Customer Success for
Healthcare
Keep your customers healthy with the top-rated, HIPAA compliant Customer Success Platform, so that they can focus on what’s most important: their patients’ health.
A FEW OF OUR SUCCESSFUL HEALTHCARE CUSTOMERS
INSIGHTS
Practice proactive, preventative care by prescribing the right CSM actions
- Centralize all of your customer data into a single 360-degree view
- Monitor customer health and proactively diagnose critical risks and opportunities in your customer base
- Prescribe human and digital interventions to address those risks and opportunities
- Demonstrate how your team’s activities improve health and generate outcomes for your customers
“With Gainsight, we’re able to operationalize our customer success processes and keep focus on the success of our customers.”
Tony Lenox VP,
Worldwide Customer Success and Support
MONITORING
Monitor customers vital signs of low adoption, sentiment, and other forms of risk
- Collect product, feature adoption and usage data for each of your end-users and personas (e.g., patients, clinicians)
- Analyze trends to understand what features and workflows drive customer retention, growth and satisfaction
- Collect specific end-user feedback through surveys presented directly within your product
Engagement
Engage and activate your customers at scale
- Deliver personalized customer experiences through human and digital-led interactions that adapt based on end-user behavior
- Provide just-in-time training to end-users on your next release through personalized in-app engagements
- Identify successful customers and turn them into advocates
Helping Healthcare Organizations
Gainsight can help you deliver the Preventative Care that enables you to retain and grow your customers.
Digital Health & Wellness
Telehealth
Electronic Medical Records
Health Insurance
Connected Medical Devices
Revenue Cycle Management
Additional Healthcare Resources
Change the Game in 5 Minutes: Omada Health Embraces 3 Unshakeable Pillars of Customer Success
Welcome to our Change the Game in 5 minutes Series. In these conversations, we talk with customer success leaders who are role models for others who want to serve customers better. Arvind Stokes, VP of Customer Success and Support at Omada Health, certainly fits the bill. Today we find out why the “digital hospital” needed to change the way it managed clients, how Arvind led the customer success transformation, and what’s happened at Omada Health as a result. Nick: Arvind, thanks for being here today. Before we talk about customer success, let’s take a moment to learn something about you. When you were a kid, what did you dream you’d be when you grew up? Arvind: I went from a fireman to a doctor to a professional tennis player. Tennis was the only thing I was semi-decent at. The funny thing was, I didn’t want to win trophies. My dream was to win a big tournament and give a speech where I thanked my parents and told them how proud I was to be their son. Nick: Wow. I’d love to hear more about that amazing story … but let’s turn to customer success. Tell us about Omada Health, the […]
Healthcare Edition: 3 Ways You Can Enhance Your Team’s Performance
As providers of HealthIT and Digital Health services, your solutions provide workflows, data, and deep analytics to enable patients and clients to answer questions such as: Is my health getting better? Are my patients getting better? Am I providing the right care? Are we optimizing revenue for our practice? Are we improving patient access to care? But, we often don’t have the same understanding of how our teams and organizations perform. We lack the workflows, data, and analytics to answer similar questions: Are my clients seeing value with our solution? Are my clients as healthy as they could be? Is their experience where we want it to be? Is my team taking the right actions at the right time and delivering on our commitments? Are we on track to meet our retention, expansion, and satisfaction goals or do we need to course-correct? Are we properly investing in scaling our client-facing operations? As we navigate through the ups and downs of 2020, being able to answer these questions is more important now than ever. In both organizations that are “thriving” and “surviving” 2020, C-suite executives are renewing their focus on clients. Why? For “survivors” retaining and expanding the base is critical […]
Change the Game in 5 Minutes: Laura Salonga and Ed Smith Shift the Focus from Reactive to Proactive
