Differentiating Through Customer Support

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Hi, I’m Brian.

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I’m here with Kim MacTavish, Senior Vice President

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of Customer Services.

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Kim, it’s great to have you here.

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Thank you so much for joining us.

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Thank you for having me, Brian.

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So how is support at MEDHOST a differentiator

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for the organization?

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I would say, because we provide an experience for the customer.

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While it’s important for us to measure the customer

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satisfaction through a transaction,

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ultimately if we want to maintain customers,

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that experience that we provide to the customer

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provides a huge value to MEDHOST.

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There’s a lot of transparency that we have with our customer

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support that’s not typical in the industry.

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That is correct.

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It is not typical.

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It’s not standard for other competitors

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to provide the level of communication

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we do to our customers related to key performance indicators,

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as well as some of the health metrics that we do monitor.

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And while we believe whether we succeed or we’re not

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doing so great, that information is

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important to share out with our customers,

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and ensure that they understand the level of experience they

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are receiving.

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And it also holds us to a high level of accountability

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as well.

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Now you mentioned that we have a 96% customer satisfaction,

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and 82% first day resolve.

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What do you attribute to that success?

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Ownership is key to how we operate.

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And the fact that people not only own themselves, but own

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the customers, they are focused on putting their best

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foot forward.

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Which in turn, has them put every effort forward

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to create that level of experience.

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I will say that all of our resources,

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no matter what level they function in

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within customer support, are all held

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accountable to the same metrics.

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And on an individual basis, on a team basis, as well as

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the entire leadership team, including myself,

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are accountable to ensuring those metrics on that.

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So why are the services that your team provides

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so valuable to our customers?

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I believe that addressing customer issues in real time

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as quick as we can, as promptly as we

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can, with a holistic experience, really allows

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our customers to get back to what they do best.

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Which is caring for their patients,

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and for their communities, and managing their business

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operations well.

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Kim, thank you so much for being here.

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It’s been wonderful getting to sit and talk to you.

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Thank you so much Brian.

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I appreciate it.

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If you want to find out more about customer support,

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visit our website at MEDHOST.com.

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