Spok Holdings, Inc. · NASDAQ:SPOK
Spok — Spok CONNECT Virtual 2020
153 slides from Spok's conference presentation, Nov 10, 2020
Slide 1: CONNECT Virtual
CONNECT {2!') VIRTUAL
Slide 2: Safe harbor statement
Safe harbor statement This presentation may include forward-looking statements that are subject to risks and uncertainties relating to Spok’s future financial and business performance. Such statements may include estimates of revenue, expenses, and income, as well as other predictive statements or p
Slide 3: Vince Kelly, CEO, Spok
Vince Kelly CEO, Spok
Slide 4: Healthcare has changed. The importance of care team communication hasn't.
' ' Healthcare has changed. The importance of care team communication hasn’t.
Slide 5: It's been a tough year
It’s been a tough0 year
Slide 6: COVID-19 impact on elective procedures
COVID-19 impact on elective procedures Pre-COVID-19 100% Elective Current 65% procedure Predicted to return to volumes 2020 year end 85% near pre-COVID-19 levels by end of 2020 1-3 years 85% Source: L.E.K. Consulting L.E.K. Consulting is a registered trademark of L.E.K. Consulting LLC. © 2020 L.E.K.
Slide 7: Life as we know it has changed
Life as we know it has changed
Slide 8: Smarter, faster clinical communication
Smarter, faster clinical communication More important today than ever before
Slide 9: Daily challenges
Daily challenges Mass notifications Expediting treatment Activating the EHR
Slide 10: Why is a healthcare communication platform important?
Why is a healthcare communication platform important?
Slide 11: Daily challenges: mass notifications during COVID-19
Daily challenges Notifying backup staff and issuing other mass notifications during COVID-19 •
Slide 12: Daily solutions: single source of truth
Daily solutions Single source of truth for contact details, schedules, and status availability 0
Slide 13: Daily challenges: expediting treatment in the ED
Daily challenges Preparing for and expediting treatment upon patient arrival in the ED 0 0.
Slide 14: Daily solutions: multiple devices including pagers
Daily solutions Support multiple devices, including pagers, and reach multiple staff members •
Slide 15: Daily challenges: Activating the EHR
Daily challenges Activating the EHR
Slide 16: Daily solutions: EHR sepsis alert
Daily solutions Deliver an EHR sepsis alert to the right clinician on their preferred device
Slide 17: We believe in the power of Spok Care Connect
We believe in the power of Spok CareCare Connectt
Slide 18: Sessions to help
Sessions to help Getting the word out fast: How Yale New Haven Health alerts the right people at the 0 right time Courageous communication: Healthcare leaders share lessons from COVID-19 You’re needed now! 3 ways to optimize your directory and on-call schedules to reach providers faster
Slide 19: Sessions to help
Sessions to help From drudgery to harmony: 5 process automations at Rutland Regional Medical Center COVID-19 and HIPAA: Why securely connecting care teams still matters and how to do it better Care in motion: 5 benefits of a healthcare-grade mobile device •
Slide 20: Sessions to help
Sessions to help EHR integration to help you modernize communication: Q&A with Virginia Hospital Center The future of your Spok console starts here: Integrating with Spok Go® to drive clinical value Brilliant software with Spok, AWS, and you: Behind the scenes of our secure healthcare technology
Slide 21: Spok Go closer look
o., ... _ intuitive lnbox • customizable 0. ---.... ,_,,. manage activities All Chats Alerts Notificatio Newest first ..., = Filters .•~-,,.__.• ;.,~ J4ito4l'A......, ..,~, .... 0 . r1 11 0 :: Spok Go Closer Look https://www.spok.com/videos/see-spok-go-video
Slide 22: Priorities on the roadmap
Priorities on the roadmap Console Clinical integration Diagnostics + Spok Go innovation • • • • • • • • ✓SOC 2 Type II • certification
Slide 23: The best hospitals rely on Spok
The best hospitals rely on Spok Including all 20 adult hospitals and all 10 children’s hospitals named to U.S. News & World Report’s 2020-21 Best Hospitals Honor Roll Eight years in a row!
