ModMed, Boca Raton, Florida, United States: ModMed®'s Exceptional Customer Service Team

An essay of up to 650 words

Total 650 words used.

ModMed® is a leading health IT company whose mission is to transform healthcare by placing doctors and patients at the center of care through an intelligent, specialty-specific cloud platform. With our electronic health records (EHR) and practice management (PM) systems, and our revenue cycle management (RCM) services, our all-in-one solution empowers specialty medical practices to do their best work by providing them clinical, financial and operational software solutions designed to enable better patient care. 

ModMed recognizes that customer success doesn’t stop at developing an outstanding product—customer support representatives must have industry-specific knowledge and experience to fully understand customer pain points and continue providing exceptional service. Our customer service team is divided functionally by the customer's journey and each phase is individualized and includes frequent touchpoints. To best support a diverse client base, we have built out intelligent inquiry routing and specialty-specific teams to expedite the resolution of reported issues and questions. Our approach to customer acquisition, retention, and support includes the following:

• Role-based training for team members -- our sales and customer support team includes an entire team of many different levels, including trainers, business consultants, technical consultants, and technical support specialists. 

• Ongoing care and nurturing, even after go-live -- each customer is assigned a Customer Success Manager who listens and addresses any and all specific concerns. Representatives have experience in the client’s industry, for example, customer support representatives for ModMed Orthopedics have experience in the orthopedic industry

• Customer Support Manager (CSM) assistance for post go-live stabilization, using an outcomes-based and value-based approach, with CSM progress checks to ensure successful the customer’s adoption of ModMed features and functions.

In 2022, we implemented several new programs to increase customer satisfaction and retention, including:

• CloudCoach – A professional services automation application that helps us quickly and cost effectively implement new customers on ModMed.

• ChurnZero – A customer success platform application that helps our customer success managers guide customers on a long term path of success in using ModMed solutions.  By analyzing customer usage and behavior data, we can proactively identify customers who need more help. 

• Chat based support - In addition to phone and web based support, we have launched chat based support for some of our products.  We are continuously looking at better ways to service our customers when they need support.

• AskNicely – Helps businesses drive customer happiness by collecting feedback directly after an experience and enables ModMed to take action immediately.  ModMed follows a survey closed loop process whereby we follow up on all customer comments to make sure they are understood, heard and actioned.

• Docebo - An LMS (Learning Management Systems) to deliver self-service training and support options to customers. Built customer segmentation-based engagement models for account management.

Finally, we have multiple points of customer engagement and feedback externally include:

• Customer Advisory Boards - Provide guidance on customer service initiatives.

• ModMed Communities - A component of Salesforce, Communities includes: an online forum, knowledge base, customer idea board for product enhancements, and case management.

• ModMed University: A learning management system utilized both internally by ModMed employees and externally by clients promotes self-driven training.

• Knowledge-Centered Service: This methodology helps drive current/future initiatives and focuses on the people and processes. Capturing and sharing knowledge through Salesforce results in support case deflection and reduces time to proficiency by expanding the knowledge base and evolving the right content.

• Digital Training: In addition to live, onsite training, we provide self-paced elearning for those customers who prefer this approach.  Digital training is easier for customers to schedule and take training when it best fits their schedule.. 

• Customer Satisfaction Surveys: Routinely deployed, customer surveys play an integral role in how our customer service team is organized and run.

To ensure feedback from customers is communicated across all levels of the organization, our Voice of the Customer (VoC) program compiles and shares out all customer feedback and learnings to the leadership team and internal stakeholders every month.

Total 117 words used.

• As a result of our laser focus on customer service, our organization has recently achieved a customer satisfaction score of 87.0% and a customer net revenue retention rate of 110% in 2023.

• We have deployed a robust internal communication process to provide our frontline customer service with up-to-date information so it can manage feedback in real time and maintain a consistent cadence of communication flows across all levels of the organization. 

• Our customer service team is divided functionally by the customer's journey, and each phase is individualized and includes frequent touchpoints. To support a diverse client base, we have built out intelligent inquiry routing and specialty-specific teams to expedite the resolution of reported issues and questions.