Heidi is on a mission to get doctors out of their paperwork and back to their patients. Its AI-powered medical scribe automates clinical documentation to help healthcare providers save hours each day, improve patient care, and reduce clinician burnout. With more than 2.2 million sessions held on Heidi every week, the company is one of the fastest-growing health tech startups in the world.
To keep pace with their growth and ensure their clients get the insights that matter most to them, Heidi set out to help everyone make faster, data-driven decisions. They turned to Omni to power an AI-enabled analytics platform to scale self-service while meeting the strict healthcare compliance standards required across Heidi’s global footprint.
“As we scale, it’s important that everyone feels equipped to find the answers they need. Omni helps our teams confidently explore data on their own, without having to wait for support from the analytics team.”Oscar Lukersmith, Head of Data
Results #
Rebuilt their entire data stack — adding Databricks and Omni — with core dashboards built in under four weeks
Enabled Customer Success teams to clearly measure & show value by highlighting time savings & Heidi’s AI accuracy
Product & Finance teams now build & manage their own analytics to track everything from product usage to ARR in Omni
Achieved multi-region compliance in three weeks with fine-grained permissions & dynamic database connections
Enriched Omni’s semantic layer with business context from Notion and Cursor to ensure AI responses reflect Heidi’s language across regions
Heidi's Data Stack #
The Challenge #
Previously, Heidi used PostHog for analytics — a setup that required knowledge of both SQL and the schema of the underlying event data.
“To get the most value out of PostHog, you really need to know SQL, the data model, and the underlying event structure,” shares Oscar. “Only a few people could use it effectively, which created a bottleneck for the business and a backlog for the data team.”
As Heidi grew, its data needs outpaced its tool setup, so the team set out to build a data stack that would meet their requirements for performance, usability, and global compliance.
To lay a stronger foundation, Heidi brought in Databricks — providing high-performance storage and the flexibility to manage data across multiple regions. “Databricks makes it easier to manage multi-region data architectures, which is essential for meeting our compliance standards. This ensures we can scale our analytics globally,” shares Oscar.
The Evaluation #
Next, it was time to find a BI solution that would take advantage of the underlying architecture while meeting Heidi’s security needs and self-service standards. Having led BI migrations before and used Omni at his previous company, Oscar quickly decided on Omni after ensuring it met key requirements:
Compliance at the core #
Data shared with clinicians and enterprise customers must have strict, auditable access controls. “I like that Omni lets you control permissions at the connection layer rather than the BI layer,” said Oscar. “It ensures that users can only see the data they’re allowed to see, no matter what permission level they have in Omni. ”
Governed self-service for their growing team #
With hundreds of employees and more joining the company each month, Heidi couldn’t rely on analysts to answer every question. They needed a way for non-technical users to explore data securely, while maintaining a single source of truth. Omni’s point-and-click interface, spreadsheet-style formulas, and AI features with a built-in semantic layer make that possible — letting anyone get answers while ensuring consistent definitions across teams.
AI built on a shared understanding #
With robust security controls in place, Oscar felt comfortable opening up natural language querying to the global team — a crucial step toward self-service. Instead of generating SQL against their data warehouse, Omni’s AI is governed by the semantic layer to utilize the same database permissions applied to the rest of the platform.
In addition, by adding business context directly into Omni’s semantic layer, Heidi’s data team ensures that every natural language query — whether from a customer success manager or product lead — uses the same governed definitions and business context.
“The AI chat functionality was crucial,” shared Oscar. “Because Omni’s AI is grounded in its semantic layer, we can ensure the AI understands how our business users speak, which helps us control the output.”
Ensuring secure multi-region access #
Finally, Heidi needed dashboards that provided consistent results worldwide, while swapping underlying data sources based on region and compliance requirements. Omni’s dynamic connection management allows exactly that — one dashboard, one design, but region-specific data behind the scenes. In practice, this means that a user in London and a user in Sydney can both open the same dashboard, but only see data relative to their region. This is all done without the data team managing multiple versions.
“At my last company, we evaluated Looker, Tableau, Sigma, and Lightdash. Ultimately, we chose Omni because of its flexibility for end users, semantic layer, and especially its AI. Those are big differentiators — the semantic layer gives you a head start for everything that comes next. Given my experience, I knew Omni would be the right fit for Heidi and could meet our strict compliance standards.”Oscar Lukersmith, Head of Data
The Migration #
With their tools selected, Heidi moved fast to rebuild their entire analytics infrastructure. Within four weeks, the data team set up their Databricks instance and migrated to Omni.