Slide 24: Cherokee Nation
Cherokee Nation Cherokee Nation Health Services is the largest tribally-operated health system in the country Spok Go base platform Drive clinical value around codes for new facility
Slide 25: Dr. Mark Weisman, TidalHealth
Dr. Mark Weisman Chief Medical Information Officer TidalHealth System Tidal Health™
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t;( ~' (-U-, J(. µ.,.£ IJ,,e,re..Sil~l\1 ~Dhieiov r,, ',,.v '( 01,l l r " We're staying home 1+..i<. 'tou F,>( ',J,,U,oi<, for you. Thank you YI•\'\\. ~.w. 'vi iii"l"in~ r..~ u\ wr ~s Ilk ,e .st<>1,"'l ho"'1, fc~ J"""· T>,,,,., J"' f.,. .,_,,}-,, "ltlt' I ( ~4•~ '11.,..c. fo, u~ 1 t ••- ., •. Thank
Slide 27: CONNECT Virtual
CONNECT /') VIRTUAL
Slide 28: Mark Weisman, MD, TidalHealth System
Mark Weisman, MD Chief Medical Information Officer TidalHealth System TidalHealth ._
Slide 29: A new blueprint for today's hospitals
A new blueprint for today’s hospitals Improving care with better communications at TidalHealth
Slide 30: Innovation partnership
Innovation partnership • 3+ year innovation partnership • Members on Nursing and Physician Advisory Council TidalHealth~
Slide 31: About us
About us Largest provider in the region Spok customer for 19+ years • National awards and recognition ￮ 125 national awards, recognitions, and certifications in the past half-decade Tidal Health_
Slide 32: A challenging and invigorating time
A challenging and invigorating time How TidalHealth is leading the population health management shift in the delivery of healthcare
Slide 33: Our top communication challenges
Our top communication challenges Pre-COVID-19 • Nurse to doctor • Patient to nurse • Home health to doctor During/after COVID-19 • Care team to family • Nurse in a COVID room to outside • Hospitalist to PCP TidalHealth _
Slide 34: Our top business drivers
Our top business drivers Automate processes, digitize information, and streamline workflows - - • Improve care Speed response Alleviate coordination and prevent administrative with smarter delayed care burden on notifications clinicians TidalHealth ~
Slide 35: Why we use Spok Go
Why we use Spok Go® Empowering workflow-driven communication at TidalHealth
Slide 36: Current and future Spok solutions
Current Spok Care Connect® for secure messaging, contact center, and care collaboration In process and future Spok Go® for nurse call, alerting, and improved communications when admitting patients Tidal Health_
Slide 37: Spok Go for care collaboration
Spok Go for care ( Clarke Gillebert, RN 0 collaboration Pdtlont Pain Today You created this group with 2 members Improved communication Cl,rke GlllebOrt, RN. 7:15 AM Patient 301 is having increased with the orthopedic ~ pain from his surgical site. providers and the nurses What is his current pain l
Slide 38: Spok Go for Lifeline signup
Spok Go for 24-hour emergency monitoring service (Lifeline) signup Lifeline orders weren’t getting into Epic and the Lifeline team wasn’t notified until patients were discharged and it was too late Now a message is sent directly to the Lifeline team when the order is identified by health unit coordi
Slide 39: Spok Go for expediting sleep lab discharge
Spok Go for expediating sleep lab discharge Improved communication with sleep lab providers and the discharge providers gets patients home sooner ,,,.., .tA-vi~ h--'yW"'~~. •w~ .. ~,- ....'(,.._,~ ·-----,-.-.. ..,,_.... .,,,.,.,,..---",.1/'IW,.,,_, -., , -. '-'h ... l l '-'J TidalHealth .
