Securely Using Data to Transform the Customer Experience

Challenge

Cambia Health Solutions wanted to build a secure, organization-wide data foundation connecting all of their properties. To make this a reality, they needed to collect and analyze data across their family of brands in a secure manner to better understand their consumers and their digital engagement experience. They were challenged with having to manually wrangle disparate data in many sources, leading to inconsistent views of patients, caregivers, and healthcare providers, which resulted in a poor healthcare experience. Data sources included websites, native apps, CRM, and others. Cambia also had concerns about privacy and consent and whether they were handling this data correctly. They wanted to use the best customer data to enhance marketing and communications across channels and customer touchpoints.

Solution

By implementing Tealium’s Private Cloud solution, Cambia Health Solutions was able to bring together online and offline patient data in a clean, correlated, real-time, and secure manner. They ensured their patient data was secure and protected in a HIPAA-compliant environment. Tealium’s data collection tools also ensured compliance with privacy and consent laws and prevented PHI data from flowing to unapproved third-party vendors. This clean, consented patient data was then used in Tealium’s customer data platform to build a real-time view of everyone who interacted with Cambia, which was shared with marketing and analytics teams. The patient data was then shared in real-time via turnkey integrations to every tool that benefitted from this data.

Every patient touchpoint can now use these insights in real-time, relying on data that was not previously available, resulting in a more personalized and improved patient experience and reduced marketing costs by avoiding manual and batch data processing.

Delivering Value

The organization leverages several AWS services, including:CloudFront CDN, Kinesis, EC2, S3, Route 53, DynamoDB, Kafka, Load Balancers, ElastiCache Redis, CloudWatch.