Company Wins: Gold Stevie Award in Achievement in Customer Satisfaction Silver Stevie Award in Customer Service Department of the Year Bronze Stevie Award in Customer Service Executive of the Year, Allastair Meffen
FRAMINGHAM, MA – May 18, 2020 – Definitive Healthcare, the leading provider of data, intelligence, and analytics on the healthcare provider market, was today named the winner of three 2020 Stevie® Awards in the 18th Annual American Business Awards®: Achievement in Customer Satisfaction (Gold), Customer Service Department of the Year (Silver), and Customer Service Executive of the Year (Bronze). This is the second year in a row that Definitive Healthcare received awards for its excellence in Customer Success.
“Everything we have built, delivered and supported in this business has been considered with our clients at the center. We work hard to ensure our customer’s success through the entire customer journey with Definitive, from onboarding and training to advanced analytics and strategic business partnership, and I have heard countless times from our clients that the difference really comes from the frontline Customer Success team and the amazing individuals who comprise it,” said Jason Krantz, CEO of Definitive Healthcare. “At Definitive Healthcare, we all come to work with the shared goal of providing our customers with an excellent experience with both our products and our people. Winning awards for what we do for our customers and how well and collaboratively we do it, is a tremendous point of pride for all of us at Definitive.”
The Stevie® Awards, founded in 2002, have become a premier worldwide business award, recognizing the achievements and positive contributions of businesses in seven specific functional areas. More than 3,600 nominations from organizations of all sizes and in virtually every industry were submitted this year for consideration by over 230 judges, made up of prominent industry and organizational leaders.
This year, Definitive Healthcare’s Customer Experience Team won a Gold Stevie award for “Achievement in Customer Satisfaction” and, for the second year in a row, a Silver Stevie award in the “Customer Service Department of the Year”). The entire customer experience department at Definitive is devoted to customer facing roles serving the complex needs of its broad base of 2,500 organizations in the medical device, biotechnology, pharmaceutical, healthcare technology, staffing/recruiting, finance, construction, and facility services verticals.
In 2019, Definitive Healthcare’s customer experience department was responsible for introducing multiple innovative products and features to its client base including new solutions acquired from HIMSS Analytics and PatientFinder. In addition, during this year of rapid growth and change, the customer experience department onboarded 625 new clients and achieved a 92% revenue renewal rate.
“The fact that Definitive Healthcare retained 92% of the business' revenue in a year – in which 25% of its customers were onboarded, and in which two businesses were acquired – is absolutely incredible. It means that Definitive was crisp and deliberate with its customer communication. Establishing an alignment between customer support and sales is critical to this outcome, and Definitive seemingly nailed it,” said an anonymized judge on the results portal.
The head of Definitive Healthcare’s customer experience department – Allastair Meffen, Associate Vice President of Customer Experience – also won a Bronze Stevie Award for “Customer Service Executive of the Year.” Since joining Definitive Healthcare in 2017, Allastair has scaled the customer experience team from 18 to 52 employees, increased the company’s net promoter score (NPS) by 16 points, and has maintained an average 92% gross revenue retention percentage. In 2019 alone, Meffen guided the company’s customer experience team to achieve a 95% customer satisfaction rating based on 33,500 online customer tickets
“Allastair Meffen’s efforts in 2019 are best represented by the 92% gross revenue retention and expansion of customer wallet share by $6M. When customers vote with their wallets, it means they are happy. While great products and services certainly contribute to this success, people buy from people. The satisfied team members that Meffen leads are the tip of the spear for upsell conversations,” said an anonymized judge on the results portal.
Details about The American Business Awards and the list of 2020 Stevie winners are available at www.StevieAwards.com/ABA.
About Definitive Healthcare Definitive Healthcare is the most comprehensive and accurate source for data insights and analytics on the healthcare provider market. Its product suite provides the most comprehensive and highest quality data available anywhere on 8,800 hospitals and IDNs; 135,000 physician groups; 1.7 million physicians, nurses, and allied health professionals; 11,000 ambulatory surgery centers; 15,800 imaging centers; 85,500 long-term care facilities; 40,000 clinics; 1,800 ACOs and HIEs; and 5.7 billion medical commercial claims covering 313 million patient lives. The company’s data provides its 2,500 clients with the analytics and insight needed to effectively segment and research the healthcare provider market. Definitive Healthcare is backed by 22C Capital, Advent International, and Spectrum Equity. For more information, or to trial the service, visit https://www.definitivehc.com/.
About the Stevie® Awards Stevie Awards are conferred in eight programs: the Asia-Pacific Stevie Awards, the German Stevie Awards, the Middle East Stevie Awards, The American Business Awards®, The International Business Awards®, the Stevie Awards for Women in Business, the Stevie Awards for Great Employers, and the Stevie Awards for Sales & Customer Service. Stevie Awards competitions receive more than 12,000 entries each year from organizations in more than 70 nations. Honoring organizations of all types and sizes and the people behind them, the Stevies recognize outstanding performances in the workplace worldwide. Learn more about the Stevie Awards at http://www.StevieAwards.com.