How do you build your own world-class CX infrastructure? You don't. How outsourced customer support enables healthcare and healthtech businesses to thrive. Reduce costs, enhance customer experience and drive towards self-service utilization.

1. HOW DO YOU BUILD YOUR OWN
WORLD-CLASS CX INFRASTRUCTURE?
YOU DON’T.
Why outsourced customer support enables
healthcare innovators to thrive
Epiphany: Enhancing healthcare innovation with the human touch

2. TABLE OF
CONTENTS
The case for outsourcing customer care 3
Key challenges for healthcare innovators 5
Why Epiphany 8
Potential use cases for healthcare tech support and customer care 12
About Epiphany 14
Leadership 15

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Start
The Case For Outsourcing
Customer Care
The customer support model many health care innovators have adopted is broken. At best,
it does little to help them build trust with their end users. At worst, it’s losing them money.
We’re very clear on why this is happening:
Great customer experience
is the cornerstone of
successful, profitable brands
You can’t deliver that great
experience if you don’t provide
live support - especially in
healthcare
If you think that your business
is the best to build and operate
this capability, you’re wrong
Outsourced customer support is the key
to helping healthcare innovators thrive
Some of the most profitable and successful brands have achieved their status because
of their commitment to CX, anchored in live support. In healthcare, human-to-human
interactions are an essential part of a strong customer experience.

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You could provide live-support in-house, or you could outsource on a lowest price, cost-
per-seat model.
Neither is ideal. It either becomes a burden that takes the company away from its core
business, or devalues CX and causes other problems very quickly. To have a high quality
customer experience, you need to play close attention to quality control, minimal agent
turnover and a relentless focus on outcomes that benefit the whole business.
There’s also a growing trend towards self-service and the digital automation of support,
taking agents out of the equation altogether. But you can’t just flip a switch and expect it to
deliver, either for your customers or the bottom line.
Put simply, you still need the human touch.
But, the biggest barrier to delivering a great customer experience is that support is treated
as an overhead rather than an investment.
Healthcare innovators need to rethink their support model, and create an infrastructure that
can maximize the utilization and adoption of their products and services, and elevate their
brand.
How do you, as a healthcare innovator, build your own customer support infrastructure to
deliver all of this? You don’t. And that’s where Epiphany comes in.
Suranjan Shome
CEO
Epiphany

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Key Challenges For
Healthcare Innovators
No two organizations in the healthcare space have the exact same support requirements, but our
experience has shown us that they usually fall into one of these three categories.
With access to limited, finite resources, you need to spend as much time as
possible focused on your core business – developing great products and
services. And, while you may be great at the latter, you are not experts in
customer support.
As your business develops and your customer base grows, you need to
demonstrate to investors, partners, and clients, that you have the support
infrastructure in place to maximize the adoption and utilization of your
offering, and that you can scale with the demand.
Crucially, as a dynamic, agile company, you need that infrastructure to adapt
as your needs evolve too, supporting new releases, and playing a central role
in the gathering of customer feedback during product development and
trials. Think of customer experience as an investment in the same way you
would marketing or product development.
We’ve identified some of the common challenges each of the faces around customer support.
Digital health startups and fast-growing disruptors
73%
Physicians
used 72% more
digital tools,
on average,
in 2022
compared to
2016 (Source:
AMA)
Digital
health
startups
Mid-size
healthcare
innovators
Enterprise
healthcare
organizations

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Like a middle child, your organization takes lessons and inspiration from
both your smaller, younger competitors and the larger, more established
players you want to become. This means focusing on your core business to
aid growth, but it also means protecting margins without compromising on
quality of service.
You recognize that CX is an investment, not a cost, and nailing it is central
to your growth, but you may also be starting to struggle to manage the
volume of inquiries you are now receiving as growth accelerates.
Rather than risk letting customers down with inadequate support, you
need to drive up the adoption and utilization of your tools across all
implementations so that client-side stakeholders have confidence you can
maximize their return on investment.
Mid-size healthcare innovators
Consumers who
rate a company’s
service as “good”
are 38% more likely
to recommend that
company. (Source:
Qualtrics XM
Institute)
38%

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Right now, mergers and acquisitions are rife in digital healthcare and among healthcare providers.
These are exciting times for the space, but the inevitable outcome of any deals like these is the
integration, transition, or sunsetting of products and services.
These all drive significant volumes of support requests on top of your team’s core, day-to-day traffic,
essential work for your organization to be able to adapt and achieve the commercial ambitions that
drove the deals in the first place.
During such disruptive periods, managing the extended support infrastructure, ensuring brand
protection, and compliance, not to mention driving adoption and utilization through the change, can
create a logistical headache for your customer care leaders.
Enterprise healthcare organizations
The global market for digital health is worth $211 billion (2022), with the US as
the largest market, taking up 44.3% of revenues (Source: Grandview Research)
$211
billion

