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From Rick's Desk: symplr's Commitment to Customer Success Blog Feature

By: Rick Pleczko on September 27th, 2019

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From Rick's Desk: symplr's Commitment to Customer Success

Healthcare Provider Credentialing | symplr | Cactus

Dear customers,

The latest KLAS provider credentialing report was released this week. Sadly, the report tells us that we’re missing the mark for some of you.  Specifically, KLAS sampled 29 of our over 2,000 customers and when asked whether symplr was meeting expectations:

  • 2 said we were exceeding expectations 😊
  • 16 said we were meeting expectations 😐
  • 7 said we were missing expectations 🙁
  • 4 didn’t answer the question

One could argue that the sampling was too small and be dismissive because of that. But that’s not the way we think about things. Our goal is to exceed expectations for each and every one of you. We may not always make it, but we’ll either die trying, or tell you honestly that we’re not the right partner for you.

So, Rick, you ask… that’s great, but what are you going to do about it!

First, I’d like to offer a genuine ‘thank you’ to all of you who participated in the survey. We take your feedback seriously. We like and need to be told when we’re missing the mark.  

Second, because open and transparent feedback is one of our core operating principles, I’d like to share the feedback we received from the report and what we’ve done to address it.

1. Value. We heard concerns regarding our modular product approach, and a sentiment that the value in our platform can’t be fully realized without purchasing modules at additional cost.

We have a very broad provider management platform covering:

  • Application Management
  • Credentialing
  • Privileging
  • License/Expirables monitoring
  • Committee workflow management
  • Peer Review
  • … and more

Not every customer wants everything, so we took the Burger King “have it your way” approach: you could select and buy the modules relevant to you and only pay for what you really need and use. We tend to dislike shelfware.

But, we hear you and we get it. We’re going to review our product formulation and curate bundled offerings that meet the most common usecases. We’ll also do a better job of understanding your requirements up front and advising you accordingly.  And, we’ll do a better job of encouraging you to take advantage of our free ‘best practice’ reviews to ensure that our software and services are adding significant value to your organization.

2. Service. Some of you who were unhappy attributed it to challenges with our implementation and support services.

Over the last two years we’ve been on a journey to scale from a point product vendor to an enterprise-scale solutions provider. That journey has not been without its challenges, and I’m (painfully) aware that some of you may have felt the effects of those challenges. Our challenges are now largely behind us and we’re well-positioned to serve you. I say this because we have completely re-tooled and re-skilled our implementation services and support teams. They now serve as not only as a center of excellence for product implementation, but as your subject matter experts providing guidance on industry best practices to add significant value to your operation.

I’m also happy announce that we have a new team at symplr that is entirely devoted to customer success. They’ll be working with you, as your trusted partner, to ensure that you’re getting the best out of our products and services.

3. Functionality. You also directed our attention to areas of improvement around automation, workflow, and functionality.

We’re making significant investments in R&D (over 400 staff on our development team) to enhance our existing solutions, and to deliver our Next Generation Platforms. In fact, we’ll be previewing that work with some of you in the coming weeks and months. We’re also in the process of launching a formal ‘voice of customer’ program to ensure that we’re capturing your feedback and letting you know what we’re doing with it.

Again, I’d like to thank those of you who participated in the KLAS survey.  You have my personal commitment that, going forward, you will be effectively supported and that we will fulfill our role as a trusted partner with candor, timely delivery, and your success at the forefront of our endeavors. 

Feel free to contact me anytime – askrick@symplr.com

Warm Regards,

Rick Pleczko

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