Business Background

HealthVerity is a US-based provider of data sets to pharmaceutical companies for use during clinical studies and trials. HealthVerity functions like a marketplace, connecting providers of healthcare data from across the US with pharmaceutical companies worldwide. The high-quality data provided by HealthVerity helps life sciences, government, and payers in a variety of ways from high precision clinical trial recruitment and public health surveillance to managing risk and so much more all utilizing real-world healthcare and consumer data.

Business Requirement

HealthVerity was looking for an online knowledge management tool to host their customer-facing documentation, including user guides for their SaaS tools and in-depth live training videos for licensed customers. They also needed to establish guides for using different categories of data, such as medical, pharmacy, electronic medical records, and lab records, so customers could know how to access, use, and analyze the data effectively.

Initially, HealthVerity stored all its documents on Google Docs, with each team having its own Google Drive. However, they faced multiple challenges:

• The documents weren’t organized in a way that made them easy to track and update.
• Version control was complicated because different Google Drives had different versions of the same document. Sometimes, a slightly outdated version of the document was referred to internally or by customers.
• There was no way to simply send a link to the documentation to customers. Customers needed a Google account to open it or had to download it, which was tedious. They often had to comb through their mail to find the document.
• There was no control over who the documents were shared with or how they were stored once downloaded by customers.

Operating in a highly regulated and competitive industry, HealthVerity planned to overcome these challenges by creating a centralized repository of all its documentation. They wanted a platform that was easily accessible, could be updated seamlessly, and always showed only the most updated version of documents. Most importantly, they wanted a platform that was secure and allowed different levels of access for different categories of customers.

Business Solution

After researching several options in the knowledge management space, HealthVerity decided to host their online knowledge base on Document360. The following features of Document360 made it a perfect fit for their requirements:

• Availability of a private knowledge base accessible only by customers with a secure login. Only customers who sign an NDA and an agreement can access the HealthVerity marketplace and receive a link with login credentials to the knowledge base.
• Reader groups enable providing access to different sets of documents for simply browsing customers and licensed customers. For example, the in-depth training videos can only be accessed by licensed customers.
• The homepage builder helped HealthVerity customize their support site to resemble an actual website and design it to look similar to the HealthVerity site.
• The categories section helped make their documentation look more organized and easier to navigate.
• CSS and JavaScript capabilities allowed the HealthVerity team to customize their site without delay, despite their designers being busy with other assignments.
• The rich metrics provided by Document360 gave them insights into:
  • Number of views and reads articles have received.
  • Time spent on articles.
  • Search terms indicating growing interest, warranting the creation of new articles.
  • Geographical locations of their visitors.

Alex Mycio, Product Owner at HealthVerity, stated,

We appreciate the fact that Document360 gives us controls to ensure you know who can access what information.

Business Impact

Alex added,

Document360 helped us segment what we could share with which clients, which is very beneficial for us. The tool also helps us stay secure in an environment that needs a lot of security and compliance.

Conclusion

For HealthVerity, which operates in a highly regulated environment where security is key, Document360, with its SOC2 Type2 compliance certification and deep access control, was a perfect fit.