3 Ways customer support and customer success are like doctors for technology

3 Ways customer support and customer success are like doctors for technology

Reading Time: 3 minutes

By: Jon Byers, Technical Support Engineer, Tier 2

Years ago, when software was an ownership model with license purchasing and a large capital investment, the focus was mainly support for troubleshooting issues. But with today’s subscription model, it’s easier for customers to transition away from fees that are monthly, quarterly, etc. It is more important than ever to treat customers well and give them significant value in these SaaS investments—which means going beyond basic support with dedicated success teams.

Customer support and customer success have a symbiotic relationship, requiring each side of the spectrum to deliver value and maximize the technology. And while they may differ, their objective is similar—to create a better overall experience for the client. Much like a team of doctors, they assess the customer’s needs holistically, providing a complete support package dedicated to customer success and satisfaction.

Customer support addresses the physical health of technology, troubleshooting issues with operations or end-user problems. On the other side, customer success focuses on the mind of the organization—staying aware of new features that can help them reach goals, finding creative ways to leverage the product that can address pain points, and helping to ensure a positive experience for the customer.

When organizations work with these teams, it’s like getting a check-up for technology to run smoothly and to stay on top of the latest features that can help them achieve success. Here are three ways customer support and customer success teams are like doctors for technology, working together to deliver ROI for home-based care providers.

Success teams should have a background in home-based care.
The success team should know the pain points of the industry, what problems need to be solved within organizations, and what can make caring for patients in the home easier—and the only way to truly understand these is to have experience in the home-based care industry. Much like a doctor gaining experience in their field to become a trusted source, customer success teams can connect with customers on a deeper level by truly knowing what they need and why they need it.

They should address customer pain points.
Where is their organization hurting? How can technology simplify their day-to-day? By understanding what is causing pain—whether it’s tech issues or the need for a new feature—customer support should be available to troubleshoot issues and success teams should be proactive about addressing pain points and keeping customers up to date on all the features that can help.

They should focus on increased utilization.
Are organizations using technology to its fullest potential? Like a doctor helps to ensure patients are in the best possible physical shape, customer support and success teams should work together to help ensure technology is being utilized to the max. When customers are educated on what their digital solution is capable of, their ROI is maximized and they can see more value in their technology.

Ready to experience what CitusHealth’s customer support and success teams can do for your organization? Schedule a demo today to see how these teams are dedicated to helping you reach goals and exceed your technology expectations.

Jon Byers
Jon Byers

Technical Support Engineer

With over 20 years of experience in customer care and delivery, heavily focused in healthcare software and IT, Jon has always had a passion for how healthcare users interact with an organization’s people, processes, and products. Having built several customer care/support teams from scratch, he is keenly aware of how the complete customer experience impacts satisfaction and engagement, and can influence the quality of patient care.

While at CitusHealth, he has already worn several customer-facing hats: implementations, customer success, and most recently moving to a technical lead role with our customer support department.

Jon has driven support and delivery success for client accounts ranging from small agencies to large health organizations like The Mayo Clinic and Henry Ford Health System, as well as Fortune 100 companies such as IBM - Watson Health, Walgreens, Target, and Kroger.