Cova Coleman, Mark Benjamin, FLU discussed on The Voicebot Podcast
The person flew right but the flu needs to be bill in the i've These who built. So if we just automate the mundane not the easy. But you know the mundane the heavy lifting in terms of the administrative tat Tasks we help them with compliance issues. We help them with the regulatory. The billing issues is magic there and then we free physicians up. You know to practice medicine the way they really want. We call it. You know bringing back the joy of medicine and is this other notion. We have turning the chair around so turning the physician away from the laptop or the desktop back to back to the patient so they can have a conversation with the patient. And that's the super for us. That's really very very exciting. So i think this is twenty twenty. So it'd be remiss not to ask you how covid has changed your business I know you had a you had a really good I don't know if that was second. Quarter third quarter You know much better than people expected. Everybody else was contracting. Guys have had a little bit of a bomb. But i think healthcare was suggest to be one of those big things you guys. You beat beat estimates. I think to to the quarters. You're at the high end of the range this this most recent quarter so in some ways everyone looks at this and say hey covert is ben baby good for doing nuance his business. That'd be of value for the things they but the tell me a little bit about that like how is couve innate. Changed what you do what you're investing in what you think about. Every day is what's interesting. It's interesting it's I don't know if cova coleman itself has been the the reason for the success kind of in the performance of the company. I think we did a lot of were kind of when mark benjamin. The new ceo came in to try to really legitimately transfer transformed the company and we literally did a top to bottom complete transformation in every way possible in some of the most painful ways you could possibly imagine in terms of visiting the organization understanding what we do in how we do it in questioning kind of everything. We just kind of emerging from that and we're starting to see really really good offence of that terms of the products we bring to market the adoption of the pro. How we deal with the clients. That's kind of art on the cove side. I think we saw the same thing that everybody else did. Beginning last year in it or Last year knows actually nine months or so ask. Oh yeah. It seemed like last year so we saw like they're starting to be pressure on the hospitals. You know the folks that were trying to make decisions. The buy stuff started a turkey that the volume on that started to turn down. We couldn't get the callback like everybody else. That kind of lasted link thirty to sixty days and we saw some downward pressure on the business but then it really came back roaring just like you know we thought it might in a couple of things on the healthcare side. That happened in connect this as well. You know in the on the healthcare side. What happened is the digital front door. The hostile like woke up right and in the same way like an airline or a telco or a bank kind of institutions have digital for doors that are alive and well the only channel. You've got people coming in from all over the place well recognized that they had those channels but those channels were kind of hospital administrators. Kinda slow dancing with the because it was still a very kind of physical experience right. I would say more about ignoring it or or slogans but the reality is that our phone slake lit up because we talked to a big a big institution. Boston several weeks ago and they said they like the telehealth stuff went from twenty. Five hundred telehealth visits a month to three hundred thousand right in and when that happened it not only telehealth but it lit up the phone lines lit up the call center Lit up all the hanging out there so now all of a sudden omni channel is a fame right. it's it's a thing for hospitals and so we went from barely talking to folks about bringing enterprise technology to the healthcare space to patient engagement. And all that stuff kind of really lighting up a around a lot of conversations going to start relative to that also of course the telehealth stuff started so we bribe our dragon be inexperienced technology ability. Frost elicit conversation create clinical documentation. We brought that to telehealth right and we pivoted like on a dime relative to that. We respond really quickly. Also a whole bunch of stuff. In terms of intersects with a bunch of enterprise offers that we have now to when When everybody started to go virtual on the digital front door lit up folks realize like we can't put enough people on the phone lines to deal with the surge of questions that extra getting uncovered so putting virtual so putting the app so putting virtual agents in all digital channels. That kind of right so so healthcare kind of really. Well go away. It wasn't in the traditional sense the businesses that we've been serving for so long. All this new stuff happened in for us as a company that was a major luxury that we had. We have the enterprise business of nuance. That's been doing this forever. So he had a lot of east bring to the table so it was very good outcome. And then on the enterprise side basically you know governments you know municipalities all basically. Anybody who's receiving questions about cova in a general sense cities right. They started asking questions. Like how do we actually deal with us. Virtually again all of that stuff. Basically basically Woke up and then also on the enterprise side call center started. Virtual is because of the physical proximity problem so they sent all their call centers home. They didn't have any info especially in these foreign places you know. Third world is places. They didn't have any way to support those people from home. So the only way from big businesses to support their their clients appalling in is again digital technology. Virtual agents conversational. I yes. I hadn't really thought about that. So what are the things. I observed very early in the process. Early q. two of this year was that there was this surge issue in like knowing something about how call centers contact centers work They are generally designed for efficiency They're viewed as cost centers. Some people invest a little bit more. They certainly aren't Staff for the surge anomaly. Right there staffer maybe a little bit more than average but that would be about and particularly if you look at healthcare and government to areas that. Were getting the most calls. They're the least likely to be overstaffed for variety of reasons which we don't need to get into a the only way they could handle the surge is to have this and it seems to me that in healthcare. It's kind of like hollywood. You know the the old the old thing about hollywood is. There are five people who could green light a film visitor anymore but go back twenty years five can be invited. Everyone else only say so. It's not even really worth it to talk to anybody else. Because they can only say no. You just try to find those people and i think it's sort of like that and in healthcare it's it's always very easy to say no because you don't generally get in trouble for that and so that's why technology adoption is really slow Because everyone so risk averse but at some point it was amazing. What was going on people. Were like yes. I'm gonna put mets conversational chat bot to do this i'm gonna do scheduling automatically online to do this. I'm going to do telehealth all these things that they've been toying with the proof of concept in the concept of people don't know healthcare proof concepts go on for five six seven years because no one wants to pull the trigger and say yes the new operational procedure. Because what if something goes wrong. Who's holding the bag. All of the sudden they're like we haven't excused covid made us do it so it's almost like all the things they wanted to do now they had to do in. This was the excuse to get it through percent. It is part of the beauty of by the way kind of happy happy accident. Is that our health care. Clients didn't realize that we were actually in the enterprise space because they've been dealing with the healthcare..