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. See how Headland Family Medicine’s CSM helps them succeed.

Onboarding that prepares 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.

  • ILLO_Medical-office-Teal_DGT_2

    Phase 1

    Analyze your practice and assess your needs.

  • Configuration_2x

    Phase 2

    Personalize the configuration and workflows of your solutions to best support your practice.

  • Train_2x.png

    Phase 3

    Train your providers, administrators, and staff and prepare them for go-live.

  • Optimize_2x

    Phase 4

    Optimize your 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

When the unexpected happens

  • LiveSupport_2x
    Live customer support1

    Get live customer support through chat, email, web support, or over the phone whenever you need it 24/7.

  • OneMinute_2x
    < 2 minutes on hold1

    Callers spend an average of less than two minutes waiting to speak with a live support person.

  • 87_2x
    87% of issues are resolved within one business day2
  • 95_2x_heart
    Customer satisfaction rating of 95%+3
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.

Your voice matters

Your input affects our approach to product enhancements and customer resources. The proof is in our features.

  • 41%

    of enhancements made to our products in 2022 came from customer feedback4

  • 50+

    customer-led user groups allow you to connect and learn from other organizations like yours5

  • 150K

    of our customers are active within our Success Community6

1Based on Five9 data as of Q1 2021

2 Based 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 athenaNet data