As discussed in our CEO’s 2022 Year-End message, Eldermark continues to invest heavily to better serve our clients now and into the future. Our rapid growth necessitates a realignment of our Professional Services organization to ensure fast and efficient service and support.
Your goals are our goals, to better serve you, we have aligned our highly capable Professional Services team into four specialized functions to deliver the best possible Eldermark experience.
The optimized structure of Eldermark's Professional Services team
For our long-time partners and clients you’ll recognize that each team is made up of faces and names you know and trust.
How does this impact our customers?
- Be on the lookout for an introduction from your CSM, ongoing updates throughout the year, and the scheduling of your bi-annual client success meetings.
- Whenever you have a question about your Eldermark solutions, reach out to support@eldermark.com
- We want you to bring it! Bring us new ideas, bring up issues, bring the conversation. We want you to get the most out of Eldermark.
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Implementation Team: Your Implementation Specialists and Sales Representatives will be one of your first points of contact when a new service or product is installed.
Implementation will work with you to define timeline, ownership, and make sure the process is fully outlined. Their focus is to provide a smooth onboarding experience and help you get the most out of your Eldermark solutions.
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Training Team: Once all systems are set up and input is complete, the implementation team hands the process off to the Training Team. The Training Team will outline upcoming trainings, goals, and ensure that your team’s needs are met.
They will take you through guided workflow trainings and Eldermark’s best practices showing you how to leverage the entire Eldermark Suite to maximize your return on investment (ROI) and meet your goals.
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Support Team: The Support Team is your go-to resource for any questions or potential issues you may run into. We hope that you engage with this team early and often to make sure we’re meeting your needs.
No problem is too small, if you’re having issues, we want to know!
Through this organizational realignment, we are now centralizing our support cases and calls, that means when you need assistance, you’ll be immediately directed to our Support Team so that your questions get answered more quickly.
This also allows us to understand training gaps and continually improve our processes, product knowledge, and customer education needs.
Contact our support team at: support@eldermark.com
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Client Success Team:
Their goal is to build strong relationships with each customer and ensure your organization is realizing the highest ROI possible using Eldermark products. We are your partner in supporting and improving your communities.
This team will meet with you at a minimum of two times a year to ensure the most critical topics to your team are always covered. These meetings will provide insight and value to your organization by examining performance trends, address any unmet needs, sharing of best practices, ways to increase utilization of Eldermark products, and discover new, proven solutions that help our clients succeed.
This team provides continuing education throughout the year via webinars and user groups, empowering you to get even more out of your Eldermark solutions.
Our first user group meeting is scheduled for April 19th at 12:00 PM CDT
The structure of your Eldermark Professional Services team may be changing, but our commitment to great service is not!
These four teams are by your side throughout your partnership with Eldermark as we work to help you simplify your workday, improve services at your organization, and serve your residents better.
Thank you for your continued support!
Robin Jamison
General Manager, Eldermark