Slide 40: Spok Go for ED physician and hospitalist communication
Spok Go for improved communication a between ED physicians and admitting hospitalist ~ ( Tidal Health_
Slide 41: Summary
Summary A unified clinical communication platform improves: Workflows Provider :Im ~ communications Care team Critical alert Critical results collaboration response times I messaging . Tidal Health~
Slide 42: Connect with Dr. Weisman
Connect with Dr. Weisman e:,<1o:>.._ • .,. .. _'-.,,,.,.. lfi c.,..~,1,.-g..-:lh• Mark Weisman, MD --- ....-... 4._ .. .._..... J-r.elM!W...,, •.,:; ._o.,,11t (lo.,<Jt$0'-t,.!A'J :.~ .., CMIO, TidalHealth SF!f¢"l0l!l0' :1,,1io,.~· ,......,,;-.-C,,.,<!"c ,i\u "'•';t.a1:,.~ www.cmiopodcast.com ~11:'1\
Slide 43: CONNECT Virtual
CONNECT {2} VIRTUAL
Slide 44: Safe harbor statement
Safe harbor statement This presentation may include forward-looking statements that are subject to risks and uncertainties relating to Spok’s future financial and business performance. Such statements may include estimates of revenue, expenses, and income, as well as other predictive statements or p
Slide 45: Doug Gartner, AWS
Doug Gartner Sr. Solutions Architect AWS
Slide 46: Mac Stevens, Spok
Mac Stevens Technical Director Spok
Slide 47: Varun Verma, Spok
Varun Verma Director of Product Management Spok
Slide 48: A behind the scenes look at Spok powered by AWS
A behind the scenes look at Spok powered by AWS
Slide 49: Foundations of Spok Go: AWS
Foundations of Spok Go® AWS
Slide 50: AWS regions and services
175 products and services 24 different geographic regions Region Region AZ. LZ PoP Network New functionality and enhancements daily • (coming• soon) ••• •••
Slide 51: Development priorities within AWS
Development priorities within AWS 1 Security • Security-first approach I • Minimizing risk to 2 Durability customer data I • Provable security, 3 Availability durability, and availability I 4 Performance
Slide 52: AWS compliance: Global and Europe
AWS compliance Global Europe ., .. •.u:~ ..oo, ~ OJS. CSA if'A•tU,• ..7001 er\So 111,;.,.•w M " ~,'I 0 -~\a --t--~•b ... ~ ~ - =-- ----~' - . I I ASIPHOS ■ CSA ISO 9001 ISO 27001 ISO 2.7011 ISO 27018 (Fran~ CS [Germany] Cyb(r Euentials ENS High G-Ooud [UK) ~e:.tlooal xw~y Plus[UIC] [Spain] U<:G~r:Tl
Slide 53: AWS compliance: United States
AWS compliance United States CID [El ,ff~ .... NISI f Cdll.r. ~1 P /1\ F'cdRAMP * CJIS DoO SRG FERPA FFIEC MPAA NIST SEC R11l11 17,1- VPAT / Sfdion CJ1"~ nice IXJ l at a l'lcCt'Slln;J Ge-- ~r~ ~ Cl!~ .c.:,:,c_,"ic;.,. ~CJ' r lld'lCi.. rL.'OOIJ5 1"'01 !'Cl~ .....~ .. 1,,,t:,nll ,w· Jt~ol 4(f) sos lr,
Slide 54: AWS compliance: Canada and Asia Pacific
AWS compliance Canada . l+I • - - Health Personal He;tth Personal Health Personal • lnfonnation Act FIPS lnfonn;tion Act tnfonnation I nfonn.ation G-mc ,t S.c..-tty tHIA) Protection Act Protection and Sl•noards (PHIA} Prilmc~ Lf'tllsl.'ttlOn ln {PHIPA.} Electronic Pri<,.icy Leg•~ ~tio:;-~ in Abeita
Slide 55: Shared responsibility
Shared responsibility CUSTOMER DATA Spok is PLATFORM, APPLICATIONS, IDENTITY & ACCESS MANAGEMENT responsible for OS, NETWORK & FIREWALL CONFIGURATION security of the CLIENT-SIDE DATA SERVER ENCRYPTION NETWORK TRAFFIC application ENCRYPTION (FILE SYSTEM/DATA) PROTECTION SOFTWARE AWS is COMPUTE STORAG
Slide 56: Proven foundation
Proven foundation ------------------------------------------- Shared responsibility ---------------------------• Collaboration ----------------------------• Secure foundations
Slide 57: Inside development: Engineering
Inside development Engineering
Slide 58: Development principles
Development principles • Fast feedback, automation, and agility • Proactively test for issues through • Automation • Manual validation • Monitoring
Slide 59: Our developers
Our developers Ownership You build it, you deploy it, you run it Cloud aware Industry-leading expertise building cloud applications in AWS Several have over 10 years of AWS experience Have run some of the largest sites in the world
Slide 60: Continuous development
Continuous development Development pipeline • • DEV TEST PROD System components System
Slide 61: Continuous security
Continuous security Detect • Automation • Monitoring I • Testing Respond • Rapid feedback • Measurement I Remediate • Continuous delivery • Training
Slide 62: Availability
Availability Architecture Monitoring Response Services span multiple Observability pushed to Development team that data centers within AWS the development team wrote the code
