Background

Ashish Singh joined Innovaccer, a healthcare company based out of the US, in July 2019 as VP of Customer Engineering and Analytics. Before that, he had worked with Barclays and Tech Mahindra, having experience of close to 18 years in banking and telecom.

Implementation is internally driven.

At Innovaccer, when a contract is signed, the Customer Success(CS) team comes into the picture. Now, the CS team includes folks from:

1. Account Management: Primary job is upselling and managing customer relationships
2. Delivery/Implementation team: It's an internal team that does deployment on AWS or Azure system. From pulling the data from the customer ecosystem to powering up the application, it's the team's responsibility to operationalize the platform. The customer doesn't have to worry about implementation except for the little inputs at the configuration time. The implementation team handled integrations with the DB, the APIs, or any connectivity happening inbound or outbound.

The size of the team depends on the scale and complexity of the project. A typical healthcare project has 50-60 integrations on average. It takes a team of 4-8 members strong to take it across the finish line. This includes the top tier management as well.

Incoming - Value model of delivery

The entire implementation period takes anywhere between 6-9 months. However, Ashish's team tries to give the customer the first value at the earliest, say a couple of months.

With the Value Delivery Model, it's possible to show the ROI to the customers in dollars. To reach the ROI, the customer's value level should be mapped to their problem.

Example: Take the Emergency Department(ED). Patients frequently come to the ED, but the incentive model works the other way around for the companies. The companies would want to restrict the visit of patients to the ED. The model takes inputs like the number of patients to suggest assets that can bring down the visits.

Does ROI computation involve a timeframe?

Ashish and the team monitor the 'Time to Value' - the first time a customer realizes value on the Innovaccer platform. While defining the charter, it's mutually decided on the deliverables and value to be delivered on 30/60/90 days. The stakeholders involved are the CS team, sales, and customers themselves.

Handling data and its curation process

The implementation team gets two kinds of data

1. Structured: Comes from vitals in a specified format and goes into the system.
2. Unstructured: Includes doctor prescriptions in PDF format.

The team never discards any data. The automated suite performs a check and generates a quality report. Experience and system intelligence tells them whether the data is good to be used. When the data is not up to the mark, the customers are informed to course-correct data capture at the source. It's a joint activity with customers to be better prepared for the future.

Is there a demo environment?