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Delivering Customer Success in a Time of Crisis, Part 1
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Delivering Customer Success in a Time of Crisis, Part 1
Guide for Vendor Success during COVID-19

Authored by: Emily Paxman April 24, 2020 | Read Time: 2  minutes

To support the healthcare community in this time of crisis, KLAS recently published a solutions guide highlighting various technologies and services healthcare organizations can use in the fight against COVID-19. Approximately 200 HIT companies and services firms are represented in the guide. While vendors have taken a positive step in making these solutions available, an organization’s success with any given offering will be determined in no small part by the vendor’s ability to deliver. KLAS feels our broad perspective on customer experience can help both healthcare organizations and vendors be successful in tackling COVID-19.

To that end, this white paper examines three areas in which vendor delivery, if not done correctly, can potentially damage customer relationships and prevent customers from achieving long-term success. These red flags are based on customer feedback about how vendors are responding to the current crisis and on general best practices KLAS has identified in over 20 years of customer experience research.

Our hope is that highlighting potential pitfalls and best practices will help vendors, who have already moved mountains to help the industry, continue their work of helping healthcare organizations achieve short-term and long-term success.

Note: All current KLAS members will receive a deeper dive into these insights during their yearly executive session.

How Have Vendors Responded So Far?

A number of healthcare professionals have been gracious enough to share with KLAS their COVID-19 experience, including the struggles their organizations face and how their HIT vendors have responded. For the most part, vendors have been flexible and understanding, and customers are appreciative.

customer commentary

"We enjoy the CEO. He just sent out an email to his customers articulating that the organization is there to help in any way they can at this time. The product might allow us to do something quickly to deal with the coronavirus. That was really nice of the CEO to reach out and say that his team is ready for whatever needs to be done."

—Director of finance

customer commentary

The vendor has been hot on the coronavirus for a month now and has been very proactive about making sure that I am notified about what is available and when it is available. I would definitely recommend the vendor. The vendor’s ability to have a representative at my disposal and the vendor’s reporting are big things for us."

—Director of finance

Still, respondents identify three areas in which they feel vendors have the potential to miss the mark:

potential to miss the mark

To learn more, download the full whitepaper.

How Have Vendors Responded So Far?

A number of healthcare professionals have been gracious enough to share with KLAS their COVID-19 experience, including the struggles their organizations face and how their HIT vendors have responded. For the most part, vendors have been flexible and understanding, and customers are appreciative.

customer commentary

"We enjoy the CEO. He just sent out an email to his customers articulating that the organization is there to help in any way they can at this time. The product might allow us to do something quickly to deal with the coronavirus. That was really nice of the CEO to reach out and say that his team is ready for whatever needs to be done."

—Director of finance

customer commentary

The vendor has been hot on the coronavirus for a month now and has been very proactive about making sure that I am notified about what is available and when it is available. I would definitely recommend the vendor. The vendor’s ability to have a representative at my disposal and the vendor’s reporting are big things for us."

—Director of finance

Still, respondents identify three areas in which they feel vendors have the potential to miss the mark:

potential to miss the mark

To learn more, download the full whitepaper.

 Download Whitepaper

This material is copyrighted. Any organization gaining unauthorized access to this report will be liable to compensate KLAS for the full retail price. Please see the KLAS DATA USE POLICY for information regarding use of this report. © 2020 KLAS Research, LLC. All Rights Reserved. NOTE: Performance scores may change significantly when including newly interviewed provider organizations, especially when added to a smaller sample size like in emerging markets with a small number of live clients. The findings presented are not meant to be conclusive data for an entire client base.