7 Implementation steps for a successful end-to-end customer experience

7 Implementation steps for a successful end-to-end customer experience

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By: Valerie Deming, RRT, CAHIMS, PMP, Sr. Implementation Project Manager, Professional Services, CitusHealth

No home-based care organization can expect to invest in technology and start using it the next day. With innovative digital tools like ours, a thoughtful implementation process is essential to achieving long-term success and encouraging adoption among staff—and it all begins with super users.

This is our seven-step approach to onboarding organizations to technology that will transform their operations, training their super users, and helping to ensure success among end users for go live and beyond.

Step 1: Welcome email
Before implementation officially begins, we send a welcome email to introduce ourselves and provide details about the different phases of implementation. Included in this email are discovery sheets, with prompted questions that allow us to dig deeper into customer needs, ensure they form a project team, and plan for implementation success.

During the process of filling out these discovery sheets—and throughout the entire implementation—we’re available to answer any questions that may arise.

Step 2: Introductory and discovery
After the welcome email is sent and discovery sheets are completed, an introductory call is our way of ensuring customers are well prepared for the implementation before it begins. We discuss CitusHealth’s role as well as the responsibilities of their project team and the resources needed to be successful.

Shortly after the intro call, we have a discovery call to discuss prepping their site and building it around their needs (who has access, etc.). Within two weeks of reaching out for the first time, we’ve had two calls to get things started on our side and the customer’s.

Step 3: Planning the schedule
Planning the training schedule is key for long-term success and adoption. During this step, we make sure customers have the right resources, determine any resource restraints, and accommodate customer schedules for weekly calls. Once the training schedule is planned, we send invites weeks in advance to make sure trainees can plan around the approved dates and times.

During our series of training calls, we’re available for additional calls to address any questions or concerns throughout the training process.

Step 4: Super-user training
A significant step in the implementation process is the actual training where super users are educated on the functionality and workflows of CitusHealth. During this process, we guide customers toward incorporating CitusHealth technology into their everyday environment to help increase long-term adoption.

Schedules are planned far in advance to maximize attendance and focused agendas are shared before each call to include workflow discussions and feature functionality training. During these calls, we discuss best practices for software use as it pertains to the customer’s business line and experienced consultants give examples of what has worked and not worked for other customers. After each call, homework is given to super users to practice workflows and functionality, and to customize site setup for account settings, messaging rules, escalations, etc.

Follow-up calls are scheduled when needed for additional workflow discussions or review of a feature or functionality if the customer has questions.

Step 5: User acceptance testing
Once we feel customers are trained sufficiently, we implement user acceptance testing. This step allows us to see whether the customer is ready for end user training and to objectively test their competency. While going through every process from end to end, it gives us an idea of what customers know and what they don’t know. From forms and documents to the Message Center and PDGs, we ensure customers feel confident and ready for go live.

Step 6: End-user training
Now that the super users feel confident in their CitusHealth knowledge, it’s time to train the end users—those who will be using these digital tools every day, both in the office and out in the field. Since super users may not always know the ins and outs of daily tasks, end users typically bring up specific scenarios. Our implementation consultants can provide more guidance for these specific end-user questions.

Step 7: Go live (and beyond)
Once CitusHealth is officially live and customers are confident in their abilities to use these digital tools, we’re always in the background to help. Super users are always the frontline support, but our consultants are here to resolve any questions they may have moving forward.

Post go live support calls give customers additional support from our implementation team help to ensure go live success. After being live for a few weeks, we offer an expansion call, where our implementation consultant brings the customer and customer success manager (CSM) together to determine any issues, how to onboard new features, and establish a long-term plan for success.

As customers are transitioned to their CSM, it’s like their graduation out of implementation. From there, it’s forward thinking about how to continue user education, how they’ll transition to customer support, and ongoing advice for improvement. This support continues during their entire relationship with CitusHealth.

With the right approach to implementation, organizations can see higher adoption rates and the ability to achieve their goals. Schedule a CitusHealth demo today to learn how our unique implementation process can give you the end-to-end customer experience your users deserve.

Valerie Deming
Valerie Deming

With 28 years in healthcare, including a decade in project management, Valerie Deming understands the value of elevating the patient and staff experience through technology. Her credentials include AAS in Respiratory Therapy, BS in Education, Health Information Management certification, Lean Six Sigma Greenbelt certification, PMP certification from Project Management Institute, and CAHIMS certification from HIMSS. Valerie lives in Upstate New York with her husband and daughter, where she enjoys golfing, camping, and all things crafty.