We recently caught up with Jana Macon, Brightree’s Director of Customer Success. Jana has been really busy lately, but she spent a few minutes with us discussing how her Professional Services team has managed the hyper-growth that Brightree has experienced. Jana’s team has implemented over 500 new customers during the past 3 years. These experts have effectively addressed every imaginable challenge while successfully migrating new customers to Brightree from every competitive product, including home-grown systems and billing service companies.
| Editor: |
Wow, over 500 implementations in 3 years! That sounds like a huge challenge. How were you able to pull that off? |
| Macon: |
Moving companies from any software product to Brightree is a recipe we’ve perfected. The main ingredients: Methodical processes. Proprietary data conversion tools. A team of 25 talented, dedicated professionals with a vast array of skills and experience. |
| Editor: |
As you talk with people who are about to implement Brightree, what’s their primary concern? |
| Macon: |
Many new customers are afraid of a “cash flow gap” — that is, fear that the transition will interrupt their billing and collections. However, once we explain our process of winding down an old system while ramping up Brightree, everyone’s mind is put to rest. Our great track record of minimizing cash gaps during implementations speaks for itself. |
| Editor: |
What is another concern you hear? |
| Macon: |
There’s apprehension about the impact on workload while a staff is trained. They already have a full-time job to do, and now they must find time to learn this new system. Yes, everyone must be committed to work a little harder, but it’s really no different than adjusting when co-workers are on vacation or sick leave. In the end, it’s like we lock arms together as a team and make a well-orchestrated 6-week sprint towards the finish line! |
| Editor: |
What are people most surprised about as they go through the process? |
| Macon: |
They are often amazed and ecstatic that we can extract all of the data from their old system and import it into the Brightree Internet platform. A bonus is the opportunity to use the “scrubbing” phase of the conversion process to clean-up duplicates, errors, and outdated information. |
| Editor: |
What do you tell someone who is reluctant to pull the trigger on implementing Brightree? |
| Macon: |
I reassure them of several things: First, we are experts at delivering successful conversions. We’ve done it hundreds of times. Second, we use methodical and proven processes and an exceptional set of software tools. Third, my team and I are with you the whole way, and we are committed to your success. Finally, the long-term benefits of using Brightree far offset any temporary efforts that implementation requires. Once we go live, I always have people call me to say “Now that I am on Brightree, life’s great! I just wish I had made the change sooner.”
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to "Rapid Deployment"
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Prior Systems of Current Brightree Customers:
| CAU |
27 |
| Cortex |
10 |
| Dezine |
44 |
| Fastrack |
15 |
| MedAct |
37 |
| Mestamed |
21 |
| Pacware |
14 |
| QS1 |
31 |
| Team DME |
24 |
Various Billing
Service Companies |
27 |
Others
Including Bonafide, CPR+, CU, Futura, Medisoft, Noble House, and others |
185 |
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