Service
It’s the Main Thing. It’s about forging long-standing relationships with our customers, providers who are looking for a partner that can develop technologies in ways that are both user-friendly and powerful enough to adapt to the increasing complexity they face in delivering patient care.
We have a saying at Greenway: “Service is the Main Thing”.
- Service is all about the way we introduce our solutions to ambulatory care providers.
- It’s how we listen to those customers to identify future innovation.
- It’s how we deliver innovative solutions in a way that providers are adopting new features on our constantly evolving PrimeSUITE platform.
- Our approach to Service leads our ongoing Innovation efforts. Our approach to Service and Innovation is how we achieve growth.
So when we say “Service is the Main Thing”, it’s more than a slogan. It’s a way of life at Greenway, part of the culture of the organization that places the customer experience first.
“Service is the Main Thing” is the call to arms for our training, implementation and customer service teams to deliver the Greenway Experience to ambulatory care providers, and the patients they serve, in a way that converts a customer transaction into a long-lived partnership.
During fiscal 2012, we saw considerable success from our efforts to deliver the Greenway Experience closer to the time customers decide to go forward with PrimeSUITE. Through our Greenway Contract Resources program, we expanded our resources for training and implementation. The result: by the fourth quarter, more than 85 percent of new PrimeSUITE customers were scheduled to “go live” within 60 days of the completion of their contract. This accelerated “go live” date has the impact of helping our customers to achieve anticipated efficiencies sooner, and it accelerates the conversion of our contract backlog into revenue.
The Greenway Experience is also about listening, soliciting feedback for how we can make our solutions more effective for providers. Through our ongoing “What Is Your Experience” listening tours, our senior leadership is engaged in dialogue with our customers. The product of these tours is specific, action-able items that lead to enhanced effectiveness of PrimeSUITE as a solution for all provider groups.
Greenway Checkup is a relatively new program that is directed at providers who have used PrimeSUITE for more than five years. Our consultants review workflow, and make suggestions for how to incorporate new PrimeSUITE functionality into their day-to-day activities, such as improved clinical documentation, which leads to better patient care, and helping them to achieve administrative efficiencies.
These are just a few of the programs we offer to advance our Service culture at Greenway, a differentiator that is driven by our dedicated professionals.
At Greenway, Service is about building a bridge to our customers, aligning ourselves as a partner that provides relief from the increasing pressures from third-party commercial and government payors, increased regulatory and compliance requirements, and provides them with powerful tools to help them improve population health.
One measure of the value of our customer relationships is the recognition they’ve bestowed on our approach to Service. Since 2004 we’ve earned 13 “Best in KLAS” awards, the benchmark for usability, innovation and customer satisfaction of healthcare information technology solutions.
We take great pride in customer retention rates that exceed 95 percent, testament to how we establish value for our customers through Service. We’re equally proud of our industry-leading adoption rates, which are achieved as much by effective training and ongoing education as by our flexible solutions that are designed to accommodate provider work flow.