Slide 63: The customer's voice: Product management
The customer’s voice Product management
Slide 64: Your voice matters
Your voice matters Spok Go product team • Product managers • Clinicians • Expertise across a variety of technology and clinical disciplines We work with your clinical and IT staff Listen to voice of the customer throughout the development process
Slide 65: Engineering listens
Engineering listens Engineering, product management, and clinical teams work together Provide a simple and elegant user • • experience, based on how clinicians use products Focus ensures quick adoption and satisfied customers
Slide 66: You are a key part of the process
You are a key part of the process
Slide 67: Thank you
Thank you
Slide 68: CONNECT Virtual
CONNECT {2} VIRTUAL
Slide 69: Safe harbor statement
Safe harbor statement This presentation may include forward-looking statements that are subject to risks and uncertainties relating to Spok’s future financial and business performance. Such statements may include estimates of revenue, expenses, and income, as well as other predictive statements or p
Slide 70: Amy Hoerner Balser, Spok
Amy Hoerner Balser Senior Director of Product Management Spok
Slide 71: The future of your Spok console starts here
The future of your Spok console starts here: Integrating with Spok Go® to drive clinical value
Slide 72: Path to Spok Go platform
Path to Spok Go platform Web and Users with no Spok Mobile secure messaging users Data exchange option between platforms • • Spok Go • • • • • • • Spok Care Connect Minimal disruptions
Slide 73: Determining factors
Determining factors
Slide 74: Decision points: what you need
Decision points – You need…(what) ❑ Your console operators rely on console functions ❑ You have eNotify alerts that go to multiple types of devices ❑ Paging from console includes overhead, pagers, other ❑ You need to connect more of your care team ❑ You need more flexibility ❑ You are updating techn
Slide 75: Decision points: why now
Decision points – You need…(why now) ❑ Reduce time for updates (clinician and on-call) ❑ Rapidly changing conditions ❑ Do no harm! (minimal disruption to operators and patients)
Slide 76: What's in it for me? Benefits
What’s in it for me? Benefits
Slide 77: Console love
Console love We handle calls like a dream, but the real value goes well beyond telecom • Codes • Directory (best in hospital!) • Integrations Customers love the value of the console
Slide 78: Secure messaging that meets expectations
Secure messaging that meets/exceeds a expectations Reduce messaging vendors for Benefits of ~ the hospital ($) console High visibility integration New flexibility Continuous, incremental enhancements
Slide 79: When should you integrate? Timing
When should you integrate? Timing
Slide 80: Moving away from console-centric solution
Moving away from console-centric solution Operator console Console Messenger ~ ... ... ... ... ... ... ... ... ... Integrations Clinical / ... ... - ... ... non-clinical Web \ \ alerts \ ----------------- \ .--- * , .................. ... ... ... CTI/telephony + , ... , ... I I ,,' -- ', I , ;;; ',
Slide 81: Moving to Spok Go-centric solution
Moving to Spok Go-centric solution Clinical / Spok Go Mobile Spok Go non-clinical alerts ----- ---- --- -------- ---- ------ D --------- --------~ Spok Go Web -------------------- ----------------------- Gateway-integrations (EHR, HL7, etc.) .... .... .... .... .... .... .... .... .... I ' .... Dire
Slide 82: When is the time right?
When is the time right? ~ ~ , , □ □ 1 0 Data and Hospital’s goals Spok team will workflow (security, remote, work with you to analysis flexibility, consolidation, make a plan reduce costs)
Slide 83: Reduce operator burden and add clinical value
Reduce operator burden AND add clinical value Respond to Streamline Expedite critical Activate code Simplify patient requests orders results teams communication Nurse call Consults Radiology Rapid response Care team Patient admit Laboratory team collaboration Patient discharge Code STEMI
Slide 84: How's it going to work? Incremental updates
How’s it going to work? Incremental updates
Slide 85: During integration, what happens?
During integration, what happens? • Data analysis • Data mapping • Designate source of truth • Training • Get the word out
Slide 86: After integration, what happens?
