HST Pathways Case Study
“Now that we have our core product data in Gainsight, we want to start using this data to better understand our customers and assist in meetings to help manage and grow these accounts,” states Director of Client Success with HST Pathways, Lauren Geiger.
HST Pathways, a top-ranked, cloud-based Ambulatory Surgery Center software company,
provides the most trusted, enterprise software management solution to help organizations
achieve efficiencies with surgical scheduling, medical coding, insurance and patient billing, and
accounts receivable collections.
nCloud Integrators assisted HST Pathways with its Gainsight Essentials Plus implementation.
“nCloud Integrators implementation process was very structured and clean,” states Director of Client Success with HST Pathways, Lauren Geiger. “Expectations were set up front and all of our meetings were scheduled at the start of the engagement. This helped us know what to expect and prepare for each week.”
HST Pathways wanted to gain a company-wide, 360 view of its customers that showed overall
health as well as product use. “It was essential for us to have this visibility but we also needed
a way to streamline some of our processes because each of our CSMs manage around 400
accounts,” states Lauren.
nCloud Integrators assisted HST Pathways in automating its customer journey, enabling CSMs
to proactively manage their customers.
“We established CTAs and Playbooks to replace some of the repetitive steps and standardized the processes across the board,” states Lauren. “This has already saved us a significant amount of manual effort and time every day.”
In addition, HST Pathways now benefits from having all customer information in a single, visible
location. Previously CSMs were logging information into Salesforce, as well as using various
systems to manage and track customer information such as through Excel or through their own
personal emails. New dashboards and reports also helped the company better understand its
book of business and build staffing models to more efficiently and effectively serve customers.
NEW AUTOMATED PROCESSES
“The customer Health Scorecard was the biggest thing we wanted to reconfigure. We had a manual, pseudo-health score that we built in Salesforce. Now we use CSM sentiment and automatically roll up the NPS score into our health scores, and we are working to incorporate product data usage, which will be a significant improvement,” continues Lauren.
nCloud Integrators also assisted HST Pathways by improving its Net Promoter Score (NPS)
survey process. HST Pathways was using a third-party vendor for its NPS survey. Using
Gainsight has allowed the company to bring this process in-house, as well as implement
automated CTAs based on the overall score being a promoter, passive or detractor.
For corporate customers, HST Pathways is using Gainsight’s Success Plans to capture, track
activity and share progress on customers' key goals and long-term initiatives. With this
information, the team is able to track the tasks associated with each customer’s Success Plan to
help expand product use and grow each account.
The company is looking at implementing Adoption Explorer, which will help manage and track
product usage. “Now that we have our core product data in Gainsight, we want to start using
this data to better understand our customers and assist in meetings to help manage and grow
these accounts,” states Lauren. ”We will be able to go into customer meetings knowing product
usage, billing data, and collections from patients, and we will be able to start looking at product
usage over time.”
ADVICE FOR OTHERS
“My advice to others implementing Gainsight would be to have your team involved throughout
the implementation process. This helped significantly because everyone understood the “why”
behind how things were built, and with everyone’s input we were really able to build a tool that
fits within and improves our current workflows” states Lauren.