Empowering Success Through Customer Support with Athenahealth

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Empowering Success Through Customer Support with Athenahealth

Supporting Customer Success

Athenahealth prioritizes customer success with dedicated support that aims to empower users from day one. Clients receive training and resources, including in-person training and live support starting at onboarding and continuing throughout their journey with Athenahealth. Each client is assigned a Customer Success Manager (CSM) who is knowledgeable about the specific needs of the client's specialty and how Athenahealth's solutions can best serve them.

Comprehensive Onboarding Process

The onboarding process at Athenahealth is designed to prepare clients for their journey with the platform. This process includes assessing the practice's needs, personalizing the configuration and workflows of the solutions, training providers, administrators, and staff, and optimizing workflows to help staff develop expertise in using the solutions. There are also opportunities for ongoing skill development, including unlimited 1:1 coaching sessions, virtual training sessions, and eLearning videos.

24/7 Support and Performance Tracking

Athenahealth offers 24/7 live customer support through various channels, ensuring that help is available whenever needed. The platform boasts quick response times, with callers spending less than two minutes waiting to speak with a live support person. A significant percentage of issues are resolved within one business day, leading to high customer satisfaction ratings. Clients can track their practice's performance through insights dashboards, helping them drive revenue and achieve short and long-term goals.

Driving Customer Success

Athenahealth works closely with clients to monitor their performance, set benchmarks, and identify opportunities for improvement. By leveraging data from the network, clients can drive tomorrow's success with the help of their Customer Success Manager. The platform values customer feedback, with over 41% of enhancements in 2022 coming from customer suggestions. Additionally, Athenahealth offers various customer-led user groups and a Success Community for clients to connect with and learn from peers.

Customer Success Stories and Insights

Athenahealth showcases customer success stories that highlight how their support teams drive customer success. These stories provide deep dives into specific customer resources, demonstrating how Athenahealth's solutions have helped practices like Garza Medical Group, Headland Family Medicine, and Cahaba Medical Care to effectively communicate with patients, empower patients, and navigate challenges successfully.

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