New initiative aims to improve service delivery, reduce client frustration, and increase accountability.
Following a period of rapid expansion, medical imaging software company Intelerad has launched an internal initiative to improve the way it engages and supports clients. The shift comes in response to customer feedback after a two-year period marked by multiple acquisitions and operational scaling that, according to the company, outpaced its service capacity.
The newly implemented “Client Obsession” initiative focuses on improving client satisfaction through proactive communication, internal restructuring, and increased access to senior-level support. Company leaders say the transformation is designed to address prior service challenges and foster longer-term client relationships.
“We understand that clients have experienced real frustration as the company expanded. We’ve heard their feedback. That’s unacceptable, and we’re owning our missteps,” says Eric Grunden, chief client officer, who recently joined Intelerad to lead client experience improvements and drive operational excellence across all client-facing teams, in a release. “This transformation is a turning point, not just a set of tweaks, but instead a comprehensive shift in how we engage, support, and grow with our clients from day one.”
Key elements of the initiative include:
- Restructuring of client-facing teams with an improved client-to-manager ratio
- Creation of a Critical Care Team to handle urgent support requests
- Implementation of direct-to-tier-2 support and “hyper care” pathways for high-priority accounts
- Increased emphasis on early issue detection and executive involvement
- Expanded training, updated protocols, and deployment of AI-based tools to streamline service
The company is also aiming for 75% of its client support team to consist of senior-level professionals with experience in PACS and healthcare systems.
According to Intelerad, the changes have already led to improvements. The company reports a customer satisfaction score above 90%, a 72% year-over-year reduction in dissatisfaction scores, and a 97% increase in its Net Promoter Score since 2022.
Grunden emphasizes that the work is ongoing and part of a broader cultural change rather than a temporary fix. “Client Obsession is not a campaign; it’s a cultural shift. We’re not chasing a finish line. We’re building lasting partnerships rooted in progress, trust, and shared outcomes,” he says in a release. “I want our clients to say, ‘Things are better today than they were yesterday. There were issues, but this partnership is the solution we need. And it just works.’”
Intelerad’s platform is used by nearly 2,500 healthcare organizations worldwide to manage imaging data and improve operational efficiency.
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