After integration, what happens? Additional Forklift professional Software …and upgrades? services? updates? then • • • • No Yes To your Clinical included test Care environment packages
Slide 87: Incremental clinical ROI
Incremental clinical ROI Voice Critical test results On-call • + 1!11111 • • We’re going to keep adding… You get the SaaS updates
Slide 88: Thank you
Thank you
Slide 89: CONNECT Virtual
CONNECT {2!') VIRTUAL
Slide 90: Safe harbor statement
Safe harbor statement This presentation may include forward-looking statements that are subject to risks and uncertainties relating to Spok’s future financial and business performance. Such statements may include estimates of revenue, expenses, and income, as well as other ' ' predictive statements
Slide 91: You're needed now!
' ' You’re needed now! 3 ways to optimize your directory and on-call schedules to reach providers faster
Slide 92: Brenda Wurst, Spok
Brenda Wurst Managing Director, Customer Results Spok
Slide 93: Keys to data and on-call optimization
3 keys to data and on-call optimization 1 2 3 Evaluate & Continual Transform implement optimization Critical Communications Requires Critical communication requires • Accurate, meaningful, and relevant data Accurate, meaningful, and relevant data •• Single source of truth for communications •• Abili
Slide 94: Things to keep top of mind
3 things to keep top of mind 1 2 3 Accuracy Consistency Agility Critical communication requires • Processes to ensure accuracy of data and schedules • Data rules, education and policies to drive consistency • The agility to adjust to changing needs
Slide 95: Evaluate and implement data optimization
Evaluate and implement 1 data optimization
Slide 96: Ensure data relevancy for your organization
Ensure data relevancy for your organization Implement data feeds and on-going data validation and cleansing • Establish business rules to ensure that records are added and deleted efficiently • Continually engage your user group to validate that the data is relevant and meaningful and meets their wo
Slide 97: Transform
2 Transform
Slide 98: Ensure the solution becomes sticky
Ensure that the solution you are creating becomes “sticky” Brand the solution Market and educate on improved workflows and ) “what’s in it for them”
Slide 99: Create a marketing and education plan
Ensure that the solution you are creating becomes “sticky” Create a marketing and education plan • Marketing and education should begin three months prior to rollout Measure outcomes - • Is your organization meeting the goals defined and outcomes expected?
Slide 100: Optimize
3 Optimize
Slide 101: Implementation doesn't stop at rollout
Implementation of a successful solution doesn’t stop at rollout - - Onboarding Continual Measurable Optimization new employees review outcomes and refresher Are you meeting education them?
Slide 102: Spok at your service
Spok at your service 1. Stakeholder Harness the power of Workflow analysis combining technology and analysis 2. Process analysis product knowledge with 3. Business case business process analysis 1. Data governance Ensure your enterprise data Data 2. Data architecture remains accurate, up to date, st
Slide 103: Spok at your service
Spok at your service 1. Process analysis and Ensure you drive the most value Solution outcomes with your business investments optimization 2. Solution audit Optimize your solution and 3. Business case workflows 1. Deployment plan Validate Spok software in your Deployment 2. Adoption events environme
Slide 104: Thank you
Thank you
Slide 105: CONNECT Virtual
CONNECT {2} VIRTUAL
Slide 106: Safe harbor statement
Safe harbor statement This presentation may include forward-looking statements that are subject to risks and uncertainties relating to Spok’s future financial and business performance. Such statements may include estimates of revenue, expenses, and income, as well as other predictive statements or p
Slide 107: Getting the word out fast: Yale New Haven Health
Getting the word out fast How Yale New Haven Health alerts the right people at the right time
Slide 108: Jodi Kszywanos, Yale New Haven Health
Jodi Kszywanos Clinical Operations Manager of Operator Services Yale New Haven Health
Slide 109: About us
About us • Largest acute care provider in southern Connecticut • 2,500 licensed beds YaleNewHaverlHealth • 26,028 employees Stronger • Together • Primary teaching hospital for Yale School of Medicine and Yale School of Nursing Technologically advanced Named as one of the most wired hospital systems
Slide 110: Our call center today
Our call center today • 40 operators across six delivery networks ~ :...W "'"" .~1).\\1 ·-- ~c.,- • Approximately 155,000 calls are handled per month • Approximately 2,000 codes are activated per month for security, facility, and medical alerts system-wide • eNotify activations comprise about 10% of
