I want to thank everyone for continuing to live our values and helping thousands of patients to get the care they needed last month and for the extra effort that everyone is putting in this month to decrease the excess backlog and roll out Outreach automation. I hope that everyone truly appreciates the positive impact that they are having on patients and their families.
We are more than three-quarters of the way through the year and are continuing to make great progress against our strategic plan and our 2022 objectives and key results.
eHealth Technologies is focused on advancing the delivery of life-altering care. We have defined clear objectives and set aggressive key results for 2022 and as of September 30 we are still forecasting to deliver on eight out of 10 with misses in gross margin and employee retention. YTD, eHealth Technologies:
Improved productivity and reduced costs to continue to fuel innovation and future growth.
We improved the EBITDA margin with nine consecutive months of positive EBITDA resulting in a YTD margin of 5% with the goal of 10% for 2022. We improved gross margin to 41% at the end of September and are now forecasting 50% by the end of the year against a plan of 55%. This miss was caused by a product development delay in automation.
Delivered on customer expectations.
We improved customer NPS to +56 against a plan of +50 for 2022. Customer satisfaction is still at risk due to high turnaround times for select customers as a result of challenges to keep up with an increased demand. We advanced the delivery of life-altering care by supporting 265K patients YTD with the goal to support 350K+ patients in 2022.
Grew through expansion within existing, addition of new customers and addition of new products/markets.
We already closed $12.2M in bookings YTD with a goal to close $15.3M in 2022. We grew revenue to $25.5M YTD with the goal of $35.8M in 2022 – a 30% growth. We already exceeded our customer logos as we have increased customer logos to 113 with the goal of 112 by the end of 2022. We are adding new product/market capabilities and have also already exceeded this year’s goal by delivering $520K from new products/markets YTD with a goal to deliver $500K in 2022.
Built a diverse, equitable, inclusive, and high-performing culture.
We improved our employee retention rate to 73% YTD and are now forecasting 66% by the end of the year against a plan of 80%. This miss is due to an overly aggressive forecast and high turnover from our Hyderabad office. We established eNPS of +8 and put plans in place to improve eNPS to +16 by the end of 2022.
Overall, we are having a great year and I really appreciate everyone’s hard work and commitment to advancing the delivery of life-altering care.
Regards,
Dan