Gainsight’s Proven Onboarding Approach Helps athenahealth Fine-Tune and Successfully Transition to an Improved Customer Success Model

Since its founding in 1997, athenahealth has developed a well-earned reputation as a disruptor in the healthcare IT market. Through electronic medical records (EMRs) and other cloud-based services, the company helps medical groups better connect and doctors better focus on patient care. Today, its cloud-based national network serves more than 100,000 providers nationwide, and the company ranked 13th on the Healthcare Informatics 100 list for 2018 with $1.2 billion in revenue.

athenahealth employs more than 5,000 people who are dedicated to the company’s purpose: unleashing our collective potential to transform healthcare. The company is so committed to transforming healthcare and delivering value to customers that it aligns its own financial incentives with its customers’ through a unique outcomes-based pricing model.

Challenge: Evolving the Account Management Model

In the midst of a changing market landscape and shifting buyer behaviors, athenahealth saw an opportunity to gain more market share by increasing customer satisfaction and retention.

athenahealth was unique in the market by relying on an account management service model that ensured a one-to-one relationship with each customer. However, the service model needed to evolve so athenahealth could deliver more proactive guidance to help customers perform better and extract greater value from the athenaNet platform.

In response, the company shifted to a Customer Success model designed to further improve customer satisfaction and retention. A top priority was finding a Customer Success platform that would allow for evidence-based, system-generated performance interventions to help customers achieve value on the platform.