Transforming Partner Onboarding and Training for Simpli San
Industry
Healthcare
Services
Tier 1 Customer Support (German language): Freshdesk, Whatsapp, Mattermost, Github
Back office data entry & document import
Knowledge Management and Learning Design
Overview
Simpli San is a German cloud-based medical supply distribution and management software that provides a complete solution for stores selling medical equipment, from stock management to integrations with insurance companies.
With its innovative solution for a specific niche of the healthcare industry, the software soon rose to market leader status in Germany and saw growing client demand. This quick growth created challenges in scaling support for new and existing clients.
Simpli San doubled in size during the initial 6 months of our collaboration.
Challenge
Urge to transform the existing client onboarding and training model into a more scalable one
Solution
E-learning platform launched within two months featuring courses to accelerate new client onboarding and empower existing clients
A separate Service team established to manage client data entry, further reducing onboarding times
Hired an onsite Client Onboarding Expert to shadow and support CoreX’s Croatian team from Germany
Backlog in client support tickets
Outsourced German-speaking Support team cleared initial backlog in under a month, launched live customer support, and maintained fast response times
A robust knowledge base and FAQs were developed for easy information access
Lack of collaboration between Support and Development teams on new product features
Resolutions Coordinator role was introduced to streamline the product feature requests and development
Simplifying client onboarding through e-learning
Client training and onboarding mainly relied on the founder and top-level management to introduce the client to the Simpli San software and its capabilities during in-person visits – an approach that was not fully scalable as the number of clients continuously increased.
We agreed with Simpli San to work on developing an e-learning solution using the OpenEdX platform for Simpli’s clients to educate, test, and certify themselves for various Simpli products through self-learning modules.
Our dedicated Training team worked on developing online courses, and technical documentation for the platform tailored to Simpli San’s needs alongside the outsourced design and software development teams from our sister company, CoreLine. The new LMS platform enabled not only easier management of the client onboarding process but also the possibility to educate clients on the latest product updates.
OpenEdX-based self-learning solution for Simpli San’s product training
Divide-and-conquer approach for various support needs
Simpli San’s software relies on a combination of frequent data inputs, such as insurance companies’ specific product coverage, that are then fitted into the client’s custom Simpli environment. These inputs and assistance with data customization are essential for the client’s use of the software but were competing against a growing number of other requests for the Support team.
To further streamline the onboarding process and increase client satisfaction, a Services team that handles individual client data inputs and configuration was separated from the Support team, which handles standard client inquiries during onboarding and beyond.
Dividing Support and Service roles into separate teams enabled quicker turnaround time for building custom client environments and overall client onboarding, quicker resolution of day-to-day support tickets, and consequently, the launch of real-time client support. We also built a robust knowledge base and FAQs for easy information access for the Support team.
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Bridging the missing link between Support and Development
The growing number of clients and the resulting surge in client support tickets created a ripple effect, extending its impact to the software development teams working on the Simpli San software.
Lack of visibility into all existing requests assigned to the Development team, combined with the Support team’s limited understanding of more complex client development requests and their priorities, led to overlapping or insufficiently articulated development tasks.
A new role was introduced to close the critical gap between the Support and Development teams. Resolutions Coordinator assesses the development tickets opened by the Support team, decides on the prioritization, and advocates for ticket resolution with the developers. With a deeper understanding of product development, Resolutions Coordinator is also in charge of testing the delivered solution, creating technical documentation sent to the clients, and educating the Support team on the newest product updates.
Tailor-made client onboarding and support solution
Service Team transforms provided client documentation into data inputs for the custom Simpli San environment
E-learning platform developed by the Training, Design & Software teams provide self-learning modules to familirize with the software before and after in-person onboarding
Support team assist with any additional inquiries and receives development requests
Resolutions Coordinator prioritizes and oversees development of the new product features and educates the Support team
Training, Design & Software teams develop new modules based on latest product updates to empower existing users
Working as one
When outsourcing, Simpli San chose a nearshoring partner capable of swiftly adapting to the complex product they would support with a proactive approach to addressing the challenges that rapidly expanding scale-ups face.
Being geographically close enabled the outsourced Croatia-based CoreX team to travel frequently between client sites during the initial onboarding phase which, together with joint regular updates, enhanced the team collaboration even further. This approach accelerated the onboarding process and facilitated the development of solutions that are aligned with client needs within the first few months of our collaboration.
“Keeping up with all aspects of product development and client relationship management when your company is witnessing exponential growth can feel like running in the dark sometimes. CoreX team managed to support us every step of the way, even if it meant pivoting strategies and our joint approach on a weekly basis.”
Lara Juja, COO