Empowering Customers to Provide Better Health

NextGen Healthcare provides computer-based practice management and electronic health record (EHR) solutions as well as revenue cycle management applications and connectivity services for hospitals, health systems, and other healthcare organizations throughout the United States.

MAKING CUSTOMER CARE A TOP PRIORITY

In order for NextGen to better manage U.S. support teams and effectively scale support operations as the company pursues global expansion, the company needed a solid technology foundation to build upon in order to increase agent productivity and boost customer satisfaction.

First on the agenda was re-engineering legacy support processes and replacing Service Desk Express, a decade-old on-premises call center application, with Salesforce Service Cloud to excel as a high-performing service team. However, the company lacked the single customer profile it needed to deliver a customer-centric support solution, along with the ability to quickly arm agents with the right information at the right time. 

Proudly Supporting NextGen Nation™

In close collaboration with our team of Fullforce Service Cloud Masters, NextGen was empowered to deliver a truly “NextGen” service experience with Salesforce.

By centralizing public knowledge bases and adding self-service support functionality to its arsenal, NextGen can stay one step ahead of its competition, and has realized the following business outcomes: Proudly supporting NextGen Nation™

  • A decline in capital and operational expenditures by reducing the number of business systems managed
  • Increased case deflection by 14% within the first two weeks of go-live
  • Elevated customer satisfaction ratings after boosting agent productivity and reducing first-call resolution times
  • Migrated 11,000 existing knowledge articles over to Salesforce for use in the NextGen Success Community powered by Community Cloud
  • Utilization of the “Add Me” self-service functionality has eliminated more than 3,000 separate support cases submitted by customers allowing agents to be more productive
  • More effective management from support leadership and accountability through reports and dashboards

We had over 4000 customers log in to the success community the first week after launch, and have had very positive feedback from both our customers and employees.

In my entire career, I have never worked with a third party that truly became one team as Perficient did. We look forward to working with Perficient in the future as we continue to roll out Service Cloud. Merle Wallner - VP Client Support

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