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August 23, 2024
Teladoc Health uses Microsoft Copilot for Microsoft 365 to revolutionize its telehealth operations, automating routine tasks, boosting efficiency, and increasing productivity.
This has resulted in considerable time savings, faster client service response times, and streamlined onboarding processes. The interoperability of Copilot has not only strengthened Teladoc’s operational capabilities but also resulted in better leadership engagement and employee satisfaction, setting a new standard in the telehealth industry.
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Teladoc Health has been a leader in telehealth for over two decades, long before the COVID-19 pandemic made telehealth mainstream. It offers a wide range of virtual care services, including primary care and chronic condition management.
The COVID-19 pandemic increased telehealth adoption, but Teladoc’s comprehensive products and strong reputation set it apart. Taylor Rains-Bown, Senior Manager of Business Transformation, states, “We were one of the first in the digital health space, and our breadth of virtual care products is unparalleled.”
Teladoc’s journey toward operational efficiency took a significant leap with the introduction of Microsoft Copilot for Microsoft 365, which has been instrumental in transforming the way the company manages its internal processes and external client interactions. Before the adoption of Copilot, processes were siloed, especially between the commercial client product teams and operations. This led to challenges in integration and communication, making it difficult to deliver on commitments made to clients. Eddie Swafford, Vice President of Operations at Teladoc Health, explains how lack of integration could have a negative impact on the company’s reputation and ability to meet client expectations effectively. “If you’re struggling to keep up with the commitment that was made previously, this makes it more difficult for us to do what we really want to do, which is be a great partner.”
Copilot has streamlined Teladoc’s processes through its interoperability with Microsoft Power Automate and Microsoft Power BI, which helps categorize and route client member issues automatically, handles tasks, initiates workflows, synthesizes reports, and sets alerts on key metrics. Underhill explains that clients often face issues with member access to care, billing discrepancies, or reporting requests. “What I find most helpful is actually summarizing these complex issues from a technical answer into a sort of business-oriented executive or client-facing summary.”
