Announcing the New Home of #InspiredService
John Paladino
Delivering responsive, proactive, human customer experiences | Data Security | Head of Client Services for InterSystems | ??? Podcast Host of Rarified Air
Learn about the DNA of InterSystems
I have spent almost four decades at InterSystems , working to create a culture of unparalleled customer experiences for our clients. I’ve been involved in more complex projects than I can name: from working late into the night hunting a bug, working with our learning services teams to transform the customer experience, and continuously elevating our proactiveness.
I have participated in every major change in enterprise services over the past 38 years. I’ve helped online trading companies as they rapidly grew, massive healthcare networks, revenue cycle management software companies and software companies across many industries.
I believe too few software companies view their customers’ success as their own
And I want to help change that. It’s been my passion and mission at InterSystems to earn the trust required to create real long-term partnerships with some of the world’s most important institutions in healthcare, logistics, and finance.?
Today, I’m announcing my new digital home for #InspiredService.
This new blog is an exploration of my experience, stories, and vision of customer service.
I want to share what has made InterSystems an industry leader in data solutions for enterprise digital transformations across multiple mission-critical industries, and how our focus on partnership has transformed the way we deliver customer service.?
When a company chooses their technology partner, they trust that partner with the execution of their long-term strategy. It is an obligation that forms the core of how we view success at InterSystems: we succeed when our customers succeed.
When we think about customer success, software is a central enabler. Yet there’s a lot more that has to be available to help clients be successful:
- Extremely responsive and proactive support
- Customer success planning that is often driven by a customer success management program
- Effective training, particularly skill-based training, for customers and their staff offered at the right time with the most convenience – and it should preferably be free or inexpensive
- Documentation that locates the right information with the fewest clicks
- Rich sets of tools provided by the software vendor
- Easy deployment and operations in the cloud
- An ecosystem that enables client-to-client discussions, but also connects clients to certified contractors
- Rapid access to engineers for critical circumstances?
- Company culture of trust and passion for client success
- Motivated staff at all levels
- Executive engagement, because the most difficult decisions can’t wait
You can read more about how we tackle these challenges at InterSystems by reading about The Rules We Live By.
Throughout this new website, you will also find more stories of customer service that inspire me. Stories of customers who are transforming the way patients are cared for in hospitals. Stories of partners who are using technology to change financial access. Stories of companies who are delivering mission-critical applications that save lives.
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I’ll also be sharing key moments from the past many years – funny and enlightening stories with customers and long-time friends. And as the world is changing, more rapidly than ever, I’ll be offering my thoughts about how customer support should be changing.
Check out the new home of #InspiredService by clicking here.?
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Thank you in advance for joining me on this journey. I’m excited to see where leading with service takes all of us together.
Respectfully,
John
SVP/CIO at Healthix
1 å¹´John this is wonderful. We've always had a great relationship with ISC and I can attest that your team lives these values everyday. Looking forward to reading it each week.
Technology leader focused on sales of innovative digital data intensive solutions including Artificial Intelligence, Machine Learning, & Cloud solutions. Builds global customers into long-term strategic partners.
1 å¹´Global companies consistently tell me they have never experienced the quality of support from a vendor that they receive from InterSystems. Executives quickly learn that the InterSystems model focuses on ensuring their organization's success. Companies are shocked when we don't tell them they need to pay to solicit our assistance or send a Purchase Order before engaging us. They are pleasantly surprised when we respond immediately to their phone calls and emails. With InterSystems, most organizations will tell you that they view this as a strategic partnership, not simply as a transactional relationship between a vendor and customer. The success of this culture and customer-focused support model is due to the commitment made by John Paladino and his superb team of technical experts.
Helping Healthcare Companies Build Great Things
1 å¹´Congratulations on the new home of your blog! As someone who values exceptional customer service, I am excited to participate and learn about your approach to creating true partnerships. Your commitment to helping organizations achieve their goals through innovative technologies is truly inspiring. I look forward to following along the journey towards building a community focused on inspired service.
Working for the wellness of both business and biology | Success stories in healthcare technology | Insights as a clinical herbalist.
1 å¹´Congratulations John! What an incredible project this has been and will surely continue to be. I've so enjoyed your stories and insights- especially your hiring stories and what you look for in candidates. I'm definitely taking that advice to heart as my career advances. You have so much heart in everything you do, the inspiration is contagious! Congratulations again- great project, great launch.
Head of Marketing, Asia Pacific at InterSystems
1 å¹´My third day on the job at InterSystems I flew to Florida for our annual customer conference and I was completely blown away by how happy the customers were. We've grown a lot since then but that high touch experience hasn't changed and I look forward to hearing your insights and stories, John.