Customer Success for Healthcare Software

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The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale.

In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.

This presentation - Customer Success for Healthcare Software- is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from Castlight Health, OnShift, CareCloud

Published in: Healthcare, Business, Technology
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Customer Success for Healthcare Software

  1. 1. Customer Success for Healthcare Software Virginia Jaramillo, Castlight Health Richard Lopez del Rincon, CareCloud Mark Woodka, OnShift
  2. 2. 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
  3. 3. 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
  4. 4. 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
  5. 5. 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
  6. 6. 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
  7. 7. Virginia Jaramillo Great healthcare builds great business. Director, Customer Success & Operations
  8. 8. 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 25 industries 50 states
  9. 9. • 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
  10. 10. Best practices in a rapidly changing industry • Email • Print promotion • Ground strategy • Gender • Digital promotion • Size • Incentives Driving employee engagement
  11. 11. Richard Lopez del Rincon CareCloud 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.
  12. 12. • 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
  13. 13. Customer Success Definition 1.(Over) achieve success KPIs 2.Client SAT rating of 9 or 10 3.CareCloud Evangelist – referrals & references 4.Purchases new products and services 5.Client is engaged
  14. 14. Q & A
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