With the migration of patient health information from paper to digital form over the past 20 years, data has begun to play a pivotal role to enhance and optimize both the patient’s and the service provider’s experience. With a large and ongoing investment into cutting-edge data analytics, TigerConnect is dedicated to revolutionizing clinical communication and collaboration by leveraging such analytics.
As TigerConnect strives to improve the quality of our service, measuring all aspects of user engagement is fundamental to this improvement. Maintaining robust data analytics also paves the way to significantly improve our product’s ROI in the eyes of our customers.
How We Leverage Analytics
Real-Time Analytics via Transactional Reporting/Trends
Although we have no visibility into the encrypted message content going across our HIPAA compliant platform, we do closely track metadata of all message transactions to derive meaningful learnings for our customers and for the company. Having a real-time feed of communication transactions within a customer organization that captures engagement stats delivers several important benefits for an enterprise. Most importantly, a real-time transactional ecosystem provides valuable audit trails on communication accountability. What used to be “I never got the page” is no longer a viable excuse as all message transactions are captured around delivery and read status of a message. The efficiency of this system lies in enabling split-second search capability by name, title or department and provides snapshots of relevant transactions (Fig. 1.1). Besides message level interactions, TigerConnect has introduced Trends which provides summary charts for both read and sent messages and top-down departmental and user level summaries, as well as for select time periods (Fig. 1.2). Trends allows an administrator to be alerted to any near term changes in user or departmental behaviour that need to be addressed.
Going one level deeper, TigerConnect also provides customers with custom analytics (TigerInsights) such as engagement by role, growth statistics by user and organization, and message type interactions (whether by person, group or Forum). These analytics empower customers to measure the efficiency of our service in conjunction with TigerConnect’s various product components. For example, breakdown of messaging trends over device or platform (eg iOS vs Android) and can provide much needed insights into a health system’s BYOD ecosystem. Another example is how on-call nurses and doctors leverage our Automated Persona Management capability to improve their services or trends over various message types such as broadcasting or distributed lists. Such message types are the least intrusive for end users, but can also be an effective way to grab the attention of a broader audience. As you can see from Figure 1.3., all important engagement indicators are presented to customers with relevant reports. These reports provide a bird’s eye view of engagement while enabling them to dive more deeply into individual reports.
For any product, the first impression often drives long term adoption. The Implementation team at TigerConnect carefully scrutinizes early customer adoption metrics provided by our data analytics platform during the critical roll-out window to gauge network effect within an organization. Real-time data analytics play a very important role to allow our implementation team to be pro-active as opposed to reactive. Transactional reporting provides crucial timing information related to various stages of messaging flow, such as sent, dispatch, deliver and read times. Lag time within these different stages highlights intrinsic systemic issues and/or on-premise communication infrastructure limitations. Besides message flow, user-level analytics provide insights into provisioning and onboarding of doctors, nurses and others.
Data also plays a critical role in our product’s life cycle. Whether introducing new features, enhancing existing ones or decommissioning unused ones, analytics provide vital insights around feature adoption. Reporting on a specific feature engagement informs our product team whether that new feature is hitting the mark. For example, when TigerConnect introduced Role-based messaging last year, we received instant insights around its utility based on engagement as a cohort and how to enhance this important feature.
Overall, data, reporting, and analytics play a vital role in TigerConnect’s healthcare communication strategy to improve implementation, drive long term adoption and help refine our product roadmap which in turn drives more utility. Analytics play a pivotal role across our healthcare customer network ecosystems to amplify better experiences for care teams and enable visibility into areas that previously were unmeasurable like answering service, pager, and fax utilization. Anticipating the next paradigm shift, we will introduce our self serve analytics platform to customers to allow even more freedom to measure and optimize their own usage of our product.