Slide 111: Our biggest challenges
Our biggest challenges Sending messages to Increasing productivity large, dynamic groups and automating on any type of important operator communication device functions
Slide 112: Our top business drivers
Our top business drivers □□ □□ □□ Notify multiple departments Support secure, reliable simultaneously to emergency communications at multiple situations and other critical events locations
Slide 113: The solution
The solution Spok Care Connect® platform • Emergency notification • Operator console • On-call scheduling • Web directory
Slide 114: Emergency notifications
Emergency notifications How our operators use Spok solutions to quickly alert staff during emergency situations, speeding the coordination of safety efforts when time matters
Slide 115: Emergency notifications
Emergency notifications • Operators issuing notifications to small groups for several years • Real benefit is expanded use of emergency notifications to large, dynamic groups 15 Activations • Used for emergency operations plans daily • Working from smaller groups and then initiating the larger group
Slide 116: Timeline of emergency notification to all employees
Timeline of emergency notification to all employees 10:00 a.m. 10:02 a.m. 10:04 a.m. 10:08 a.m. ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ 2 minutes later 4 minutes later 8 minutes later ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ Notification 10,000 16,500 20,686 activated employees employees employees reached re
Slide 117: Our results
Our results Reduced emergency notification by 22 minutes, a 73% decrease from 73% previous notifications reduction Our ability to achieve these results is dependent upon the ability of our “ communication technology to integrate and scale to support our needs
Slide 118: The result
The result • Eliminated calling trees and confusion • Simplified operator emergency notification workflow i • Operators know who to notify and can easily monitor and escalate if needed • Operators do more than just answer IS:1 and forward calls
Slide 119: Taking our call center to the next level
Taking our call center to the next level How we use Spok solutions to increase productivity and automate important operator functions
Slide 120: Taking it to the next level
Taking it to the next level • Web directory is used by everyone, with access linked on the homepage of the Epic® EHR and on the intranet • Made each smart console setup identical • Operators are trained using standardized setup • Allows them to easily transfer to other workstations and locations • •
Slide 121: Our results
Our results • Increased operator efficiency with standardized console setup • Reduced operator confusion and redundant efforts • Successfully sent emergency notification to over 20,000 employees within eight minutes Created better experiences for patients, care teams, and operators
Slide 122: CONNECT Virtual
CONNECT {2} VIRTUAL
Slide 123: Safe harbor statement
Safe harbor statement This presentation may include forward-looking statements that are subject to risks and uncertainties relating to Spok’s future financial and business performance. Such statements may include estimates of revenue, expenses, and income, as well as other predictive statements or p
Slide 124: How UPMC increased contact center efficiency
How UPMC increased contact center efficiency and improved timely communications UPMC LIFE CHANGING MEDICINE
Slide 125: Colleen Sullivan, UPMC
Colleen Sullivan Director of Operations, Office of Referring Physician Relations/MedCall University of Pittsburgh Medical Center (UPMC) UPMC LIFE CHANGING MEDICINE
Slide 126: About UPMC
About UPMC Non-profit healthcare provider and insurer based in Pittsburgh, Pennsylvania • 40+ academic, community, and specialty hospitals • 700 doctors’ offices/outpatient sites • 60+ rehab and long-term care facilities • 90,000+ employees Our mission UPMC’s mission is to serve our community by pro
Slide 127: UPMC urban hospital contact center
UPMC urban hospital contact center • Scope: Facilitate calls and initiate code responses for four of UPMC’s large urban hospitals • Goal: Integrated several operator locations into a single, dynamic team a ..Ill a D a ..a a a : II D : 111 a D Ill UPMC Children’s Hospital of Pittsburgh D D UPMC Magee
Slide 128: Our top challenges
Our top challenges • Connecting on time, every time to the right person/place • Variability in operator workflows across campuses • Unique console view for each campus • Contact details in distinct, site- specific tabs
Slide 129: Our key objectives
Our key objectives Optimize Improve operator Support smooth operator satisfaction and integration performance onboarding efforts UPMC LIFE CHANGING MEDICINE
Slide 130: Contact center efficiency
Contact center efficiency What’s the most effective way to increase efficiency?
