champions from executive to officer level and deliver iteratively,” he says, adding that it’s important to seek out the right strategic partners.

“It’s one thing to identify a provider, but it’s another to have a provider that wants to truly understand your needs, and really work to identify what it is you’re trying to achieve.”

For the Central Queensland, Wide Bay, Sunshine Coast PHN, that partnership led them to AtoBI.

“AtoBI genuinely sought to partner with us to achieve our needs. Their consultants were responsive, innovative and sought to implement best practice, the entire way through the process.”

Regardless of your own industry, AtoBI can deliver a similarly effective solution based on your requirements. Speak to us today to start the analytics and BI journey.

Healthcare Facility in Victoria

The team at AtoBI has worked with many large organisations across Australia, and we were recently approached by a leading specialist cancer treatment and research facility in Victoria to implement an intuitive business intelligence system to provide critical insight into patient management systems.

Given the important nature of the facility, having IT systems capable of supporting operations is essential. When the time came for a revamped analytics solution to help manage patient administration and reporting compliance, the facility turned to AtoBI and Qlikview.

The need for a better system

While the facility had elements of a BI strategy in place beforehand, changes to some core systems meant a more sophisticated solution was required. One issue was the change of critical source systems – most importantly patient administration and a radiotherapy information system. While the old patient admin system was switched off, the team still relied on it as a source for some of its radiotherapy data.

A necessary part of the transition to a new system was gaining the ability to work with particular segments of information at a given time, something that wasn’t easy under the old platform, and the solution in use prior to Qlikview implementation was essentially static.

The facility’s operational planning and performance team examined several other BI options, but already had experience in the Qlikview environment with some reporting, and ultimately decided Qlikview was the tool of choice. The dynamic nature of the product allows them to slice and dice data a lot better, making the process of implementation much smoother.

Experiencing the benefits of Qlikview

AtoBI’s developers not only deliver the solutions to customers, they make sure to work closely with key people throughout the process. This case was no exception – in addition to designing and delivering the new Qlikview solution, they were on hand to assist with every stage of implementation.

For the first day and a half, our application developer sat with the client’s team to gain an understanding of where the data was sitting in the server and how to extract it to the application, and they spent the rest of the time with the key business users. If questions arose, the right people had access to the developer so they could resolve them relatively quickly and move on.

All of that consultation and support resulted in a system that meets the needs of the facility, whether in terms of patient administration or reporting requirements. Being a critical part of Victoria’s healthcare services, there was a significant amount of state-level reporting required which was proving to be a challenge.

AtoBI was able to build a sophisticated, intuitive outpatients dashboard for the facility, providing the ability to grab the extracts that were posing a problem and upload 3-6 months worth in very quick succession.

Moving forward, the Qlikview system is making it easier for our customer to liaise with other agencies, and even expand use of the dashboard into new areas. Submitting monthly data to the Department of Health has been streamlined, and the operational planning and performance team has even been able to internally develop an additional sheet – based on the AtoBI dashboard – to capture further components of the statewide reporting they need.

AtoBI’s success with the the project is the result of years of experience and tireless devotion to providing the solutions our customers require. Speak to us today about your organisation’s own analytics needs.