Welcome to our Change the Game in 5 mins Series. If you’re in the healthcare industry, you may be particularly interested in my conversation today with athenahealth’s Laura Salonga and Ed Smith. At athenahealth, a leading provider of network-enabled software and services for medical groups and health systems nationwide, Laura is a Senior Product Manager and Ed is Executive Director, Customer Success Analytics. At any given time—and especially now, with COVID-19 overwhelming healthcare providers and administrators everywhere—Laura and Ed know these experts need to focus on their patients, not their tech stack. They keep this top of mind as they shift from reactive to proactive thinking when partnering with their clients to optimize their performance. Nick: In these challenging times, I think it’s important to step away from all the uncertainty when we can, even if it’s just for a moment or two. That’s my cue to ask, when you both were kids, what did you want to be when you grew up? Laura: I don’t remember having a specific job in mind but from a young age but I knew I wanted to learn other languages and cultures, travel the world, and have a positive impact in all that […]
Healthcare Edition: How to Solve 3 Unique Communication Challenges in HealthIT
In most SaaS industries, vendors strictly communicate with decision-makers, key stakeholders, and administrators. It’s quite different in HealthIT! Because users must use our platforms to do their jobs, we often have the authority to communicate directly with end-users, especially when serving Small and Group practices. Communicating with thousands of users is simple, but how about communicating with hundreds of thousands of users? If you are a growing HealthIT platform, you might be struggling to scale how you communicate with your decision-makers, administrators, and users. Here are three communication challenges that are unique to HealthIT: Multiple users within a healthcare practice may share a “non-professional” inbox, for example, any email address ending in @gmail.com. This can make it hard to send the right email message, to the right persona, at the right time, as well as keep certain messages confidential. Trying to onboard a new user via email? Forget about it! Users within healthcare practices can play multiple roles in your application. A single user may simultaneously be the Practice Administrator, Billing Manager, and system administrator for your tool. As a result, you may need them to complete multiple sets of tasks during onboarding. You may need to send ongoing email communications for […]
Healthcare Edition: How to Get Information to Your Users Quickly
In an industry where communication is critical, how do you make sure the right message reaches the right patients, providers, and non-clinical staff? Over the past few weeks, you’ve probably been reminded of every email subscription list you’ve ever signed up for. Your inbox number ticking higher and higher as COVID-19 (a.k.a. coronavirus) became part of our everyday vocabulary and businesses rushed to send communications to address this “new normal.” If you needed to get important information to your users, it was likely buried under all of these communications. As the situation surrounding COVID-19 continues to evolve, companies need to be prepared to keep users informed. In this guide for healthcare products, we’ll show you how to use in-app engagements to cut through the noise and effectively communicate information to your end users when time is of the essence. What Is an In-App Engagement? In-app engagements are outreaches from your company to your end users that happen within a product. In times like these, they can be used to: Provide critical updates Enable quick onboarding Drive ongoing product education that evolves with current events Capture user sentiment Examples of in-app engagements include onboarding tours, new feature releases, content announcements, and surveys. […]
Healthcare Edition: Success Stories From The Field
To our Customer Success and Product professionals in HealthIT and Healthcare communities, we’re so thankful for everything you are doing to keep us all informed, healthy, and safe. We’ve heard from our partners in telehealth, digital health, connected medical devices, and electronic medical records (EMRs) that the inflow of new customers, users, patients, and product enhancements to support COVID-19 is creating new and unprecedented demands on your business. You and your teams are working around the clock to support our front-line medical professionals and patients during one of our country’s greatest times of need. Indeed, we believe that there is a silver lining to this crisis—namely that the widespread adoption of your technologies will lead to improved patient engagement and access to care, among other cost and quality of care outcomes. Our Healthcare Practice at Gainsight is here to help you continue to rise to the challenge during this period of uncertainty. Our team brings decades of domain expertise in customer success and HealthIT from roles at Epic, Cerner, hc1, Qgenda, and Forte. We also have experience delivering outcomes to 40 leading healthcare organizations, including: Digital Care provider Omada Health, leveraged Gainsight to more efficiently onboard new customers, patients and teammates. […]