Elation Health Onboarding Demo

Hi, I'm Tony Melendez.

I built this app for Elation Health and it really showcases how smart and contextual onboarding tool, not only how it could be done but how it can add value.

the tool watches what a clinician does in the ehr.

It identifies teachable moments and it also communicates with support CSM and product engineering teams with those observations so they can act upon those.

lots of value be realized from a tool like this.

first of course our primary objective is to get our doctors to master the tool as quickly as possible.

we also want them to, we also want to reduce support costs and ultimately we want to accelerate time to value.

So really getting to that out of the onboarding phase and where we can actually realize value from our, from our customers.

So let's jump into it.

So I'm logged in as Dr.

Mike Teodosio.

And so I'm logging as a doctor.

Let me click on patient history here.

So this is really just the patient directory there.

I have three patients logged in and of course what I'm seeing here is their SOAP note history.

So the pre, the notes of the previous visits, there's a knowledge base.

So here's just some knowledge articles, knowledge based articles.

And this is actually integration with Confluence.

So this is real time pulling in our data or articles from Confluence to generate this list.

I can open them up if I want to see them.

That's great.

but really the action kicks off here in the visit note.

So this is, I'm Dr.

Mike.

I had a session with a patient and I'm going to record my findings here.

So let me select a patient.

Let me click James Chen, who has hypertension.

Here's the view history.

So this is James's he's been here twice before the two notes from his previous sessions.

And what I can do is I can copy to note.

So I'm going to copy all of this and put it into the note, page, the active page here.

That's great.

Now you'll notice on the right side we have something called the guidance stocks.

This is kind of the onboarding element here.

And so it's noticed my activities, what I clicked on.

So by the way you copy and pasted, there's a safety check.

Be sure you update the information.

So just don't let's, let's not forget to to update all of these fields.

And second there's a shortcut.

I can push control Enter that'll automatically submit this, note and save the note.

And I want to call out something called live signals.

Let me expand that.

So again.

And notice that I copy and paste it and it's sending that information to our CSM and our support and our product teams.

We'll get into that in a moment, but let me go ahead and collapse that.

And you'll also notice here at the top there's a, progress bar.

So this is a bit of a gamification, mechanism where I can see, as Dr.

Mike, I can see how close am I to getting 100% mastery of this tool by am I clicking on everything?

Am I, noticing all the features.

Features and all, all the, AI enhancements here.

So let's go ahead.

And I'm going to delete here what I copied over into the subjective field.

I'm going to paste something that I've already copied into my, clipboard.

You'll see the guidance doc adjusted again.

So I'm here.

I'm going to scroll down.

Most notable is that AI Assistant is now available.

So it's calling out this panel here, which is AI Insights.

And this is really the first introduction of AI.

So let me go ahead and click View.

Now.

AI generated this.

So AI watched what I was typing.

And it's also looking into the patient's note history.

It's detecting a pattern.

So pattern detected across prior visits.

Fainting and dizziness is documented for this diabetic patient.

Use the patient history to review, context.

So what, it's advice.

This is not medical advice.

What it is, it's tool advice trying to get me as Dr.

Mike to master the tool.

I should be able to access quickly access the view history.

I did click that before.

so I already know that.

But again, this is just an AI check.

By the way, be sure to look through the, note history, the patient's history.

sorry.

So great.

So let's go ahead and add.

His glucose is 110 and his heart rate is 80, 8.

Great.

Now let's just say I'm happy with that.

And I want to see, submit this.

I'm going to save it.

So I'm clicking.

This is saving to Confluence.

It's actually real time writing this article.

This, this note, SOAP note into Confluence.

And I can show you that by clicking Going back up to, patient history.

Go back to James Chen.

And I had to click this refresh button and there it is.

So this is the, the.

And I can open it so this is the SOAP note I just created.

It's again this is live, it's going to Confluence, it's pulling it in.

So this is kind of a working live demo.

So that's really cool.

I want to be able to switch roles now.

So that is let me switch over to CSM now.

I'm logged in to CSM and now the CSM dashboard is now activated.

Let me click that.

So again me as a customer success manager I want to have insights into all of my customers that I'm responsible for and see what's going on.

How can I better support them.

So here's Mike and you can see this is the mastery kind of progress bar.

And this is really just a suggestion for how I can provide training to Dr.

Mike.

So based on Dr.

Mike's behaviors it suggested three things.

One structured glucose fields, the AI summary generation and keyboard shortcuts.

So it's recommending some training.

Theoretically I would click this and it would link to my learning management system.

I'm not doing that here but I could link to my LMS and just schedule a training session.

similarly there's another tab called Suggestion modules.

So now it's looking at all of the behaviors of customer behaviors for suggested training.

How can I support all my customers, all the doctors that I'm responsible for with some training and I can deploy modules here theoretically if we were connected to lms.

So let's switch over from customer support to to to to customer support.

And now you see the support dashboard is activated.

Now this is interesting me as a support agent, I want to know how can I improve my knowledge base.

So this one is looking for, this is the content gaps again based on some behaviors.

For example 47 clinicians were affected by structured glucose fields.

I should write an article about that.

So this is suggesting new content for me to create.

There's a feature discoverability tab here.

So based on how can I add in context help.

So basically SOAP notes, templates I should be able to.

Again there's 63 of them were missed.

