A health check is a checkup on the health of the lab’s digital operations and progress using impact-driven metrics.
If we at eLabNext do not know how our customers are using the system, what features they are underutilizing, which features they wish they had, how effective system deployment has been, and how implementation has impacted the internal lab culture, we are not doing our job!
The reality is that customers define many of the new features we develop, and we take pride in understanding their needs through conversations and having an actual methodical approach to building our community of innovative and creative users and proactively seeking their opinions. In the world of Customer Success, this process is called a “Health Check.” At the same time, we cannot ensure our customer’s success if we do not establish responsibility and accountability to implement the system sustainably.
Health checks are similar to going to your Primary Care Physician for a physical or taking your car for an oil change. In the tech world, a health check is a periodic check that examines your lab’s/business’ technological and usability health. Depending on the nature of the company and the industry, these technical health checks can cover a wide range of assets, applications, policies, technology, people, or business operations.
When we talk about a Customer Success Health Check at eLabNext, we refer to a comprehensive assessment of your Technical and Usability Health. This allows us to better facilitate successful usage, implementation, and customer satisfaction.
Upon contract signature with eLabNext, our Customer Success and Lab Digitization Specialists will meet with key stakeholders to understand the lab’s short- and long-term goals. Specifically, they focus on:
Having answered these questions, our team helps the customer define a series of impact goals to achieve their lab’s digitization vision. This approach creates an objective framework for measuring the success of the customer’s digitization efforts and identifying underutilized areas of the platform from which the customer can achieve greater value. With each health check call, Customer Success looks at the progression of these goals across three timeframes:
It helps to think of your lab in this context: If you take your lab to the doctor, would they say it is healthy or notice symptoms that need to be addressed?
Tools and technologies are great, but they’re only as good as their implementation and the desired success they generate. Leveraging eLabNext’s health check framework, we plan to ensure our customers’ success. To align, reach out to your Lab Digitization Specialist and/or Customer Success Specialist.
Learn how eLabNext utilizes impact-driven metrics and assessments to optimize digital operations, enhance customer satisfaction, and achieve lab digitization goals effectively.
Read moreDiscover the transformative power of a Sample and Digital Strategy, and follow our 5 easy steps to prep for a seamless ELN/LIMS transition.
Read moreDiscover the ongoing debate between paper and ELNs in research institutions, weighing the simplicity and tangibility of paper against the efficiency and collaboration-enhancing features of ELNs.
Read moreSchedule a Personal Demo for friendly expert guidance and a free lab workflow assessment.