Customer Success for Healthcare Software
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Customer Success for Healthcare Software
Virginia Jaramillo, Castlight Health
Richard Lopez del Rincon, CareCloud
Mark Woodka, OnShift
Mark Woodka
OnShift, Inc.
Long-term care and senior living providers rely on OnShift staff scheduling and labor management to control labor costs and increase efficiencies so nurses have more time for care. OnShift predicts and prevents overtime and understaffing while dramatically reducing time spent on scheduling and managing open shifts. Fully integrated with time-keeping, HR, clinical and payroll systems, OnShift provides a unified view into staffing levels and labor costs across healthcare settings .
CEO, OnShift
OnShift Customer Success Team and Challenges
• Customers are not tech savvy• Each customer “site” must be
treated as an independent customer
• Average customer • High employee turnover• Differing levels of
management involvement
• Customer Success team structure• Customer Success Associate
• Monitor Gainsight alerts• Provide support for
named accounts• Customer Success Manager
• Proactively engage with customer executives
• Works with CSA partner
OnShift 2014 Goals
• Maintain negative churn• Reduce actual churn• Increase sites a CSA can
manage to 350• Identifying themes
through Gainsight – wholistically addressing across company
• Leverage Gainsight, Salesforce and Zuora into a highly automated customer success platform
• Apply data science in 2015 to identify leading indicators of churn and customer success
OnShift Learnings
• Churn is reactive • Be proactive by focusing on continuous
adoption • Remind your customers continuously of your
value to them• Throwing bodies at the problem is not the
answer – look to technology and data science
OnShift Learnings – Be Cautious with Metrics
• Don’t look only at accepted industry standard definitions of churn
• Churn can remain flat while revenue replacement costs skyrocket
• A reduction of $1 in churn has a financial value of twice the ARR• Assumes a $1 CAC ratio
Virginia Jaramillo
Great healthcare builds great business.
Director, Customer Success & Operations
Castlight Health at a glance
Great healthcare builds great business.
Vision Offering
Empowers businesses & families with our
Enterprise Healthcare Cloud
Customers
100+customers
20+Fortune 500
25industries
50states
• Delight and retain our customers
• Expand our business with value-add offerings to customers
• Scale our operations to ensure rational service levels
Castlight customer success goals
Best practices in a rapidly changing industry
• Email• Print promotion• Ground strategy• Gender• Digital promotion• Size• Incentives
Driving employee engagement
Richard Lopez del RinconCareCloud
Executive Vice President, CareCloud
CareCloud is the leading provider of cloud-based practice management, electronic health record (EHR), and medical billing software and services for medical groups. The company’s products are connecting providers to one another – and to their patients – through a fully integrated digital healthcare ecosystem that can be accessed on any browser or device.
CareCloud is helping thousands of physicians to increase collections, streamline operations and improve patient care in over 48 states, and currently manages over $3 billion in annualized accounts receivables on behalf of its revenue cycle management clients.
• Begin with the end in mind- What does CS look like?
• Pick a transformation framework- 4 planks across 5 phases
• Student of the game- Research - Network - Vet CS apps- Speak to clients
• People, process and technology• Customer Experience Map• Holistic approach• CS Definition for your
organization
Building a Customer Success Transformation Plan
Customer Success Definition
1.(Over) achieve success KPIs2.Client SAT rating of 9 or 103.CareCloud Evangelist – referrals & references4.Purchases new products and services5.Client is engaged
Q & A