So how can I improve my how can I improve the support for these features?

search optimization I think is most interesting.

So it says here 23 failed searches.

So 23 people searched for how to enter glucose and they didn't find Anything.

So it's either one of two things.

One, I need to write an article for how to enter glucose, or we do have an article on that, but I need to fix the metadata, fix the taxonomy, whatever it is, so that I can, so that when people do search it they can find it.

So that's pretty cool.

So let's switch roles again to our product team.

product dashboard is now activated and again me as a product engineer, what and I'm responsible for the continued enhancement of the SOAP utility.

and what.

I have a backlog of enhancements and bug fixes and bugs that I want to fix.

So how can I look at customer feedback to influence and prioritize my work?

And these are the observations.

So there's some UX improvements that it's recommending, there's some feature requests by the way, based on some of the behaviors.

We think you can add these new features.

And also it's actually suggesting smart features.

So how can we use AI to really improve the customer experience?

So that's all great.

Now let me add one last role here, which is admin.

Admin activates all of this.

I want to go to performance and roi.

And this, I spent a lot of time on this section here.

So the question is how can this tool, this, how can an onboarding, an AI enhanced onboarding program bring value?

So the first input here is number of customers per month.

So let's set a 10.

I can adjust it here if I wanted to, but let's just set it 10 customers per month that we new customers that are being onboarded.

That's great.

Now here is the onboarding maturity.

The level 0 means that we don't really have an onboarding campaign or onboarding intelligence.

So this is really the how much it costs without onboarding.

So we can assume that There's.

It costs $85 per support ticket.

It costs $150 per hour for CSM hour to support the customers.

average customer values about $50,000 a year and churn replacement cost.

So how much does it cost to replace a lost customer is one and a half times 50, thousand.

So $75,000 to replace a customer.

All right, so there's some assumptions here, but let's move over to basic level one.

So if we initially this is called this app, the beginning of the year one of our onboarding, our smart onboarding program, Level 1 introduces savings and it's just going to give you the number I'm able to save $63,000 per month.

So let me go through that, what that means and how we got to that, value metrics.

So how are we saving money?

So first is through case deflection.

So normally it takes about, we can anticipate 18 cases per month per customer, but I'm able to reduce that to 10.

So I'm saving eight tickets.

Now there's a value with that.

CSMs normally spend about eight hours per month per customer.

I'm able to drop that to five.

So I'm saving three, hours per month per customer.

A churn reduction.

I can project that.

I can save about 5% of lost customers.

So there's a small number associated with not losing customers.

and of course customers buy more.

So there's a 3% upsell lift.

So I can save or create one, thousand five hundred dollars in new value.

That's great, but it's not all about the money.

So what's the qualitative impact?

So moving the CSAT scores customer satisfaction, we can move the needle from 3.5 to 3.8.

can increase the discovery rate of how quickly our customers are, finding features.

there's teachable moments.

Obviously using a tool like this, we're going to greatly increase the teachable moments, the contextual in the flow moments to teach and time to value.

So most onboarding phases around 90 days.

Can we reduce that to 60 days at level one?

Yes.

So that's kind of way for us to quantify the dollar and the soft value of level one.

But more what's interesting is the maturity progression tab.

So now I'm at level one, what's it going to take for me to get to level two?

So first it gives us a little bit of a summary of what level two does.

but really level two is going to save me $148,000 per month.

And here's an interesting, we'll go down, scroll down a little bit more, a kind of a breakdown of all of our levels and how much money I can save.

So at level one, we're not saving anything but level zero, we're not saving anything.

Level one, we're saving $6,000 per customer.

We have 10 customers.

That's $63,000 per month for $765,000.

But it obviously it increases as we mature our program or we start aut start really deep in with, AI, we start getting tighter team integration.

so at level three we can go from $700,000 a year to $3.3 million.

$3.3 million per year.

And you can click that, you can kind of dig into the details.

So let's just go down to levels.

Let's go to all the way to level three.

What does that look like now?

I can.

Now let's go through the value metrics of level three.

Level three, we're saving instead of 18 tickets, down to 16 instead of eight hours per CSM.

is one, we're reduced that number to six and a half hours, reduced by six and a half hours.

So you can see that we're forecasting and all of this stuff is backed by some kind of data.

So here's a Bain, that supports that Forrester.

So these are not unrealistic, projections.

So the last page I want to show is about this app.

So I built this tool using a product called replib.

Repl Dot is an app that builds apps.

And it cost me almost $100 to build what you see here today.

and if we went through the traditional developer route, it would have cost probably over $10,000.

Not to mention it would have took much longer.

I spent probably two full days doing this.

It took a while for me to get to this point.

But for a hundred bucks in a couple of days I pulled this back this app off.

I wouldn't have done it even for $10,000.

It would have been, in probably weeks, if not months it would have taken to get to this phase.

A little bit about me and a little bit about the architect, the tech stack.

Here you can see all the tools and the technology we're using.

I've already mentioned we're connecting and integrating with Confluence.

We're also integrating with AI.

In this case, I'm using Grok.

Grok is the AI, engine bot that powers the X platform, formerly Twitter.

It's very good by the way.

So I encourage you to kick the tires here to, to use this app.

The link is on the page here.

if you want me to give you a one on one demo of this, I'll be happy to do that as well.

Just let me know.

Otherwise, I, I hope you enjoyed.

Have a good day.