MD On-Line Trains 90,000 Healthcare Providers Using Customizable In-App Support; Self-Service Eliminates Need for 1-on-1

Implementation and Onboarding Accelerated
Support Requests Huge Drop
Accelerate Employee Training & Onboarding

MD On-Line (MDOL) partnered with WalkMe to help thousands of healthcare workers better navigate the MDOL platform. Customized self-service training also improved awareness and adoption of new features. Overall, since implementing WalkMe, MDOL has enjoyed:

  • Accelerated implementation and onboarding
  • Huge drop in support requests
  • Accelerated employee training & onboarding
"We have received an overwhelmingly positive response from our customers. WalkMe reassured even our most hesitant users, as online tasking became infinitely more manageable. You could see the change in customer attitude immediately — it was astounding."
~ Cory Lewis
Marketing Brand Manager, MD On-Line

Executive Summary

MDOL is an innovative company that constantly updates its platforms, systems, and features. With a large customer base to train regularly, it became obvious the MDOL needed a new solution to ensure customers optimized their usage of MDOL, without overburdening support.

WalkMe worked with MDOL to develop and implement custom Walk-Thrus that sharply accelerated the onboarding process. Online tasks became more accessible, virtually eliminating the need for one-on-one training and slashing the number of support requests received. Most importantly, MDOL received strong positive feedback from its loyal customer base.

"We have received an overwhelmingly positive response from our customers. WalkMe reassured even our most hesitant users, as online tasking became infinitely more manageable. You could see the change in customer attitude immediately — it was astounding."
~ Cory Lewis
Marketing Brand Manager, MD On-Line

MD On-Line (MDOL) partnered with WalkMe to help thousands of healthcare workers better navigate the MDOL platform. Customized self-service training also improved awareness and adoption of new features. Overall, since implementing WalkMe, MDOL has enjoyed:

  • Accelerated implementation and onboarding
  • Huge drop in support requests
  • Accelerated employee training & onboarding

Executive Summary

MDOL is an innovative company that constantly updates its platforms, systems, and features. With a large customer base to train regularly, it became obvious the MDOL needed a new solution to ensure customers optimized their usage of MDOL, without overburdening support.

WalkMe worked with MDOL to develop and implement custom Walk-Thrus that sharply accelerated the onboarding process. Online tasks became more accessible, virtually eliminating the need for one-on-one training and slashing the number of support requests received. Most importantly, MDOL received strong positive feedback from its loyal customer base.

Executive Summary

MDOL is an innovative company that constantly updates its platforms, systems, and features. With a large customer base to train regularly, it became obvious the MDOL needed a new solution to ensure customers optimized their usage of MDOL, without overburdening support.

WalkMe worked with MDOL to develop and implement custom Walk-Thrus that sharply accelerated the onboarding process. Online tasks became more accessible, virtually eliminating the need for one-on-one training and slashing the number of support requests received. Most importantly, MDOL received strong positive feedback from its loyal customer base.

THE
Challenge

Improving customer experience while reducing one-on-one training

MD On-Line (MDOL) is constantly innovating. Their robust systems are consistently being improved, and their product teams regularly release exciting new features to best meet customer demands. With a growing customer base engaging in an agile environment, MDOL needed a method to help their customers quickly navigate their web portal and optimize their use of  the system.

MDOL’s challenges were specific to two product platforms: its fully integrated practice management (PM)/electronic medical records (EMR) system, as well as its EDI services for electronic claims submission. Prior to using WalkMe, MDOL’s PM/EMR offered one-on-one support and training services and product training videos to customers going through the onboarding process, while EDI provided one-on-one support, manuals and list of FAQs to new signups. With multiple product iterations and a need to comply with myriad industry regulations, these support materials required frequent updates.

Reaching a large base

For their PM/EMR platform, MDOL sought to reduce the amount of time and financial resources attributed to one-on-one customer training, as well as handle queues during periods of high growth. For MDOL’s EDI solution, the challenge was finding a way to effectively train a customer base of nearly 90,000 healthcare providers. Given this, MDOL sought out a method to help customers self-task online.

THE
Solution

Personalized in-app training experience

WalkMe provided MDOL’s PM/EMR customers with a personalized and customized online experience. Assistance is deployed at the point of purchase, reducing the need for one-on-one training and answering basic help inquiries. WalkMe was able to accelerate the implementation and onboarding process by reducing the learning curve and heading off unintended error.

WalkMe’s interactive guidance also allowed MDOL’s EDI customers to self-task. As MDOL specializes in solutions for the smaller, one to five doctor practice, many of its EDI customers are unaccustomed to (and unsure of) incorporating even the most basic of in-office technologies—electronic claims submission—into their daily workflow.

Reduced support burden

In leveraging WalkMe’s online guidance, MDOL was able to make an already easy-to-use product even easier to use, thereby reducing daily requests for customer support.

“We have received an overwhelmingly positive response from our customers,” says Cory Lewis, Marketing Brand Manager at MDOL. “WalkMe reassured even our most hesitant users, as online tasking became infinitely more manageable. You could see the change in customer attitude immediately—it was astounding.”

THE
Benefits

“Our experience with WalkMe was excellent from start to finish,” Lewis continued. “The staff was responsive and very involved in the implementation—we got the impression that WalkMe’s employees are extremely dedicated and passionate about their work. Needless to say, we were thrilled with the quantitative results.

“Our support team can now focus more of their time addressing the more complex questions, improving the first-rate customer experience that MDOL strives to provide. Our customers are the type of customers we all hope for—they return, they tell their friends and they are loyal. Making our site usable for all our customers is a commodity worth investing in.”

About MD On-Line
More Like This

"WalkMe is helping Thermo Fisher Scientific achieve our mission of being the world's leading digital science company, so that...

"As a tech company, it’s very tempting for us to say, “We can build it ourselves,” but this would...

"WalkMe is an invaluable solution that makes Oracle Sales Cloud easy to use for our 6,000 users. Implementation was...

Advertisement