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Our Year In Review: Scaling to New Heights
Phreesia's client success team underwent significant evolution in 2017, focusing on specialization and technology to enhance client engagement and operational efficiency. Key outcomes included doubling capacity for mid-tier clients, increased net renewal rates, and reduced churn by implementing repeatable processes and a more structured team organization. Overall, these changes have led to improved client experiences and a scalable model for future growth.
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Our Year In Review: Scaling to New Heights
- 1. Our Year In Review:Scaling to New Heights
- 2. Meet Your Presenter PatHorne VP, Client Success 15 years of experience in enterprise client success and client engagement teams. Since joining Phreesia in 2009, I have helped develop Phreesia’s client success team by continually assessing and refining our strategy to ensure we deliver the best possible experience to all of our clients. Phreesia is relentlessly client-focused.
- 3. 70M check-ins annually 6M staff hours savedannually 80% patients pay at time of service 15% of US population touched by Phreesia 159M insurance checks annually About Phreesia • Founded in 2007 • Healthcare IT company • 400 employees (CS team of 50) • Head office in Manhattan, CS team in Ottawa, Canada • Market leaders in patient intake
- 4. Challenges Starting 2017 CSM’s were “jack-of-all-trades” Team was largely reactive The team grew proportionally to client base growth and scaled through headcount. Lack of repeatable processes, playbook’s and consistency Determining client health was manual and labor intensive Reactive Proactive Intelligent Agile Support-like function. Largely unknown. No process definition No systems of record. Excel & Word. Relationship Management. Business- facing. Some defined processes. Basic CRM & usage data. No integrations. Adoption Champions. Playbooks, Survey’s & Advocacy. Sales-CSM collaboration. Customer health insights. System suggests actions. Business Process Expertise CS is org philosophy. Seamless CS processes across segments. Sophisticated Customer Lifecycle Management system Client Success Maturity Model *Source: Totango Customer Success Summit 2017, Microsoft Presentation Start of 2017
- 5. Entering 2017, WeHad Three Main Goals… Continue to improve the client experience 1 Redesign CS team for scalability 2 Implement and measure repeatable processes 2
- 6. How Did WeDo It? Specialization Technology Standardization
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- 8. Specialization 9 SAM Revenue Generators Upsell crosssell team By specializing the different components of CS organization we were able to effectively account plan, engage in value driving conversations, and better launch upsell client initiatives in a more scalable way. Queue Product Experts Configuring our clients more efficiently and effectively than ever before TAM Best Practice Masters Subject matter experts and responsible for complex configuration & best practices Engagement 1:Many Pioneers Proactive and scalable account engagement of 1,000+ accounts CSM Outcome Drivers 1,200+ adoption opportunities closed 250 Usage opportunities closed with overall utilization in owned accounts increasing from 80%CSA Early Career Program
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- 10. Client Health –Early Detection System High product usage No Urgent or High Priority Tickets No drop in client sentiment Low product usage Open Urgent or High Priority Tickets Change in client sentiment If the product does not meet the criteria for either poor or good health, then it is considered to be in average health.
- 11. Success Flows –Automation of Playbooks & Standardization ~15K Proactive Engagement s ~2K Executive Business Reviews 500 Early warnings detected
- 12. Campaigns – 1:ManyEngagement Enabler 100% Delivered 15% Viewed 33% Engaged
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- 14. Head of Client Success CSMManager Sr. CSM CSM CSM CSM CSA 1:Many Manager CSAs Client Engagement Team CSA Queue Manager CSA Queue CSA Queue CSA Queue CSA Queue CSA Book Manager CSA Stretch Book CSA Stretch Book CSA Stretch Book CSA Stretch Book We Moved To a Team/Pod-Based Structure Pod 1 Pod 2 Pod 3
- 15. Technology supported ouralignment to the new team structure
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- 17. How Did WeDo? Doubled our capacity in our mid- tier clients 2X ! Significantly increased NDR across all client tiers Reduced churn & improved renewals Major improvement in our efficiency ratio
- 18. Phreesia’s Client SuccessOrganizational Evolution Reactive Proactive Intelligent Agile Support-like function. Largely unknown. No process definition No systems of record. Excel & Word. Relationship Management. Business- facing. Some defined processes. Basic CRM & usage data. No integrations. Adoption Champions. Playbooks, Survey’s & Advocacy. Sales-CSM collaboration. Customer health insights. System suggests actions. Business Process Expertise CS is org philosophy. Seamless CS processes across segments. Sophisticated Customer Lifecycle Management system Client Success Maturity Model *Source: Totango Customer Success Summit 2017, Microsoft Presentation Start of 2017 Totango Today
- 19. Recap and KeyTakeaways Specializing different components of the CS org produced better outcomes 1 Technology enabled us to operationalize specialization & standardization 2 Clients are happier and receiving a better & more consistent experience 3 We are setup for scale. Next up…
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