4 Examples of how customer success creates a path to value

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By: Terri Embry, RN, BSBA, Customer Success, CitusHealth

Regardless of care setting, customer success should always begin with determining a path to value — and that path is paved with the customer’s why. Did the customer need technology to help existing staff handle a growing patient volume, to help ease the administrative burden, or to help simplify the billing process? Whatever the reason, knowing their why will help you prioritize which problems need solving, rank those priorities, and create the quickest path to success.

The disconnect that many organizations face happens when the C-suite implements new technology without first involving their team. Leadership wants specific results, while field staff expect certain tasks to be simplified. Our customer success team matches these needs to specific workflows that we know will give them that produced outcome and value.

Just like our customers adjust each plan of care to meet the individual needs of patients, we take the same approach by customizing workflows and putting them in place as quickly as possible to help customers reach their goals. To do this, milestones should be created to monitor progress and showcase success along the path. These milestones can be determined by patient cohort — which could be certain populations by therapy, disease type, or even payor.

Like any well-designed project plan, having an objective in mind and then determining what must be done each day helps your entire organization march toward the goal and maximize value. Once our implementation team completes that process, our customer success team focuses on expansion — carrying on workflows, making their way through the rest of the prioritization list, and sharing successes along the way.

Here are a few examples of value we often hear about from different care settings:

	Specialty pharmacy experiences value with customer success Specialty pharmacy is a competitive industry. To have an advantage, pharmacies must have creative, effective ways to support their patients.
	Check all criteria boxes to compete for limited distribution drugs. Have a clear patient onboarding process that provides secure channels to communicate with patients and their support systems. Track outcomes from chat conversations. Automate sharing of manufacturer financial programs and training materials. Reduce phone calls to determine refill readiness and reasons for not refilling a prescription.
	Home infusion experiences value with customer success A big value driver for home infusion is creating a path to getting admission documents signed, which makes them quickly available for clinical and billing teams.Like patients, every customer is unique. The CitusHealth implementation and customer success teams individualize success plans with prescriptive workflows to achieve unique outcomes. Request a demo today to learn how CitusHealth can deliver a quick path to value.
	Get admission documents signed and immediately available for clinical and billing teams. Send documents via secure email or SMS to patients using app-less workflows pre-admission to save nurses or ambulatory clinics up to 15 minutes per visit. Video chat to troubleshoot pumps or other patient needs to avoid unnecessary visits or deliveries. Help decrease anxiety for patients and avoid unnecessary ER admission by using video chat between scheduled visits. Help reduce held revenue and bill faster by having supporting evidence easily and quickly obtainable for claims submission. Replace phone calls for pre-dispense assessment data collection by sending patients or their caregivers a routine questionnaire.
	Home health experiences value with customer success In home health, gathering required Medicare documentation and capturing signatures can be tedious. Competitive organizations have the right tools in place for electronic signature capture and documentation workflows.
	Capture electronic signatures for Medicare documents. Reduce the number of visits to the home with app-less or in-app video visits that meet patient needs and allow for troubleshooting. Achieve collaboration for interdisciplinary teams. Offer patients and their alternate contacts secure messaging. Track and obtain physician signatures securely.
	Hospice experiences value with customer success Hospice care can be a difficult time for everyone involved. Organizations that prioritize communication with caregivers provide the ultimate comfort to patients and families.
	Collaborate through video or chat conferences for families, patients, and alternate caregivers. Send information to alternative contacts based on their role in the patient’s support — app-less or as an enrolled user. Obtain admission signatures from alternate contacts.

Like patients, every customer is unique. The CitusHealth implementation and customer success teams individualize success plans with prescriptive workflows to achieve unique outcomes. Request a demo today to learn how CitusHealth can deliver a quick path to value.