通過客戶成功加速采用軟件.pdf

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1、Accelerating AdoptionAccelerating AdoptionWith Custom er SuccessWith Custom er SuccessAgendaAgenda1.The Customer Success Team2.Adoption Readiness3.Quarterly Business Reviews4.axiUm Insights Program5.QuestionsChris WaltersChris WaltersHead of Customer SuccessEmail:Phone:778.828.1673778.828.1673The CS

2、M The CSM TeamTeamAcce le ra tin g Ad o p tio n with Cu sto m e r Su cce ssAs a Customer Success Management team our goal is to deliver value with every interaction.Just checking inBuilding Building Growing ValueGrowing ValueResponsible for identifying and demonstrating value for new projects and op

3、portunities.Sales ExecutiveSales ExecutiveProvides specialized expertise,consulting,and implementation services for a specific project.Professional Services Professional Services Resolves technical issues,troubleshoots problems,and assists customers in maintaining the functionality of products or se

4、rvices.SupportSupportDedicated to ensuring the long-term success and satisfaction of customers by proactively engaging and continuously maximizing the value they derive from the companys products or services.Custom er SuccessCustom er SuccessYour Ongoing Journey with Your Ongoing Journey with axiUma

5、xiUmDepth/MaturityOnboardOnboardAdoptionAdoptionGrowthGrowthRenewalRenewalSalesCustom er SuccessCustom er SuccessProfessional ServicesSupportProject PrepContractsSignedProject KickoffProject RetroAdoptionReadinessBusinessReviewBusinessReviewBusinessReviewInsightsReviewInsightsReviewRenewalPreparatio

6、nRenewalReviewNewFeatureDemosNew Purchase or ProjectSandi AcresShawn GraverDale GibsonSolutions ConsultantCustomer Success Manager-axiUmCustomer Success Manager-axiUmMeet the Meet the axiUmaxiUm CSM TeamCSM TeamAdoption Adoption ReadinessReadinessAcce le ra tin g Ad o p tio n with Cu sto m e r Su cc

7、e ssSystematically evaluate the readiness of your team to adopt a new product or service.Adoption ReadinessAdoption ReadinessUnderstand Readiness LevelsOptimizing ResourcesIdentifies Potential BarriersMitigates RisksInformed Decision-MakingIncreases Success RatesUnderstanding readiness across criter

8、ia related to people,process and technologyPrioritize adoption remediation plansDecide on remediation plans for top 3 adoption barriersAdoption Readiness Process OverviewAdoption Readiness Process OverviewAssessm entAssessm entScorecardScorecardReviewReviewAdoption ScorecardAdoption ScorecardCategor

9、yCategoryDescriptionDescriptionScoreScoreRem ediation OptionsRem ediation OptionsCom m entsCom m entsOutcom es ClarityOutcom es ClarityClearly defined with SMART outcomes and metrics1.Define key outcomes using SMART framework2.Validate desired business outcomes3.Define success metrics/milestonesLead

10、ership Leadership ReadinessReadinessAlignment of key leadership1.Define program/project leadership2.Ensure decision-making authority is assigned3.Form committee to drive strategy/actionGovernance Governance ReadinessReadinessInitiative Governance has been defined1.Define governance model2.Identify K

11、ey Contingences3.Modify priorities of existing projectsIT ReadinessIT ReadinessIT Requirements have been addressed1.Assign IT lead with accountability2.Outline key IT milestones w/contingencies3.Assess staffing needs to supportChange ReadinessChange ReadinessOrganization is ready and receptive to ch

12、ange1.Define reward/recognition strategy2.Define why change is critical3.Outline WIIFM by personaCom m s.Com m s.ReadinessReadinessCommunication plans for project have been defined1.Outline communication channels2.Assign communication lead3.Define communication strategyTraining ReadinessTraining Rea

13、dinessTraining plans for this initiative have been defined1.Identify key training channels2.Map targe use case by persona3.Identify Method to Track ProgressBusiness Business ReviewsReviewsAcce le ra tin g Ad o p tio n with Cu sto m e r Su cce ss95%of Vendors deliver terrible QBRs.At best they bore t

14、heir customers.At worst they piss them off.Value of Business ReviewsValue of Business ReviewsPerformance EvaluationRisk MitigationStrategic PlanningMaximize ValueFeedback LoopRelationship BuildingOutline of suggested meeting cadences and attendees/functions neededGovernance Governance-Com m unicatio

15、nsCom m unicationsMeeting TypeMeeting TypeClient StakeholdersClient StakeholdersAxiUmAxiUm StakeholdersStakeholdersCadenceCadenceExecutive/Strategic Review Priorities New Product Updates Roadmap Updates Adoption Scorecard and Insights ReviewDean,School of DentistryClinical DeansCIOCFOCSMSr.Product M

16、anagerExecutive Sponsor6 12 monthsOperational Current Product Adoption Status Upgrade Planning Roadmap Review Enhancement Requests Product DemosClinical DeansSenior Systems AnalystDirector ITProgram ManagersClinical Billing ManagerCSMSales Executive(as required)Sr.Product Manager(when needed)Solutio