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Why Epiphany
Epiphany is a trusted implementation
partner, dedicated to delivering world-
class customer support for healthcare
innovators and facilitating your transition
from live support to self-help and
automation.
We are a catalyst for change, enabling
you to realize the full breadth of benefits
great support can deliver while freeing up
your time and resources to focus fully on
driving growth.
Whereas other contact center service
providers exist to sell you more seats, we
are different. Our focus is on your needs -
being scalable and dedicated to increasing
the adoption and utilization of your
technology and data-led initiatives.
We are dedicated to supporting healthcare
innovators. We are huge fans of technology, but we
recognize its potential is only realized if it’s backed
by great support.
Our business is purpose-built to deliver this service
for your sector. Epiphany’s leadership team has
extensive, industry-leading experience in contact
center management. And our agents are focused
exclusively on the healthcare arena too.
This means we’ve developed a track record for
driving the adoption and utilization of our clients’
products and services.
Industry focus

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Our people are our business. We recruit agents for attitude as much as experience and this has
enabled us to build a culture in which customer-centric thinking is embedded in everything we do.
Here’s how that can make a difference to you:
• Staff retention rates 4x that of the contact center industry average
• A keen focus on staff development, helping talent to flourish in both frontline and senior roles in
other parts of the organization
• Commitment to complete transparency with you regarding agent performance and development
• Our people are 100% US-based, and we’re proud to call Ohio, the Silicon Heartland, our home
For all these reasons and more, we believe our people are amongst the best and most committed
customer service professionals around.
A contact center delivers the most value when it enables a constant exchange of data and insights
from the frontline to its stakeholders, and this principle underpins our operations.
We create a feedback loop enabling you to respond to issues with greater agility and inform critical
decisions around product and service development.
Whether that’s regular reports on inbound traffic drivers, identifying emerging issues, supporting
crisis management, or providing invaluable feedback on beta testing/product trials, everything we do
focuses on growing your brand, ensuring compliance, and maximizing cost efficiencies.
We know that building and operating this kind of capability in-house is time-consuming, expensive,
and difficult and it’s likely not your core business. We also believe it’s unnecessary.
Whether your business has an in-house contact center or already works with an outsourced partner,
our approach will make it easier, faster, and more efficient for you to grow. Here’s why:
Our people
Rock-solid process
Tangible benefits, proven ROI

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Flexibility
We’re designed to scale to meet your needs
without the administrative and logistical
challenges faced in-house.
We help you manage spike demand in support,
ensuring you can consistently deliver above and
beyond your core activity.
We reduce our clients’ headcount requirements
over time, using our feedback loop to mitigate
common issues and aid the transition to self-
service without compromising quality.
Costs
Our singular focus and expertise in customer
support, means you benefit from 20-30
percent lower upfront costs than running your
own care team.
We minimize the impact of rising economies of
scale on any one client so, while costs may well
increase, they will be considerably less than for
an in-house operation.
We help you implement your self-serve and
automation strategies, so you gain greater cost
efficiencies without compromising on quality
of service. The total cost of ownership (TCO),
where we are able to improve utilization and
adoption and implement a planned transition to
a good mix of live and self-service, will surpass
anything provided in-house, or by a staffing
company.
Value
Epiphany’s feedback loop accelerates
access to insights for product and service
development and helps identify potential issues
and opportunities faster.
Our agents’ consistently high customer
satisfaction scores (+90%), even through busy
periods, play a central role in client retention.
As this is our core service, our agents can and
often do see career growth paths beyond the
traditional agent to supervisor roles that exist
with an in-house customer care organization.
We offer granular reporting on the performance,
capabilities, and development of the people
working on your behalf, so you can always see
who is contributing to your success and how.

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How outsourced customer care can drive down
costs, and increase customer service while
driving toward self-service utilization
We work with healthcare innovators to drive up the adoption and utilization of their technology.
Typically, the use of self-service and automation capabilities, rather than relying completely on live
support, forms a key part of their approach.
We are 100% supportive of the use of technology in customer service delivery, but technology alone
can’t provide all the support users will need.
When technology or new processes or programs are adopted, you always see increased demand for
live support.
Companies can’t respond to this demand by increasing their contact center headcount, so this
presents the case for outsourcing.
But it goes further than that. You can actually use the contact center to drive the adoption of these
technologies.
When people call in, agents can support them in the transition to self-service, for example. They can
help them navigate new processes, and get them used to the changes. Many customers like the idea
of being self-sufficient. They just need the support to get there.
Recognizing that need for live support to guide users through to more self-service journies will mean
support costs initially rise, but then fall as self-service utilization rates improve. And all the while
customer satisfaction will steadily rise - as shown in the illustration below.
Adoption Timeline
Customer Satisfaction
Customer Satisfaction
Self-Service Utilization
Self-Service Utilization
Live Support & Costs
Live Support & Costs

