The Value of StandoutCustomerSupport

C U S T O M E R E X P E R I E N C E 2

You learn a lot about a company when you interact with their customer support

Think about the last time you had to call customer

support. Was it a positive experience, or are you already

dreading the next time you have to call? How did it affect

your impression of the service or company?

When dealing with customer support, you quickly learn

how well a company lives up to their claims of being on

your side and their ability to deliver on the promises they

made when trying to land your business.

No matter how good a product is, people will cut ties

with an organization that leaves them feeling frustrated,

undervalued, or misled. (Have you ever stopped frequenting

restaurants with great food but poor service, or sacrificed

a lower monthly bill to opt for a provider that doesn’t make

you want to rip your hair out whenever you have a question

about your account?)

In the healthcare IT industry, complicated ticketing systems

(which often feel like the norm), leave customers wondering

if they will ever get a callback or reach a resolution. Dead-

end support scenarios from vendors force customers to use

their own time and resources to come up with a solution or

work-around. This is particularly damaging when the issue

that needs solving pertains to a time-sensitive, or potentially

life-threatening, matter.

C U S T O M E R E X P E R I E N C E 3

As a Corepoint customer, you can always expect the following when you contact support:

The golden rule

We treat our customers the way we want to be treated.

Personal responsibility

When someone on the support team picks up a phone call

or opens an email, they are accountable for resolving that

customer’s question or issue. They are the point of contact

from start to finish and will not close a ticket unless given the

green light from the customer.

Do the right thing for long-term success

If there is a problem, we focus on addressing the issue for

long-term success, not just immediate remediation.

Go the extra mile

When the root of a problem occurs outside of Corepoint

Integration Engine, our support team does everything in their

power to identify and diagnose the surrounding issue. Those

details are passed onto the customer to better prepare them

to address the issue with the responsible party.

We empower you

We don’t just “fix” the issue and send you on your way. We

explain the solution so you feel empowered to tackle it in

the future should it arise again.

C U S T O M E R E X P E R I E N C E 4

“Prospects almost always ask what makes our product different and why they should consider buying it. While there are hundreds of features, nuances, and reasons to buy within the product itself, the strongest reason they should become a Corepoint customer is that we truly care about their success. We’ve been customer-focused for 22 years, and the company culture is fixated on doing what is right for our customers.” DAVE SHAVER | Corepoint Health Founder, CTO, and HL7 Board of Directors member

An unmatched experience

Do the right thing for our customer. That’s the philosophy

Corepoint Health was built on. A customer’s experience

is what sets Corepoint Health apart from other integration

engine vendors. Not only is Corepoint Integration Engine

proven to be robust and reliable, but our organization

has a mission to offer customers a support experience

unmatched by others in the market.

C U S T O M E R E X P E R I E N C E 5

Corepoint’s customer support

This philosophy, do the right thing for our customer, is

woven into Corepoint Health’s DNA. It runs through the

leadership team, departments, each employee, and it

plays a vital role in our hiring decisions.

Delivering an exceptional customer experience to those

who have entrusted us with their most critical data and

interoperability needs is a company-wide priority, and

one we collectively embrace.

“We hire those who want to do this, who want to help customers with a high level of integrity. I can teach you everything else, but integrity is something I can’t change.” SONAL PATEL | VP of Client Services

C U S T O M E R E X P E R I E N C E 6

We value your time

Tired of trying to bypass automated phone menus and

different gatekeepers who stand between you and someone

qualified to help?

Our support hotline is answered directly by trained

support members who are able to jump in and address

your need, saving you time, energy, and frustration.

“Support for Corepoint Integration Engine has been excellent. When we call, somebody answers and stays with us until the issue is resolved.”DIRECTOR | March 2019*

In 2018, 93% of

customer calls

were answered

within 5 seconds.

KNOW

C U S T O M E R E X P E R I E N C E 7

We listen

It may sound simple, but it oftentimes feels rare: customer

support that truly listens.

In the challenging ecosystem of healthcare IT, it’s

uncommon for a one-size-fits-all solution to exist. So we

listen carefully to identify your needs, address your

concerns, and understand any unique circumstances for

you or your organization.

