A new structure for better customer support

 Rhian Bulmer, Chief Partnerships Officer at Radar Healthcare, delves into the recent restructuring of our Partnership and Professional Services Team and the wealth of benefits this brings to our partners. 

Rhian brings a wealth of experience in the health and social care sectors. 

Passionate about leveraging technology to enhance healthcare efficiency, Rhian’s deep understanding of the industry’s challenges has been instrumental in shaping our approach to innovation and customer success. 

Her commitment to putting customers first and driving tech advancements is at the heart of Radar Healthcare’s mission.

Can you explain the recent restructuring of your team and what it means for our customers?

We’ve restructured our team to better meet our customers’ needs by implementing a four-pronged approach, focusing on Partnership Managers, Product Consultants, Project Managers and Support Specialists.

Each of these roles is designed to provide expert support and guidance throughout your journey with us. For instance, Partnership Managers will now take over customer relationship management, replacing the former Customer Success Managers. 

Over the past year, customer feedback highlighted a gap in our service. This new structure is specifically designed to bridge that gap, allowing each role to concentrate on its area of expertise and ultimately provide a more tailored and effective service to our customers.

What prompted the introduction of Partnership Managers, and how does this differ from the previous Customer Success Managers?

The introduction of Partnership Managers marks a shift toward deepening customer relationships and forging long-term strategic partnerships.

Unlike the previous Customer Success Managers, who focused more broadly on customer satisfaction, Partnership Managers will work closely with our customers to ensure we align with their evolving needs and business goals.

This approach allows us to be more proactive in understanding and addressing our partners’ challenges and opportunities, fostering stronger and more sustainable relationships.

How will the new Product Consultants enhance the customer experience?

Product Consultants are specialists with in-depth knowledge of our offerings. Their role is to provide tailored guidance to our customers, helping them maximise the value they get from our products.

By understanding each partner’s specific needs, Product Consultants ensure that the right tools and strategies are in place, allowing our customers to achieve their goals more effectively. This specialised support is designed to enhance the overall experience and outcomes for our partners.

What other projects are on the horizon for Radar Healthcare?

We’re excited about several new initiatives aimed at improving collaboration and communication with our customers. Based on feedback and demand, we’ve established specialist user groups for sectors such as the NHS, independent sector, care, ambulance and hospice.

These groups are designed to encourage best practice sharing and collaboration among peers in the same sector, providing a platform for members to gain insights, share challenges and work together on solutions.

In addition, we’re streamlining our customer communications by consolidating updates into a monthly newsletter.

This will reduce the number of individual messages we send out, making it easier for our customers to stay informed without feeling overwhelmed.

Our latest Net Promoter Score (NPS) survey provided valuable insights into areas where we can improve.

We’re actively working with our Marketing, Product, and Partnership teams to boost our scores and identify our key advocates who can help us grow and refine our services.

As we step into 2025, we are filled with excitement for the opportunities that lie ahead.

With a new phase of investment from Marlin Equity Partners, we are focused on expanding our team, which will directly enhance the exceptional service we provide to our valued customers.

This growth marks a pivotal moment in our journey, one that promises innovation, stronger partnerships and continued excellence.

Together, we will build on our successes and drive forward with renewed purpose.