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The Athenahealth Approach to Customer Success for CPS and CEMR Customers Directly Supported by Athenahealth

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The Athenahealth Approach to Customer Success for CPS and CEMR Customers Directly Supported by Athenahealth Achieving Your Full Potential: The athenahealth Approach to Customer Success for CPS and CEMR Customers Directly Supported by athenahealth Mike McInnis Catherine Pompei Josh Cameron VP, Customer Success Director, Customer Success Sr. Manager, Customer Care CENTRICITY is a registered trademark of General Electric Company and is used under license to VVC Holding Corp. Executive Summary Key Opportunities​ • Discover how your Customer Success Manager will serve as a This presentation will help you:​ key contact to engage with our experts at the right time for you • Understand the athenahealth • Your Customer Success customer success model Manager will be your partner • Hear about our three priorities and consistently advocating for you how they tie to your success • As part of the Customer Success • Learn where we are in the process Organization, the Customer Success Management team of implementing the Customer collaborates with teams Success team for Centricity supporting you today to provide customers exceptional experiences 2 Agenda The athenahealth Customer Success Model Customer Success Management Team status Who do I contact 3 What is Customer Success? Customer Success is a long- term, scientifically engineered, and professionally directed strategy for maximizing customer and company sustainable proven value. 4 What we are hearing from YOU “I want relationship continuity, consistency and depth” “I want someone I can count on to be my advocate” “I want a trusted partner that listens to and understands my needs” “I want someone that can define and guide me through a path to success” “I need help getting the maximum value out of my products & services. “I wish there were more communications and opportunities to collaborate with my peers” 5 Increased focus on Customer Opportunities ahead as the Success as part of athenahealth new athenahealth 6 Delivering Differentiated Value and a Great Experience • Customer Success Management • Implementation and Onboarding • Customer Care • Coaching and Training • Voice of the Customer • Advisory Services • Client Analytics and Interventions 7 Great Experience It Works, It’s Easy, and Experts Are Available Differentiated Value Revenue, Cost, and Quality Improvements 8 Your Customer Success Manager is engaged throughout your athenahealth journey 9 Role of the Customer Success Manager Performance & Insights Relevant Knowledge Accountable Proactive Empowered Single, Named Point Person 10 Our services align across three focus areas CUSTOMER SUCCESS MANAGER 1 2 3 Introduction to Value athena services Realized Personalized Strategy and Performance Engagement Best Practices 11 1. Personalized Engagement Personalized engagement enhances your experience • CSMs are accountable and highly motivated to help you deliver real results, both clinical and financial • CSMs interact with you in a meaningful way on a regular basis • CSMs are your advisors across many areas (a) if you are on a journey to Value Based Care, they will help you navigate and ensure you are aware and using Centricity capabilities (b) work with you to plan upgrades, understand hardware and technical specifications 12 2. Strategy and Best Practices Focus is on understanding your business and helping you achieve your goals • CSMs are focused and partner with Customers to create success plans that focus on their goals • CSMs advocate for you and help you prepare for and navigate any industry changes • Voice of the Customer Team and process tracks improvement ideas and ensures that Product work is aligned with Customers 13 3. Performance We will be your partner to deliver proactive insights, and collaborate with you • We will highlight opportunities for improvement • Issues are efficiently triaged so the right experts can diagnose and resolve • Product release and adoption support • Our curated knowledge library, Customer Portal and release support increases adoption and collaboration 14 Centricity CPS & CEMR Customer Success Management Team Status 15 Actions and Next Steps Build out CPS/CEMR CSM teams Your feedback is important to us Connect with you and build Voice of Customer process a plan for success NPS surveys to get a current pulse on how you Develop and leverage standard are feeling. Sentiment will be analyzed, results processes to drive execution distributed, and formal initiatives will be put in place to address the feedback 16 Your Customer Success management team Jamie Mangene Catherine Pompei Edwana Fowler Andrea Saltzman Steve Plant Susan Stephens CSM Director CSM CSM CSM CSM Portland, OR Pittsburgh, PA Sun Valley, NV Dallas, TX Dallas, TX Dallas, TX 25 years 8.5 years 15 years 16 years 9 years 22 years Brenda Foltz Jill Pruitt Mia Maxson Debi Bond Dena Henney Tammy Nickum CSM CSM CSM CSM CSM CSM Lansing, MI Portland, OR Burlington, VT Hendersonville, NC Bellevue, OH Crane, MO 20 years 10 years 13 years 14 years 21 years 14 years © athenahealth Your Customer Success Manager will ensure that experts engage at the right time to support you and deliver value Customer Success Manager Customer Success Team Coaching & Advisory Client Analytics & Voice of the Implementation Customer Care Training Services Services Interventions Customer Customer Success Manager is primary point of contact 18 Customer Care 19 athenahealth Simple Philosophy … Differentiated Value Great Experience Revenue, Cost, and Quality Improvements It Works, It’s Easy, and Experts Are Available I need more Let me know Help me spend I’m not seeing Resolve my There is still too control over you’re listening time with enough revenue issues more much work quality program to my product patients and not cycle benefit quickly performance suggestions the EHR Keep the Eliminate the Don’t make me platform up and bugs fix your mistakes running 20 Customer Success Customer Care Client Value Engage & Integrate Build Value-Based Improve Issue & Bug CentricityTM Clients Care Capabilities Resolution • Align everyone around quality • Curate & drive action on high priority bugs • Mature the escalation process 21 ACM Support Strategy Continue delivering our responsiveness and ability to deliver timely resolutions in measurably impactful ways- Tier 1 resolve rate, TTR, Csat are all very strong Invest in uplifting the end-to-end customer support experience Support Resolve Unified available customer product and where & how issues support customers quickly & experience expect it effectively Support KM > Targeted/optimized Case/call quality program Help connection support channels Additional training investments Customer Portal > Journey map analysis product integration 22 Who Do I Contact 23 Who do I contact? Q: How does my engagement with my sales or account exec change? A: Your Account Executive/Sales will continue to be very involved with you and will collaborate with your CSM. Q: I’m adding providers, who can help me? A: Contact your Account Executive/Sales 24 Who do I contact? Q: I want to purchase consulting services, new modules? A: Contact your Account Executive/Sales Q: How does this change my engagement with support/customer care? A: You will continue to open cases for product issues. The CSM will be working proactively with the Customer Care team to monitor cases to ensure timely resolution. 25 Who do I contact? Q: I’m in the middle of implementing new functionality – do I work with my CSM and not my project manager and consultants to complete the project? A: You will keep working with the project manager and consultants Q: Who do I contact when I don’t know what to do? A: Your Customer Success Manager 26 In summary, remember three things about our customer success approach Accountability 1 We’re accountable to the success of our customers Focus on value Our customer interactions are proactive, insight-based and focused 2 on delivering meaningful business value Discipline 3 We drive process discipline and scalability for maximum efficiency 27 Q&A 28 Join us in the Usability Lab Room: Mediterranean 7 Friday 10:30-5pm, Saturday 9-5pm Sign up for one-on-one, 45 minute sessions and give us feedback on work-in-progress designs! Topics: • Morning Huddle • Immunizations • Graphical Timeline • Med Module 29 Let’s continue the conversation! • Our subject matter experts are waiting for you in the athenahealth booth in the sponsor pavilion • Stop by to learn more about what we are doing in the key areas below! • Look for our staff wearing these buttons 30 Thank you Mike McInnis Catherine Pompei Josh Cameron VP, Customer Success Director, Customer Success Sr. Manager, Customer Care.
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