Customer Success for Healthcare Software

Virginia Jaramillo, Castlight Health

Richard Lopez del Rincon, CareCloud

Mark Woodka, OnShift

Mark Woodka

OnShift, Inc.

Long-term care and senior living providers rely on OnShift staff scheduling and labor management to control labor costs and increase efficiencies so nurses have more time for care. OnShift predicts and prevents overtime and understaffing while dramatically reducing time spent on scheduling and managing open shifts. Fully integrated with time-keeping, HR, clinical and payroll systems, OnShift provides a unified view into staffing levels and labor costs across healthcare settings .

CEO, OnShift

OnShift Customer Success Team and Challenges

• Customers are not tech savvy• Each customer “site” must be

treated as an independent customer

• Average customer • High employee turnover• Differing levels of

management involvement

• Customer Success team structure• Customer Success Associate

• Monitor Gainsight alerts• Provide support for

named accounts• Customer Success Manager

• Proactively engage with customer executives

• Works with CSA partner

OnShift 2014 Goals

• Maintain negative churn• Reduce actual churn• Increase sites a CSA can

manage to 350• Identifying themes

through Gainsight – wholistically addressing across company

• Leverage Gainsight, Salesforce and Zuora into a highly automated customer success platform

• Apply data science in 2015 to identify leading indicators of churn and customer success

OnShift Learnings

• Churn is reactive • Be proactive by focusing on continuous

adoption • Remind your customers continuously of your

value to them• Throwing bodies at the problem is not the

answer – look to technology and data science

OnShift Learnings – Be Cautious with Metrics

• Don’t look only at accepted industry standard definitions of churn

• Churn can remain flat while revenue replacement costs skyrocket

• A reduction of $1 in churn has a financial value of twice the ARR• Assumes a $1 CAC ratio

Virginia Jaramillo

Great healthcare builds great business.

Director, Customer Success & Operations

Castlight Health at a glance

Great healthcare builds great business.

Vision Offering

Empowers businesses & families with our

Enterprise Healthcare Cloud

Customers

100+customers

20+Fortune 500

25industries

50states

• Delight and retain our customers

• Expand our business with value-add offerings to customers

• Scale our operations to ensure rational service levels

Castlight customer success goals

Best practices in a rapidly changing industry

• Email• Print promotion• Ground strategy• Gender• Digital promotion• Size• Incentives

Driving employee engagement

Richard Lopez del RinconCareCloud

Executive Vice President, CareCloud

CareCloud is the leading provider of cloud-based practice management, electronic health record (EHR), and medical billing software and services for medical groups. The company’s products are connecting providers to one another – and to their patients – through a fully integrated digital healthcare ecosystem that can be accessed on any browser or device.

CareCloud is helping thousands of physicians to increase collections, streamline operations and improve patient care in over 48 states, and currently manages over $3 billion in annualized accounts receivables on behalf of its revenue cycle management clients.

• Begin with the end in mind- What does CS look like?

• Pick a transformation framework- 4 planks across 5 phases

• Student of the game- Research - Network - Vet CS apps- Speak to clients

• People, process and technology• Customer Experience Map• Holistic approach• CS Definition for your

organization

Building a Customer Success Transformation Plan

Customer Success Definition

1.(Over) achieve success KPIs2.Client SAT rating of 9 or 103.CareCloud Evangelist – referrals & references4.Purchases new products and services5.Client is engaged

Q & A