athenahealth Drives a 25-Point NPS Improvement and Increases Customer Retention by 3%

Since its founding in 1997, athenahealth has developed a well-earned reputation as a disruptor in the healthcare IT market. Through electronic health records (EHRs) and other cloud-based services, the company partners with ambulatory and enterprise customers nationwide to drive clinical and financial results.

Due to changing market conditions and buyer behaviors, athenahealth, like many EHR vendors, was facing challenges with its Net Promoter Scores (NPS) and customer attrition. As part of an organizational transformation, it shifted from an account management model to a Customer Success model and chose Gainsight to enable its new team.

With Gainsight, athenathealth’s CSMs:

  • Have shifted from being reactive to proactive
  • Can identify improvement opportunities, test interventions and prove their ability to drive change
  • Influenced 24% of targeted customers with at-risk revenue to take action and collect on 15% of that at-risk revenue

Read the case study to learn more about how Gainsight enables athenahealth to improve its NPS and customer retention.