Hi Team,
We are already halfway through the year and have helped over 200K patients. We appreciate the continued commitment from all team members to ensure that patients get the help they need as quickly as possible.
We have defined clear objectives and key results for 2023. Through June, we are on track for 7 of 13 key results and are forecasting to deliver on all 10 of 13 by year-end. YTD sales are behind, and we are not going to be able to deliver on the sales plan for the year. We are not expecting to improve customer NPS either due to the difficulty in reducing the excess backlog and patient turnaround times. We need to remove the excess backlog and keep patient turnaround times down to win back the confidence of our customers so that we can keep them and add additional customers.
Build a diverse, equitable, inclusive, and engaged culture.
We are ensuring that we have an engaged team. We are executing a comprehensive employee engagement plan with the help of employee engagement subcommittees to ensure that eHealth Technologies is a great place to work.
Deliver on customer expectations.
We need to keep the urgency on closing cases to eliminate the excess backlog. We have had to make a number of changes to the Operations team due to struggles keeping up with City of Hope. City of Hope is going through an internal re-organization and has asked us to make a number of changes to assist with their transition.
Move relationship from vendor to strategic partner with key customers.
The struggle to deliver on customer expectations continues to make it difficult to move from vendor to strategic partner with key customers. The Customer Success team is proactively managing our customers and is meeting face-to-face with a number of key and strategic customers to advance the relationship.
Transition from a service to a health care technology and analytics company.
We are rebranding to show how we differentiate through technology today. We are overhauling our website and our company overview presentation. We are building a world-class product development organization to manage opportunities in the funnel which includes decreasing records retrieval turnaround time and continuing to improve productivity and delivering actionable insights (clinical trial patient screening, clinical summaries).
Grow through expansion with strategic customers, addition of new key customers and adjacent markets.
Sales delays continued throughout the month of June due to a number of factors including financial challenges within most hospitals, our high turnaround time with existing customers, and our inability to provide prospects with a compelling reason to buy. We have updated our sales process to ensure that we are able to provide quantifiable value to prospects prior to calling an opportunity to close. We have also hired two additional sales reps to increase coverage.
Thank you for your continued support for our customers and patients.
Regards,
Dan