Slide 131: Contact center efficiency, defined
Contact center efficiency, defined Blending customer needs and satisfaction with improved internal processes designed to eliminate inefficiencies and improve performance Efficient contact center operations are critical to providing an optimal customer experience and minimizing overhead costs UPMC “
Slide 132: How to enhance contact center efficiency
How to enhance contact center efficiency Workforce Technology Data • Reduce turnover • Optimize workflow • Measure and • Enhance tools monitor KPIs (e.g. onboarding and • Identify single speed to answer) training content source of truth • Share data with all key stakeholders Enhancing contact center
Slide 133: Strains on contact center efficiency
Strains on contact center efficiency Too many portals, tabs, and clicks
Slide 134: Our barriers to contact center efficiency
Our barriers to contact center efficiency • Unique console view for each hospital • Contact details located in separate tabs • • • UPMC LIFE CHANGING MEDICINE
Slide 135: How Spok helped to create a solution
How Spok helped to create a solution • Created one console view for all sites • Implemented a single tab to access contact details • UPMC LIFE CHANGING MEDICINE
Slide 136: Our results
Our results • Improved timeliness and accuracy of connection for callers • Standardized workflows for all operator staff • Minimized average number of clicks needed to access key contact info • Implemented robust onboarding program UPMC LIFE CHANGING MEDICINE
Slide 137: CONNECT Virtual
CONNECT {)) VIRTUAL
Slide 138: Safe harbor statement
Safe harbor statement This presentation may include forward-looking statements that are subject to risks and uncertainties relating to Spok’s future financial and business performance. Such statements may include estimates of revenue, expenses, and income, as well as other predictive statements or p
Slide 139: Kaleb Christenson, Spok
Kaleb Christenson Sr. Product Support Engineer Spok
Slide 140: Ryan Frost, Spok
Ryan Frost Sr. Customer Support Manager Spok
Slide 141: Thriving with your Spok solutions
Thriving with your Spok solutions Tips and tricks from Spok Support
Slide 142: Know your environment
Know your environment Tips to help understand your infrastructure
Slide 143: An integrated system within your environment
An integrated system within your environment Customer owned and managed Servers Managed network Security policies Headsets Third-party integrations Phones Change control board PBX Administered domain Load balancers
Slide 144: System health
System health Separate systems Maintenance • Networking, desktop, • Patching, reboots, etc. telephony, etc. Monitoring Performance • Tivoli, SolarWinds, etc. • RAM, storage, etc.
Slide 145: Sample datacenter site diagram
Sample Datacenter Site Diagram Database Server (Virtual} X2 Application Server (Virtual} Web Server (Virtual) • Location • Location • Location • Server 1 Name • Server Name • Server 1 Name • Server 1 IP • IP • Server 1 IP • Server 2 Name • O/S: Windows Server 2012 R2 / 2016 • Server 2 Name • Server
Slide 146: Speedy diagnosis
Speedy diagnosis Tips to help us find and resolve your issues faster
Slide 147: Stay in touch!
□ X Stay in touch! • Hom~ · Spok X + ~ ..:i C O i lmowledge.spok.com * 0 ll ~ ,!,!. e .;.1 e1 • •.. • spok knowledge HOME PRODUCTS v RESOURCES v CONTACT US -• Spok Customer Portal spok.com/myspok Search over 500 Spok Knowledge articles €). ~ Spok Care Connect® Spok--- Go® Open and manage support cas
Slide 148: Issue validation and reporting
Issue validation and reporting Contact Spok What do ` ` Trouble` - you need Support shooting 24/7/365 to know? spok.com/myspok Scope and severity Customer knowledge base (800) 420-9705 Specific information Does it work through the (time, console, user affected) phone?
Slide 149: Common environmental issues
Common environmental issues Tips to help deal with common issues
Slide 150: Common environmental issue #1
Common environmental issue #1 Spok Mobile user can view messages but does not receive notifications ( Notifications Spok Mobile Allow Notifications • Incorrect device configuration or Show in Notification Center Sounds out-of-sync Badge App Icon registration Show on Lock Screen Show alerts on the lo
Slide 151: Common environmental issue #2
Common environmental issue #2 Spok Mobile user receives notifications but cannot view messages • SSL/TLS Certificate Errors •
Slide 152: Common environmental issue #3
Common environmental issue #3 Console freezing, crashing, slowness • Antivirus • Backups • Network AV Exclusion Worksheet: • Spok Console • MediCall Console • Smart Console
Slide 153: Thank you!
Thank you! Thank you for doing your part in delivering patient care • Communication hub • Critical messaging • Patient information