We’re investing in tools, skills and processes to improve customer experience across HealthEdge®. Your feedback enables us to continuously improve the HealthEdge solutions you count on. We greatly appreciate your input in our quarter 2 customer satisfaction survey, with responses from Information Technology (IT) staff members, super users and other individual contributors driving meaningful developments. Here’s a look at what your feedback helped to accomplish:
HealthRules® Payer customer survey responses reflect improvements in five areas: product quality, consulting services, support responsiveness, ease of working with the HealthRules team and employee understanding of customer priorities.
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HealthRules Payer quality, performance and issue turnaround time improved in several areas, including capitation and claims.
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We increased thresholds for code quality testing and conducted a root cause analysis study that informed process improvements.
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Process and organization improvements led to a 21% reduction in issue resolution time.
GuidingCare® customers sent a clear message on the importance of usability, relevant functionality and issue resolution time. The GuidingCare team responded with efforts to improve customer experience with our product and team members:
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An expanding number of customers (nearly 60%) receive fast and easy upgrades, new features, and better performance through our monthly releases.
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We studied 2,000 support tickets to identify common themes across customers, resulting in high-impact product, process and integration improvements.
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GuidingCare is on pace to reduce critical and high-severity issues by 75%.
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New, feature demonstration videos and online training help you get the most from your care management solution.
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Source customer survey scores show high satisfaction. To keep satisfaction high, the Source team worked to optimize product performance, value and communication.
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Improvements in quality and performance reduced open ticket duration by 24% in the first half of 2023.
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Faster issue resolution and higher capacity to develop customer-prioritized enhancements led to a 58% increase in satisfied customers.
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New tools to analyze user experience increased workflow efficiencies.
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We made Source subject matter experts readily available to our customers.
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Your feedback matters.
HealthEdge’s quarter 3 customer satisfaction survey, open now through Wednesday, Aug. 30, aims to leverage insight from our customers who lead teams. If you lead a team, please complete the survey to help us drive the development of our products and services. You can access the survey through an Aug. 8 email from HealthEdge.
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