Vocera Customer Success Team Wins 2021 Excellence in Customer Service Award

Vocera Communications, Inc. (NYSE:VCRA), a recognized leader in clinical communication and workflow solutions, today announced its customer success team has been named a winner in the 2021 Excellence in Customer Service Award presented by Business Intelligence Group (BIG). The Vocera Customer Success Team was selected for its innovative response and service in support of hospitals and health systems in need during the pandemic.

When COVID-19 started causing patient surges, many hospitals around the world called the Vocera Customer Success Team first for help. The team designed new COVID-specific workflows and expedited product implementations for customers using the wearable Vocera Badge and Smartbadge in pop-up isolations rooms, in triage tents, and more to help protect and connect overwhelmed care teams. Deployments that traditionally took place in person and on site had to be done virtually. In 2020, 87% of these services were delivered remotely, an increase from an average of 55%.

“Many of our product implementations during the start of the pandemic in 2020 were completed in less than half the time of a normal deployment because members of the Vocera Customer Success Team wanted to be a part of the solution,” said Josh Mahler, vice president of professional services. “Our team leveraged a rapid deployment model to streamline the completion of tasks, and several people volunteered to work after normal business hours, on weekends, and on holidays to help our customers in need.”

“Members of the team went out of their way to support customers as quickly as possible and proactively reached out to their hospital contacts to discuss and co-design creative solutions to help support frontline workers. They wanted to do whatever they could to make our customers’ lives easier during this very challenging time,” said Lori Dickinson-Miller, vice president of technical support. “Many of our employees have clinical backgrounds and understand the challenges and needs in mission-critical healthcare environments.”

More than 50 Vocera employees are clinicians, and many of them are part of the company’s customer success team. Understanding how the pandemic would likely impact the healthcare industry and the company, the team conducted a large virtual training summit, enabling the team to pivot quickly. The team also added a chatbot to the Vocera website to provide faster online service. Experiencing the highest case volume ever, the team maintained a customer support score of 4.88 out of 5.0. During the busiest COVID months, it was 4.9. Additionally, the team solved a third of the cases within 24 hours, while reducing backlog.