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Potential use cases for healthcare
tech support and customer care
Our core business is providing tiers 1 and 2 customer support on behalf of healthcare innovators, but
we can do so much more for your organization.
With our highly-skilled agents and deep domain experience, there are numerous other inbound and
outbound ways in which we can help, including:
The fundamental role support needs to
play - from EVV support and hardware
fault resolution for caregivers in non-
clinical environments - is to be available
where and when your customers need
us. We provide omnichannel, US-based
support, 24/7, 365 days a year.
Your regular contact center capacity may
not extend to specialty programs, such
as social determinants of health (SDOH)
and health equity surveys, preventative
screenings, or patient complaint follow-
ups. This is where Epiphany can come in on
a short-term basis to carry these projects
out with discretion, accuracy, and care.
Epiphany is expertly placed to act
as a Single Point of Content (SPOC)
across multi-vendor implementations,
resolving first-line support queries and
providing effective triage for second-
line and deeper technical support
requests.
There are many reasons to carry out
customer satisfaction surveys, such as
a post-surgery follow-up, to outreach
to handle ongoing customer service
issues. By doing these in person, over
the phone, we can provide in-depth
insights and a sense that you care
about what people have to say.
Technical support
Speciality programs
Vendor management
Customer satisfaction surveys

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Hospital and MCO acquisitions, name
changes, and other mergers can be
unsettling or confusing for customers, so
providing the ability for them to speak
to a human can help reduce stress and
answer questions quicker than relying
only on electronic communications. We
can handle this on your behalf, dialing
capacity up and down, depending on your
needs.
If you are implementing new products or
updating your software and services, you
don’t want to lose any customers or take
a hit on adoption and utilization. We offer
a range of services here, such as training
for caregivers, medical practitioners, and
end-users, through to quality control and
research services.
M&A transition and outreach Product adoption and
development

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About Epiphany
Epiphany provides world-class contact center services for US healthcare innovators.
Built from the ground up to address the concerns many organizations have about outsourcing
customer support, we make it easier, faster, and more efficient for you to deliver and benefit from a
fantastic customer experience.
As an implementation partner for some of the most exciting innovators in the sector, Epiphany
provides the dynamic scalability and expertise you need to enhance your brand and achieve your
growth ambitions.
In addition to inbound and outbound capabilities, Epiphany creates an invaluable feedback loop
between frontline customer conversations and your key stakeholders, aiding enhancements to
processes, products, and propositions.
Located in Ohio, The Heart of it All, and with 100% of our people based in the US, Epiphany delivers
nationwide support 24/7, 365 days a year to help Americans get the full benefit of healthcare
innovations.
Epiphany: Enhancing healthcare innovation with the human touch

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Leadership
Suranjan Shome, Founder & CEO
Suranjan has led Epiphany since founding the company in 2007,
receiving numerous professional honors along the way – including
being named a finalist for the Ernst & Young Entrepreneur of the Year
Award.
He’s motivated by the opportunity to improve the lives of the millions
of Americans who will benefit from healthcare technology in the
coming years.
Jim Talley, President & COO
Jim started his working life as a contact center agent before working
his way up through the ranks over the course of a 30-year career. He
now leads Epiphany’s contact center operations.
Thanks to his years of experience, Jim understands better than most
the challenges that agents face, as well as the unique opportunities
the role offers not just to provide support to customers, but to deliver
critical business insights too.
Doug Jones, Chief Strategy & Development Officer
Doug’s 30-year career spans sales, operations and IT management, as
well as teaching, consultancy, and numerous c-suite roles.
At Epiphany, he’s responsible for expanding the business – and the
market – through strategic partnerships and developing creative
solutions for the healthcare sector.
Joe Marte, VP of Business Development
Joe has worked in the healthcare and home care sectors for the past
15 years, with senior roles spanning business development, operations,
and account management. This has given him invaluable industry
experience and an appreciation of the strategic value of the customer
care function.
At a time when technology is helping to enable a revolution in
healthcare, Joe is excited to help organizations take advantage of the
opportunities available.

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Get In Touch
Headquarters
283 E. Waterloo Rd. Akron, OH 44319
Phone
(888) 364-4512
Email
info@epiphanymgmt.com