Customer Success
Support that prioritizes your success
Get the training and resources to feel empowered from day one, at no additional cost. In-person training and live support start at onboarding and continue throughout your journey with us.
THE FOUNDATIONS FOR SUCCESS
Dedicated support you know by name
When it comes to support, you’re never left wondering where to turn. From the beginning, you’re given a Customer Success Manager (CSM). It’s one person with one mission—to do everything they can to support your practice’s success. They’re knowledgeable about the specific needs of your specialty and how our solutions can best serve you.
ONBOARDING
Preparing you for your journey
From assessing your practice’s needs to tailoring our solutions to meet them, our onboarding team works to ensure your staff has the training and resources to feel confident on day one.
Phase 1
Analyze your practice and assess your needs.
Phase 2
Personalize the configuration and workflows of your solutions to best support your practice.
Phase 3
Train your providers, administrators, and staff and prepare them for go-live.
Phase 4
Optimize workflows and continue to help your staff develop expertise in our solutions.
Opportunities to continue developing your skills
- Unlimited 1:1 coaching sessions for your providers and administrators
- Virtual training focused on specific functionalities and workflows
- eLearning videos available for self-paced learning
SUPPORT
When the uxexpected happens
24/7
Live customer support through chat, email, web support, or over the phone whenever you need it.1
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Callers spend an average of less than two minutes waiting to speak with a live support person.1
87%
of issues are resolved within one business day2
95%+
Customer satisfaction rating3
Helping drive tomorrow’s success
Achieving short and long-term goals becomes easier when you monitor your practice’s performance with your CSM. By working together, and using data from our network, you’re able to set benchmarks and identify opportunities for administrative and staff improvement.
Tracking your performance
Get an instant snapshot of your practice’s performance, as well as actionable insights to help drive more revenue with our Insights Dashboards.
0% of enhancements made to our products in 2022 came from customer feedback4
0+ customer-led user groups allow you to connect and learn from other organizations like yours5
0K of our customers are active within our Success Community6
Additional customer success insights
Check out deep dives into specific customer success resources and stories on how our support teams help drive customer success.
Built for This
From patient intake through follow-up, Garza Medical Group relies on athenahealth’s support to quickly, consistently, and effectively communicate with patients while providing exceptional care.
The Full Picture
See how Headland Family Medicine is empowering patients in their own care to help serve their high-risk, rural population and successfully navigate the pandemic.
Seeing Something Bigger
Cahaba Medical Care’s model of caring for both the physical and mental health of their underserved patient population has positioned them well for navigating the pandemic.
1Based on Five9 data as of Q1 2021
2Based on Salesforce data as of Q1 2021
3Based on Salesforce data as of Q1 2020
4Based on athenaOne Voice of the Customer data as of 2022
5Based on Salesforce and Gainsight data as of athenahealth data as of Apr. 2023
6Based on 2020 athenaOne data