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.