Towards the end of 2012, I began taking a hard look at Credible's Partner Services, and quickly came to the conclusion that Credible had strayed from our commitment to Partners and excellent customer service.
One of the benefits of Credible's financial stability, a direct result of our recurring revenue model, is the ability to step back and make significant changes when they are needed. To make a long story short, I have been looking at various options and have come to the challenging, but necessary conclusion that our Partner Services group needs to be overhauled. Don't get me wrong; we have many talented, committed team members in Partner Services. Many of you are quite complimentary of your Partner Service Coordinator and we appreciate the feedback. However, other Partners are frustrated and disappointed by poor communication, lengthy delays for Task responses, and excuses instead of answers.
These are the challenges Credible will solve:
- Task tickets sitting in the queue too long without answers and required, substantive follow up.
- The lack of clear, direct feedback on when or if a request will make it into the software.
- Inconsistent correspondence and unstructured follow up.
- A tremendous imbalance in training and software knowledge amongst the Partner Services Team.
These challenges will be solved beginning today. I, in conjunction with members of the Credible staff, have come up with the following solutions. These initiatives will be implemented over the next 90 days.
- Begin an intensive training program for existing and new Partner Service Coordinators. Detailed testing followed by customized training will leverage strengths and further develop areas of expertise that need attention.
- Recruit at least five new Partner Service Coordinators with demonstrated experience in the customer service field.
- Reallocate resources to best address Partner concerns through the development of teams and specialists so that Partners and Partner Service Coordinators can call upon the right people, at the right time, for the right answer.
- Keep the primary Partner Service Coordinator for Partners currently being managed by our remaining Partner Service Coordinators, while leveraging the Team model for Partners who would like a change or whose Partner Service Coordinator no longer works for Credible.
- Redesign the Task Ticket submission workflow to minimize steps while getting updates to Partners in a timely manner.
- Begin a clear feedback loop for all feature requests that includes a quarterly meeting to review requests followed by a clear communication of accepted features, denied features, and timelines.
- An online bulletin board of known technical issues and newly identified concerns so Partners can transparently view Credible's priorities before investing a great deal of time.
Implementing these changes will take time. Some process changes have already begun, others are being refined, and others will take a little time. We are projecting that the recruiting and training of additional Partner Service Coordinators will take 30-60 days. During that time frame, we have formed special teams to assist Partners. These teams are made up of specialists with specific knowledge of various modules and features, including the Revenue Code Matrix, Billing, eRx, CPT Code requirements, Meaningful Use, Mobile, and other critical items. The structural and procedural changes have already started and will be refined over the next 60 days.
Credible values your business and our Partnership. We are committed to renewing a more "Partner Centric" approach. These changes are necessary, and you have my word they will be implemented successfully.
Any and all feedback is welcome. Please feel free to email or call with any questions, comments, concerns, or feedback.
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