In April 2021, after four years of successful collaboration, HonorHealth chose to extend its relationship with Palantir through a strategic retainer. They hoped to improve planning and flexibility—and the partnership has borne fruit.
In 2018, HonorHealth needed to upgrade its website from Drupal 7 to Drupal 8 while improving the core functionality required by patients: finding doctors and locations and making appointments. Following this work, HonorHealth’s Customer Experience Tracking Program showed that nearly half of their website users scored their experience a 9 or 10 out of 10 in 2020.
But, “It doesn’t end when you launch your website. There’s always more work to do improving, developing, and maintaining the site. That’s a huge challenge, especially for a company that’s not focused on building websites.” underscores Jonathan Smith, Digital Marketing Manager at HonorHealth.
One problem: “Website work ebbs and flows,” Smith adds. For this reason, it didn’t make sense for HonorHealth to bring on full-time designers or developers—and Palantir always assisted with follow-up projects and maintenance as needed. “We have people on standby, but we’re not claiming their time when we don’t absolutely need it. For example, we don’t always need a frontend developer on our team, but when we do, Palantir made one available to us in short order.”
Another problem: “Large projects forced us to put aside other important work. On our own, we just didn’t have the flexibility to take on unexpected work.” For example, building a custom UI to improve search functionality for available doctors’ appointments involved integrating the electronic health records service Epic. This project was so ambitious that it left little breathing room for other, smaller maintenance efforts.
“We were so focused on one large project that we were putting aside important work that was smaller in scope. We loved what we got out of it, but we also had to sacrifice other projects because we couldn’t budget or plan for them ahead of time.”
The next logical step was a strategic retainer with Palantir to smooth out planning and capacity issues and serve HonorHealth’s patients and community with the best possible website.