We then take our listening a step further. We use the

information we gather from our customers’ experiences

to influence the evolution of Corepoint Integration Engine

as it grows to meet the changing needs of our clients

and the industry.

“Their customer service, product reliability, and responsiveness are great. They go above and beyond in every way possible. Corepoint Health treats everything from questions to major updates with a personal touch. They are seriously vested in our success as an organization.”ANALYST | May 2018*

“Rather than focusing on messaging standards, features, or specific functions, we make it essential to listen to our customers and respond with the resources they need.”JOE MERRITT | Corepoint Health’s VP of Development

We are proactive

At Corepoint Health, we have our customers’ backs

and do all we can to ensure their success.

When a hurricane was bearing down on some of our

customers, members of our support team preemptively

reached out and offered to bring their Corepoint Integration

Engine repositories in-house in the event they would

need to be restored.

When an enhancement is added to a new release, we

notify the customer who made the original request.

We proactively follow up with the customer when

something is required on the customer side of a support

ticket so the issue stays top-of-mind.

“The vendor provides amazing service; we haven’t ever had the slightest trouble with them. The vendor is very proactive, flexible, prompt, and knowledgeable. We just love them.”VP/OTHER EXECUTIVE | February 2019*

C U S T O M E R E X P E R I E N C E 8

C U S T O M E R E X P E R I E N C E 9

We leverage our experience

Long-tenured employees mean a robust knowledge base

and experience level can be shared throughout the

organization for others to draw upon. This benefits our

customers who have unique goals that others might

deem impossible.

“Everybody here has a true desire for the customer to succeed. As a result, we’ve adopted a philosophy where we never say ‘this just isn’t possible’ to a customer. Instead, we challenge ourselves to go above and beyond to find a solution that will fit the customer’s need, even if it’s not the idea or functionality they originally had in mind.”COREPOINT CLIENT SUPPORT ANALYST

“The support people are top notch about walking through different scenarios and helping us figure out the best way to do what we are trying to do. Corepoint Health is definitely customer-centric. They put their customers first and do what they can to create an excellent customer experience.”ANALYST | July 2018*

C U S T O M E R E X P E R I E N C E 10

We build trust

We work tirelessly for our customers, and in turn, they

recognize the value they get from reaching out.

We also have a lot of crossover and collaboration within

our organization to ensure the support members that

our customers interact with have a voice, and ability to

influence, other departments on behalf of the customer.

“I’m a member of both the support and training teams. The information we gather in support informs us about the types of problems our customers are trying to solve and the workflows they most frequently use. The training team can then incorporate that knowledge and ensure those interfaces and concepts are covered in classes.

If a customer experiences a defect, our support, development, and QA teams will work closely together to ensure our customers are taken care of. Maintaining these relationships with our customers is extremely important, and it’s really special to witness how well we work together internally toward a common goal.” COREPOINT CLIENT SUPPORT ENGINEER

77% of our

customers called

into support at

least once in 2018

KNOW

C U S T O M E R E X P E R I E N C E 11

“Whenever I go and visit customers, the first thing they say is, ‘Let me tell you, your support is awesome.’ I don’t think I ever get tired of hearing that.”SONAL PATEL | VP of Client Services at Corepoint Health

Our commitment

Delivering an unmatched support experience, and

delighting our customers, is the hallmark of Corepoint

Health. And with that comes setting and exceeding the

high expectations of our customers.

This focus and dedication to customers helped Corepoint

Health earn the KLAS® Integration Engine Category

Leader for 10 consecutive years. But we can’t take all the

credit—we have the privilege of working with some of the

best healthcare organizations out there.

No matter how the healthcare industry inevitably

changes, or how Corepoint Integration Engine evolves,

the way in which customers experience our organization

and product will be a priority above all else. And as a

result, everyone succeeds.

© Corepoint Health, LLC. 4/2019. All rights reserved. Corepoint Health is not responsible for errors in typography or photography.

Reproduction in any manner whatsoever without the express written permission of Corepoint Health, LLC is strictly forbidden.

*Collected about Corepoint Integration Engine by KLAS in May 2018, July 2018, February 2019, and March 2019 © KLAS Enterprises,

LLC. All rights reserved. www.KLASresearch.com

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