“Most of our migration work was focused on rebuilding the infrastructure. With that in place, we were able to build quickly with Omni,” shares Oscar. Setting up Omni was straightforward: once the Databricks connection was live, the team created core Topics, modeled key metrics, and had their first MVP dashboards for the Australia team running the same day. The success of that MVP became the template for regional rollouts worldwide.
With the launch of the first customer success dashboards, the team was more easily able to track and communicate key metrics to their customers to highlight how much time they’re saving with Heidi, including:
Number of sessions and consultations
Minutes transcribed (a direct measure of time saved for clinicians)
Notes generated per user
Edit rates and “successful sessions” (notes that didn't require any edits from clinicians)
Heidi spent the next three weeks regionalizing that successful MVP across their global footprint. By leveraging Omni’s semantic layer, Heidi was able to proactively set tight governance permissions that adhere to the strict regulations and sensitivity of healthcare data across their diverse regions. This makes it easier to scale access across regions, while ensuring each user can only see the data that they’re allowed to see.
The Impact #
Within two months of launching Omni, Heidi grew adoption across customer success, product, finance, and leadership — with each team finding new ways to move faster, and deliver value back to clinicians.
Customer Success: Showing customer value and reducing burnout
Heidi’s customer success team was the first to benefit. Previously, customer success teams spent hours manually compiling reports. Now, they use Omni to deliver reports that show customers how the platform saves time and reduces administrative load for clinicians. Tracking metrics like how often AI-generated notes are edited — a key signal of quality — as well as overall product usage.
“A lot of AI companies are focused only on their product, but we make sure our clinicians can see and measure the impact AI has on reducing burnout and improving the patient interaction. Sharing those insights with our customers is a huge differentiator.”Oscar Lukersmith, Head of Data
Product: Transparent reporting for EHR partners
Heidi’s product team uses Omni to track usage and performance across integrations with major EHR (Electronic Health Record) systems. These insights help strengthen partnerships and demonstrate the downstream value Heidi provides to healthcare systems.
Omni’s chat interface also helps everyone on the team move faster. “Our Head of Product was on a 3 a.m. call and needed an answer about EHR integrations,” Oscar recalled. “He asked Omni’s AI, Blobby, and got the correct result instantly. He was blown away.”
Finance: Reliable, governed financial reporting
The finance team rebuilt its spreadsheet-based financials and ARR models directly in Omni, giving them a live view of their data instead of stale exports. “Our finance team has now replaced their previous workflows with Omni spreadsheets,” Oscar said. “They're confident using Omni’s Excel calculations and can easily build dashboards. It’s a big step up in efficiency and makes it easier for them to manage the entire modeling and forecasting workflow with the right governance in place.”
AI Enablement: Building the future of analytics
As an AI company, Heidi is deeply invested in getting the most out of Omni’s AI.
Oscar’s team continues to refine Omni’s AI capabilities by enriching the semantic layer with additional context from Notion and Cursor. By defining how terms, synonyms, and metrics are actually understood by their business users, they’re shaping an AI experience that answers questions the same way the Heidi team would — and ensuring consistency across every query.
“Omni’s AI does well because it’s backed by a structured data model. Now, it’s easier for us to train it like we would teach an analyst — giving it the right context to understand our business language and definitions. Omni’s already ahead of the curve because its semantic layer was built to enable AI from the start.”Oscar Lukersmith, Head of Data
The team isn’t just focused on making Omni smarter, they’re helping people ask smarter questions, too. Internally, Oscar is leading AI enablement to teach employees how to frame natural language queries in ways that get clearer, more actionable results. It’s part education, part experimentation — helping everyone at Heidi learn how to collaborate with AI.
Heidi Health is scaling fast — across teams, products, and continents — and with Omni, every decision stays grounded in accurate and compliant data. By connecting every decision to trusted data, they’re helping clinicians reclaim time and deliver better patient care – using AI and analytics to transform healthcare delivery.
“Omni helps us move fast, stay compliant, and empower every team to make smarter decisions. That’s exactly what we need to support clinicians and improve patient care.”Oscar Lukersmith, Head of Data
For more details on how Omni supports strict data and privacy controls, including SOC 2 Type II, HIPAA, GDPR, and CCPA, check out our security overview at omni.co/security.