Eniax provides an omnichannel and patient-tailored experience supported by the cloud
About Eniax
Eniax was founded 6 years ago in Santiago (Chile) and it now has offices in Argentina, Spain and Portugal. It serves over 350 clinics, medical centers and hospitals in 7 countries across Latin America and Europe.
Tell us your challenge. We're here to help.
Contact usThe company has enhanced patient experience and is expanding globally after adopting Google Cloud solutions.
Google Cloud results
- Patient no-show rate reduced by 50%
- 98% satisfaction with outpatient care experience
- Centralized management of infrastructure with improved uptime
Improved care for over 5 million patients
Eniax is a Chilean company that provides healthcare services to patients in over 350 medical centers across 7 countries in Europe and Latin America. Founded in 2016 in Santiago, it now operates in Argentina, Spain and Portugal as well.
The company is a pioneer in developing a new healthcare service model, aided by its own natural language processing (NLP) engine: a virtual assistant called Patricia, which makes interactions more human and accurate, giving each patient a customized, high-quality experience.
Focused on humanizing communication and providing an omnichannel approach to healthcare, Eniax needed to improve the integration and traceability of medical information to provide a frictionless patient experience.
"Unlike other companies in the healthcare industry providing IT-related services, Eniax is very agile in terms of IT systems. Our entire operation can be supervised by just one technician, and there are no barriers to growing our infrastructure to support our accelerated business development."
—Milan Didara, Co-founder and CEO, EniaxIn search of a better patient care experience
Eniax's patient care process, with artificial intelligence supporting communications between professionals and patients, is 100% transparent and user-friendly. However, the company had been looking for tools to further scale its machine-learning solutions to provide better services.
The context for this search was a shortage of physicians and specialists, a high patient no-show rate, and deficiencies in customer support channels, such as call centers, chatbots, and forms, resulting in dehumanized service experiences that failed to address the individual complexities found in the healthcare industry.
To overcome these challenges, Eniax assessed several cloud providers, seeking a solution that would bring flexibility and high availability. Finally, the company chose Google Cloud's solutions as a platform that would enable it to improve patient interactions and store large data volumes, all with the lowest possible latency and operating costs.
Another key factor that led Eniax to choose Google Cloud is the availability of local servers in Chile and other countries, which helped the company expand its infrastructure while maintaining the same service quality.
"A significant institutional challenge for our company in the healthcare industry is to ensure that server infrastructure is available locally to comply with European Union regulations, for example," explained Matthew Lydiatt Elton, Co-founder and Business Manager at Eniax.
A new cloud-based service model
By adopting Compute Engine, Networking Products, Cloud Storage and BigQuery, Eniax strengthened its intention to have uninterrupted omnichannel conversations with its healthcare service users.
The implementation process was simple, user-friendly, and well-documented. Google Cloud's technical team constantly provided recommendations on which actions the company needed to take to reduce monthly overheads and improve infrastructure utilization.
"Our aim was to have a model of care with advanced artificial intelligence integrated with human services to provide highly complex responses. All of this was facilitated by Google Cloud."
—Matthew Lydiatt Elton, Co-founder and Business Manager, EniaxElevating the healthcare experience
Thanks to the stability and flexibility of Google Cloud solutions, Eniax has managed to improve uptime. The company has also reduced operating costs by centralizing infrastructure management — such as servers, networks, and storage and analytics services — into a single dashboard, and by not having to allocate resources to data center maintenance.
Scalability stood out as another added value, as the company now has an infrastructure that grows with the business. That same infrastructure is now replicated in three servers: two in the United States and one in Europe. This allows the company to guarantee business continuity in any eventuality.
One of the main benefits of adopting Google Cloud has undoubtedly been the substantial improvement in the patient care experience provided by Eniax. Supported by Google Cloud, the outpatient care satisfaction rate reached 98% in the first month of service, which helped the company reduce the patient no-show rate by 50%.
Eniax has also enhanced its Patricia service, which now serves over 5 million patients using an omnichannel approach based on 6 communication channels, including phone, messaging applications, SMS, and email. This led to a reduction in phone calls, further driven by the use of Speech-to-Text, which helped solve more patient queries.
"Patient experience needs to be perfect, and Google Cloud services enable us to fulfill that promise, thanks to its solutions featuring robust servers, zero latency, high performance, and comprehensive analytics."
—Matthew Lydiatt Elton, Co-founder and Business Manager, EniaxThe future of Eniax with Google Cloud
Today, the Google Cloud ecosystem helps Eniax provide a variety of comprehensive services, from calendars and video calls and including business presentations and online documents.
As a company striving for continuous improvement, Eniax's next step is to further improve its infrastructure and expand its business to the United States. That's why it is considering incorporating other Google Cloud services in these future stages.
Finally, the company is working on a plan to bring all patient interactions under its Patricia service, with the goal of delivering always-on and customized support to individuals throughout their entire experience within the healthcare system.
Tell us your challenge. We're here to help.
Contact us
About Eniax
Eniax was founded 6 years ago in Santiago (Chile) and it now has offices in Argentina, Spain and Portugal. It serves over 350 clinics, medical centers and hospitals in 7 countries across Latin America and Europe.