API Healthcare is the largest healthcare‐specific vendor of workforce management solutions to the healthcare industry. So why adopt a social support community? API Healthcare’s CEO promised its clients that the company would provide them with a central platform for networking and discussions. The company later added to its goals:

  • Replace its existing support portal with social support technologies
  • Enhance relationships with social technologies
  • Support an all-way communication channel between the company and its clients to benefit numerous lines of business (product development, corporate communication and more)

API Healthcare created Client Connections, an online community for online support and peer networking

Here’s a sneak peak at some of the ways API Healthcare uses social to improve operations across the company:

  • Online Support: Clients can search the online community to solve problems, which saves them costs associated with support consulting fees.
  • Product Innovation: Clients and product managers collaborate on product improvements and upcoming releases.
  • Influential Messaging: Community is now the primary communication channel with clients for important company-wide announcements.

The benefits are tangible – better customer experiences, improved R&D initiatives and a convenient online community for support.  Check out the case study and pick up more best practices as you think through your customer support goals and strategies.