At Velsera, as for most people reading this article, we are driven by a mission to help people by improving their health outcomes. From clinicians working with patients on the front line to researchers investigating new treatments, to bioinformaticians and data scientists tackling complex problems across multi-omics data, we all feel strongly that precision medicine is key to solving some of the most important health challenges of our age.
In 2024, at Velsera we focused on a different kind of health challenge: “Customer Health” – a way of thinking about customers that helps us improve the outcomes of their implementation and operational challenges when using Velsera products and services. Customer Health is all about making our customers successful, and we believe in it so strongly, that in 2024, we invested in a whole new team to focus solely on it.
At Velsera, we like to think about improving Customer Health in the same way we approach the underlying principles of precision medicine. While it’s not universally accepted, thinking about precision medicine as being personalized, predictive, preventive, and participatory, is a useful definition for this purpose. So, let’s consider each of these principles in turn.
Personalized – Customer Health means one size does not fit all
Velsera software is designed to support all our customers, but your end-to-end diagnostic or R&D workflow is unique – enabling a set of end-users and activities that are finely tuned and complex. The people who work with you need to be experts in the workflow you require, not just the software you purchased. In 2024, with this in mind, we enhanced our existing scientific capabilities by equipping our teams with success plans that provide a consistent framework for capturing the unique diagnostic or R&D outcomes our customers aim to achieve.
Understanding your end goals, and agreeing on a shared view of them, written in a language understood by clinicians and researchers, are key components of good Customer Health.
Predictive – Customer Health means helping you see the roadblocks ahead
By developing a personalized success plan and understanding your individual goals, Velsera applies its unmatched institutional experience to your unique challenges – enabling us to predict the issues that you may encounter along the way. While your goals are unique, we can still learn from similar experiences. Velsera’s internal knowledgebase captures decades of best practices, implementation, and operational blueprints to ensure our software delivers value for institutions like yours. We’ve done this before, so we typically know how things will go.
Reviewing your personalized success plan against Velsera’s best practices and blueprints, developed from hundreds of previous projects, can help you predict your path and any obstacles along it.
Preventive – Customer Health means identifying and taking the most impactful actions
Just as all symptoms are not equally significant in developing a diagnosis and treatment plan, not all obstacles are equal when it comes to your success. Velsera helps customers implement preventive measures that are targeted to the things that are most important to them. We don’t over-prescribe.
In practice, when you are doing something differently, or trying something for the first time, we focus on detecting technical issues before they affect your workflow. For instance, during a clinical re-validation or audit, we prioritize factors affecting reporting accuracy. Or, when you’re looking to improve the ROI of your institutional capability, we focus more on avoiding common commercial challenges to things such as issues with reimbursements or the internal marketing of your services within your organization.
We also continuously monitor your progress and keep scanning the horizon to see what’s coming next, ensuring we can refocus our attention as needed. Whether it is proactive monitoring of how you use our software, as we described in a previous blog, or sharing with you scientific or clinical advances that are relevant to customers like you, Velsera will always be a few steps ahead to identify and prevent the next threat.
Participatory – Customer Health means working as partners
Most importantly, we do all the above within a participatory framework – nurturing a trusted partnership between us and each customer, where we take individual and collective responsibility for our joint success. For Velsera, partnership means building mutual trust aligned around common goals; being candid with each other; and seeing things through together.
We believe that having regular touchpoints to listen to each other and having a shared understanding of goals and responsibilities, is the most important factor for our success.
Conclusion
We’ve already started to use the tools and principles of Customer Health to help our pilot customers tackle their toughest challenges. As we enter 2025, and our new customer success team reaches full strength, we’re pleased to be able to extend an offer to any customer who would like to work with us on building a personalized Customer Health success plan, to help us better understand you and your goals, and ensure that we can continue to bring the best combination of people and technology to help you achieve them.
If you would like to take advantage of this, or would just like to talk more about what Customer Health means for you and your goals, then please contact us.