17、ns Consultant(when required)3 6 monthsTacticalSupport Assistance,Upgrade Assistancce and Professional Services as requiredProgram ManagersSystem AdminsAxiUm Support and Professional ServicesAs Required or ScheduledMajor InitiativesPrioritiesPrioritiesInitiativeInitiativeNotesNotesNurse Practitioner

18、ProgramaxiUm TrainingScheduling training for new staff members the week of 06/15axiUm PerformanceSending reports and anecdotal performance concerns to engineering team to analyze and provide feedbackInteroperability/CarequalityContinuing to implement target go live Patient Access/Patient EngagementS

19、chedule Demo with axiUm Sales Team Produ ct a n d Modu le Adopt ion Produ ct a n d Modu le Adopt ion Core Modu leCore Modu leModuleModuleStatusStatusCom m entsCom m entsSchedulerPatients&Patient CardTransactionsElectronic Health RecordFormsPerio ChartAttachments/ConsentsOverdue PatientsPatient CareP

20、atient Assignment=Using to full adoption=Using,but could improve usage=Purchased,but not adoptedOutcom es/Adoption KPI DashboardsOutcom es/Adoption KPI DashboardsKPI/InitiativeKPI/InitiativeStartingStartingCurrentCurrentGoalGoalObjective Objective SupportedSupportedValue CreatedValue CreatedImplemen

21、t Start CheckTime Saved+Efficiency150 200 minutes saved/dayStatus Bar InterventionsTime Saved+Efficiency50 60 mins saved/dayAccount Balance ChecksTime Saved+EfficiencyReducing Manual Work by 30%Treatment PlanningEfficiency+ClarityTime Reduction in Plan Creation 7 70 01030300 0600 030%?0 0TBD17%17%Pr

22、oduct Roadm apProduct Roadm apRecently releasedRecently releasedCarequality AutoCarequality Auto-reconciliationreconciliation:Enhance patient care and streamline operations.PatientAccessPatientAccess 2.0 2.0(Beta):(Beta):Intuitive and improved user experience that ensures your patients are at the fo

23、refront of care interaction.axiUmaxiUm 2024.2(June)2024.2(June)PatientAccessPatientAccess 2.0(GA):2.0(GA):Redesigned and mobile-friendly PA interface;eliminating dependency on emails.Open Platform Solution:Open Platform Solution:API endpoints to receive documents,patient payments,password changes,an

24、d appointment confirmations.NearNear-termtermOnline bill paym entsOnline bill paym ents:Expedite the patient payment collection cycle.Usability Im provem entsUsability Im provem ents:Improvements to key workflows.FutureFuturePatientAccessPatientAccess 2.02.0:Ambulatory Summary and Secure Messages.Si

25、m plify Patient IntakeSim plify Patient Intake:Sign Consents electronically&upload attachments.axiUmaxiUm Perform ance Perform ance AnalyticsAnalytics:Provide insights into performance improvement opportunities.Note all features and releases may be subject to changeaxiUmaxiUm Insights Insights Acce

26、le ra tin g Ad o p tio n with Cu sto m e r Su cce ssInsights aggregates data from participating customers and identify trends,report on those trends,and look for ways to help customers better use the solution.Sam ple InsightsSam ple Insights79%of active patients dont have a future recall on file61%o

27、f active patients dont have a treatment plan on file22%of active patients have an expired consentAverage wait time for first treatment=27 days27%of appointments get cancelled11%of appointments are failedQuestionsQuestionsAcce le ra tin g Ad o p tio n with Cu sto m e r Su cce ssaxiUmaxiUm InsightsIns

28、ights Your resultYour resultAverageAverageSuggestions for Im provem entSuggestions for Im provem entLim iting student access to their Lim iting student access to their assigned patientsassigned patientsY es,for 6%of user levels88%limit access for an avg of 16%of user levelsIncrease limiting access f

29、or students to their assigned patients and start masking patient ids and limit scheduler access to users own appointments for improved patient privacy.Additionally you might want to think about a password reset strategy for remaining 36%of the user levels.Lim iting user access by Patient Lim iting u

30、ser access by Patient TypeTypeY es,for 100%of active patients82%limit access for an avg of 47%of active patientsMasking Masking Patient/guarantor/subscriber IDs Patient/guarantor/subscriber IDs in Patient Cardin Patient CardNot using9%masking one or more IDsLim iting Scheduler Book display Lim iting

31、 Scheduler Book display to users own appointm entsto users own appointm entsNot using33%using for an avg of 15%of book usersPassword reset strategyPassword reset strategy64%reset 90+days85%force password resets for an avg of 64%of user levels 39%reset every 0-90 days 61%reset 90+daysPatient record auditing(basic vs Patient record auditing(basic vs advanced)advanced)Y es use advanced auditing82%using advanced auditingQuestionsQuestionsAcce le ra tin g Ad o p tio n with Cu sto m e r Su cce ss