How BetterNight’s Team of 10 is Operating like a Team of 20

The Challenge

When BetterNight’s VP of Operations, Rob Bovee, joined the company 4 years ago, its operational processes were “pretty manual and hands on.” Rob, however, had begun experimenting with automation solutions at a previous company, and he knew BetterNight’s intake processes could be much more efficient. He wanted his team of 10 to perform like a team of 20.

Rob began searching for an automation product that would reduce the manual burden of fax wrangling and patient intake. He initially looked at RPA solutions, but they felt like a band-aid for a deeper problem.

“RPA works, it’s great, but they’re not very adaptable. If I put a process in place and then change something, updating the RPA is challenging and we have to tell them exactly what to do or it comes out wrong.”

Serendipitously, Rob got a call from Tennr. “It was exactly what we were looking for,” he said.

Life with Tennr

As an experienced software buyer, Rob was initially skeptical that Tennr’s machine learning models and automation platform could significantly outperform RPA and OCR, but his fears were quickly put to rest.

“At my former company, we would manually take the information off of the faxes, then type it in, then press the button, and it would use RPA to put it in the EMR system. Tennr was that… times ten.”

Rob initially identified three KPIs for Tennr:

• increase efficiency -> make a team of 10 act like a team of 20
• improve provider satisfaction
• enhance customer satisfaction

The Results

Referral Processing Time Cut in Half

Within weeks of implementing Tennr, Rob’s team cut their time to process referrals in half. 

Before Tennr, it took the team 30 minutes to process ten referrals. They’re now doing the same in under 15 minutes. These efficiencies are not only having an impact on the company’s bottom line—they’re also improving employee satisfaction.

More Efficient Use of Staff Time

“It’s very hard to keep entry level workers. They either get better and get bored, or they job hop. Using Tennr let us establish consistency and keep good workers in positions that won’t get boring. We’re utilizing Tennr to fill the entry level gap.”

With the efficiencies gained from Tennr, Rob is finding ways to give his staff more meaningful work. “We absolutely have plans to repurpose that staff—put them in areas that we can’t yet automate. We’re going to need people for business development opportunities.

Increased Accuracy (and no more backlog)

The backlog of faxes that once seemed never-ending began to dwindle, and Tennr’s RaeLM Language model made human error from data entry a thing of the past.

“I used to pull the fax log daily, but frankly I haven’t done it in two months, because it’s now unnecessary.” They’re working the faxes the same day, same hour. And I’ve heard nothing but good things about accuracy.”

The Best Customer Support in the Game 

Last but not least, the BetterNight team has felt supported by Tennr’s Customer Success team from the get go. “Your responsiveness is the best I’ve ever seen from a tech vendor, and your platform lends itself to be able to adapt quickly. It’s been really impressive.”

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