Hazel Health Customer Case Study: nCloud Integrators Expert Services Assistance

OVERVIEW

Hazel Health, the leader in school-based telehealth, partners with school districts and health plans nationally to provide mental and physical health services to help K-12 students stay engaged in learning.

CONTEXT

Joe Abittan, program manager with Hazel Health, is working with nCloud Integrators’ Gainsight Expert Services team to strategically look at the company’s CS business processes, discuss what is possible, and implement Gainsight to achieve Hazel Health’s objectives. The company's key business objectives include building out customer health scores, improving school district information management, and adapting the Gainsight platform to improve scale as Hazel Health grows.

BUSINESS OBJECTIVE 1 - HEALTH SCORECARD, A CRAWL, WALK, RUN APPROACH

“nCloud’s Gainsight Expert Services team has really helped us be more strategic about our health scores and think about what we want to achieve and measure,” states Joe. ”With this strategy, we are taking a “crawl, walk, run” approach.  We are starting with a small number of easily-understood metrics, and rolling this out to our team so they can look at the data and say, ‘Yes, this makes sense, and I understand how this relates to the overall health of our school district partners.’” 

Hazel Health is approaching its health scorecard as a “health readiness” score, because it shows if school districts are ready to be successful with them and use Hazel Health’s services. The health readiness score will also enable Customer Success team members to identify schools and districts where a majority of staff members are not trained on Hazel Health’s services. 

Joe continues, “With this information, we will be able to see where we need to spend more time scheduling partner training and other meetings to introduce our services to staff members. The more contacts we have in Gainsight that have been identified, contacted and trained, the better the health readiness score will be.”  

The company is working on enhancing its health readiness score with engagement metrics, including email open rates, as well as sentiment scores and utilization data as the scorecard moves from the “walk” to “crawl” and eventually “run” phases.  

BUSINESS OBJECTIVE 2 - MANAGEMENT OF INFORMATION

Hazel Health is growing rapidly so many processes have changed even within the last year. 

Because of these changes, fields, rules or processes built into the original iteration of Gainsight needed to be removed or changed.

“We are working with nCloud Integrators to strategically go through our fields, business rules and other items to determine what we need, what is working and what is not working,” states Joe. “This will make our rules run more efficiently, and we will have better information on our dashboards and reports.”

BUSINESS OBJECTIVE 3 - SCALING AND ADAPTING THE GAINSIGHT PLATFORM

Hazel Health is continuing to enhance its use of Gainsight’s Journey Orchestrator to help standardize and automate processes, including its school district training program. Gainsight looks for new contacts being added, and based on the date that is entered, kicks off a series of emails about training and workshops. Then the system tracks if the training and workshops are completed, and if not, these same contacts will receive reminders and links to future workshops. 

“nCloud Integrators helped us build this program in Journey Orchestrator and also incorporate data from this program into our dashboards and reports. Now our team knows exactly who received the emails and who completed the training. This makes it so much easier to track where we are with each school district,” continues Joe.

Historically, only 35% of end users within a school district completed their training with Hazel Health. After putting the automated email campaigns into Journey Orchestrator, the company is now experiencing a 71% training completion rate. In addition, its team members are saving a significant amount of time not sending individual emails. 

“We tracked the number of emails we sent during a twelve-week period, and 50,000 emails were sent to 13,000 contacts,” states Joe. “We are estimating our company saved around 800 hours within that twelve-week timeframe.”

nCloud also helped Hazel Health roll out Success Plans for its Implementation Team to standardize the steps to take with each new school district. “Along with these Success Plans, we worked with nCloud Integrators to build milestone rules. So as steps of a Success Plan are completed, Gainsight is logging those milestones into the timeline,” continues Joe. “This helps us visually see what we are accomplishing with each school district partner, and we will be able to pull reports based on these milestones to better understand trends.”

PROCESS

nCloud Integrators is working with Hazel Health as both a strategic advisor and a technical resource.

“nCloud Integrators can help you figure out where you want to go and then put in place the pieces within Gainsight to achieve that vision,” states Joe. “They can also be an extension of your team to help with the technical building that happens in the background so you can focus on moving your overall business objectives forward.” 

NCLOUD INTEGRATORS’ APPROACH 

“We know that Gainsight is a robust tool with a lot of capabilities that can help us service our partners better, but we need someone who can look at our partner's journey and say, “Gainsight can help you streamline your processes in this way,’” states Joe. “nCloud Integrators is great at the strategy piece and saying, “What is your end goal” and looking at this goal from all angles, pointing out things we might want to consider, and then helping us achieve this goal by using Gainsight. The consultants know what is possible, and how others are using Gainsight to achieve similar goals.” 

Joe stepped into his role after everyone who first implemented Gainsight was no longer at the organization. “I had to learn everything from the beginning, and the nCloud Integrators’ consultants were very patient as we worked through some of the very basic pieces,” continues Joe. “Now I am at the point where we are advancing the system and thinking about our processes strategically, and the nCloud consultants are great sounding boards to ensure that we are moving our work forward in a way that makes sense.”