July 8, 2020

As COVID-19 Changes the Healthcare Ecosystem, Protenus Helps Customers Adapt to Evolving Needs

When I came to Protenus four years ago, I was intrigued by the opportunity to contribute to transforming healthcare processes through advanced technology. I never imagined that Protenus might one day play a part in supporting our partner healthcare organizations during a global pandemic. Since March, our customer success and professional services teams have been inspired by the heroic actions our customers have taken to serve their patients and communities. For our part, that has meant doing what we do best: Responding to our customers' evolving needs first by listening with purpose, and then by acting on what we can do to help and offering solutions we can control. 

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January 31, 2019

Secrets to Success: How Protenus ranked No. 1 in patient privacy monitoring in 2019 Best in KLAS: Software and Services report

On January 31, 2019, it was announced that Protenus was named the 2019 Category Leader in Patient Privacy Monitoring by KLAS, a result of KLAS surveying our national customer base about their experience with the Protenus platform. Given the overwhelmingly positive customer feedback, Protenus achieved an overall score of 96.3.

KLAS Research is a healthcare IT data and insights company, which provides the industry with accurate and impartial research on the software and services used by healthcare organizations worldwide.

We would like to thank all of our customers who participated in the KLAS survey process. We could not have achieved this prestigious industry recognition without your partnership and feedback. We look forward to continuing to partner with our customers to better protect patient data and innovate the industry.  

We are so humbled and grateful for this recognition. One of our core values, integrity, is one that we operationalize every day. Our customers trust us to keep our promise to continue to innovate and improve healthcare. Protenus is the 2019 KLAS Category Leader in Patient Privacy Monitoring due to top scores achieved in every surveyed category, including:

  • Culture
  • Loyalty
  • Operations
  • Product
  • Relationship
  • Value

These scores reflect an effort from the entire Protenus team working together to provide our customers the best experience possible. Every team member plays an important role in achieving these KLAS scores. We approach customer success as a top-down, company-wide effort.

Customers are our top priority

At Protenus, nothing is as important as the partnerships we have with the healthcare organizations we work with. They are the true experts and constantly push us to think about what is next for healthcare - how to better protect patient data with advanced technology, and how to push industry standards forward. They work incredibly hard at what they do, often with limited resources. That is one reason why it is important that our customers are happy with their experience with the Protenus platform and the relationships they have with our team. We want our customers to feel delight from their very first encounter with the Protenus sales team and continue that experience through implementation and each time they use the platform.

Once the platform has been implemented by our dedicated team, we provide our customers with top quality support via multiple channels to ensure their business needs are met and they are getting the most value from the platform. We work closely with customers to optimize their privacy office workflows and provide actionable insight in the form of quarterly privacy statements and annual Privacy Health Checkups (PHCs) that help leadership see how risk is being reduced and how their metrics compare to benchmark data.

In addition to industry-leading implementation and customer support, we also have a close-knit Privacy and Analytics user group (PANDAS) with some of the best privacy professionals in the country as members. At PANDAS events, members come together to discuss data-driven approaches to privacy monitoring, offer feedback to improve the Protenus platform, and share best practices in privacy and compliance to improve the overall standards in protecting patient privacy.

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October 1, 2018

The "home" of Customer Success: Sales or Product?

In my role as Director of Customer Success at Protenus, I am often asked by new colleagues, customers, friends, and family: “What is Customer Success?” When I explain what I do, it sounds something like this: I make sure we’re retaining as many customers as possible through the value they receive from using our products. I can always see wheels turning as the person tries to relate my explanation to something familiar. They often ask, “Is that like customer support? Or is it making sure they keep buying from you?” The answer is yes and yes!

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