Strategic and human support
At a time when healthcare establishments are increasingly demanding in terms of service quality, responsiveness and expertise, Evolucare is strengthening its customer support approach with the introduction of the Customer Success Manager (CSM) service. Launched in 2023 under the direction of Isabelle Balesdens, this innovative service embodies the promise of a long-term, personalised partnership with our strategic customers.
A response to the new challenges facing the healthcare sector
With more than 5,500 sites installed in France, Evolucare is one of the most established publishers in the healthcare software sector. This growth is accompanied by new challenges: consolidation of hospital regional groups, increased cybersecurity requirements, faster updates via Ségur, and a constantly evolving digital transformation of practices.
In this context, traditional maintenance is no longer enough. Today’s establishments expect comprehensive support – technical, strategic and human. That’s what Customer Success Management is all about, a service designed to go beyond support and guarantee an optimised, lasting customer experience.
The role of the Customer Success Manager: expert, facilitator and partner
Each customer benefiting from the CSM service is assigned a dedicated contact: the Customer Success Manager. The Customer Success Manager is responsible for :
- build a relationship of trust over the long term,
- anticipate needs and propose corrective or evolutionary actions,
- recommend version migrations, configuration adjustments or training,
- monitor key performance indicators (KPIs) via dashboards updated in real time,
- coordinating Evolucare’s internal teams to meet contractual commitments (SLAs).
This approach not only reduces the volume of tickets, but also makes exchanges more fluid and increases user autonomy for some of our customers, such as the ADAPT and UGECAM sites.
Collaboration between expert and complementary profiles
Led by Isabelle Balesdens, whose experience in maintenance is widely recognised, the CSM team is made up of two key profiles:
- Denise DA SILVA: customer relations and operational management specialist,
- Frédérique GUEUDEVILLE: former deployment project manager and reference for post-installation monitoring and corrective actions.
Their mission: to offer premium customer care, in perfect synergy with the other Evolucare teams, in particular the R&D, quality, support and projects departments.
This approach would not be complete without close collaboration with the deployment department, particularly in the healthcare sector. From the end of the project phase, the teams coordinate to ensure a smooth transition between deployment and post-installation support.
This synergy enables Evolucare to provide end-to-end customer support, in line with our commitments to quality and efficiency.
A lever for customer satisfaction and continuous innovation
Customer Success Management fully illustrates Evolucare’s determination to place customer relations at the heart of its strategy. It reflects the Group’s values: loyalty, respect, commitment, excellence and innovation.
It is also in line with the dynamics of the #Pact4all programme, in particular its pillars “Making life easier for healthcare professionals” and “Ensuring continuity of care”.
By integrating this service into its offering, Evolucare :
- strengthens customer loyalty and satisfaction,
- promotes optimal use of its software solutions,
- identify opportunities for continuous improvement,
- and actively contributes to the digital transformation of the sector.
An approach set to develop
On the strength of its initial success, the CSM service is set to expand into other product areas. A number of projects are under consideration to broaden the scope of action, strengthen management tools and integrate new business expertise.
The watchword? To industrialise the approach while preserving the proximity and agility that are the department’s strengths today.
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