Morrisville, NC. Feb. 8, 2022 – Ascom, a Healthcare IT and clinical collaboration company, today announced the formation of two new organizations within the Americas region – Professional Services and Customer Success – that are designed to improve the customer experience and support long-term growth plans for collaboration and communication solutions for healthcare and enterprise industries.
According to Modor Intelligence, the healthcare IT market is expected to register a CAGR of nearly 12.5% from 2020-2027 with North America dominating the market for healthcare IT1.
The Professional Services organization will focus on delivering Ascom solutions that help customers achieve the goals of the Quadruple Aim. Ascom experts within Professional Services, will be managing healthcare IT projects designed to deliver workflow improvements that ultimately support improved outcomes of care with a proven return on investment.
The organization includes the functions of Project Management, Implementation, and Clinical Services with the objective of improving processes to increase productivity and revenue while speeding up delivery lead times and implementations. Robert Wittwer, Senior Vice President, Ascom Americas will head the organization beginning immediately, reporting to Kelly Feist, Managing Director, Ascom Americas, and now joins the North American Leadership team.
The Customer Success organization will focus on building long term relationships with customers, delivering ongoing value via new programs such as an improved software maintenance agreement program. The group includes the functions of Customer Care, Client Success Managers, Ascom’s training academy for channel partners, Software Maintenance Agreement Benefits Delivery, and Return Material Authorization under one umbrella dedicated to customer satisfaction. Effective immediately, Thomas Morgan, Senior Vice President, Customer Success, Ascom Americas will lead the organization. He will continue to report to Feist and remain on the North American Leadership team.
“These actions will help us create a seamless end to end experience for customers that will expedite and optimize their implementation and provide continued support throughout the duration of our long-term relationship,” said Kelly Feist, Managing Director, Ascom Americas. “These two organizations will work closely to provide a superior customer experience by providing a seamless handover between the two organizations throughout the entire customer journey.”