Building Client Trust: How We’ve Earned a 98% Client Retention Rate

Within the healthcare industry, regulatory compliance and operational efficiency are critical. The ability to manage contracts proactively is the difference between seamless operations and costly compliance issues.

When it comes to contract lifecycle management (CLM), a defining factor of success is the status of relationship between the CLM company and client. Specifically, proactive client care is essential for successful implementation.

This article outlines what prospective clients can expect when exploring Ntracts software, and how our proactive experts find the right solutions for the transition to a new CLM system.

The Ntracts’ Approach

At Ntracts, our philosophy is straightforward: proactive client care is the cornerstone of successful CLM implementation, compliance, and overall efficiency. This approach gives clients full visibility into contractual obligations, including a repository to keep all agreements, as well as alerts when contracts are approaching expiration or auto-renewal.

Many clients have nuanced workflows, individual to their organization. We prioritize listening and understanding our clients’ pain points. We address them directly and quickly, ultimately optimizing the contracting process.

In practice, this means account managers engage with clients to understand their organization’s unique challenges. In other words: we ask the right questions and listen to their unique needs. While some issues may fall outside of the Ntracts scope, many can be addressed by involving the right experts or introducing relevant professional services. Whether we bring a subject matter expert from Ntracts into the conversation, or offer a new service solution, we aim to spot and solve any issues our clients face proactively.

The team at Ntracts is dedicated to finding solutions that get to the heart of the client’s CLM challenges.

Roadmap to Client Success

We understand the unique challenges and regulatory demands within the healthcare space, and our expertise is tailored to meet each organization’s specific needs. At Ntracts, our sole focus on contract lifecycle management within the healthcare industry sets us apart.

Our proven migration and implementation process is designed to ensure a smooth transition from existing systems into our comprehensive CLM solution. This process involves meticulous planning, expert guidance, and a collaborative approach with our clients. By leveraging extensive industry knowledge and software, we help healthcare organizations achieve compliance, operational efficiency, and cost-effectiveness.

Our approach to client success can be broken down into four key phases: sales, implementation, stabilization, and going live.

The Sales Process

The contract lifecycle management process begins with the sales process. The sales team spends months communicating with clients, learning about their needs and workflows already in place. During this time, our team’s focus is understanding the potential clients’ needs and building a trusting relationship.

The Ntracts team strives to work as a partner with the client, helping them achieve their goals around contracting and beyond. This period is essential for establishing a solid foundation of trust for the rest of the professional relationship with Ntracts.

Implementation Phase

The implementation phase is the stage where our collaborative team of subject matter experts begin working with clients. Our employees have worked in the healthcare contract lifecycle management space for decades, and they understand compliance, technology, and healthcare processes extensively.

During this stage, our team members work to understand each client’s specific workflows and how to optimize them.

For example, Ntracts offers an automated vendor evaluation workflow solutions. The majority clients that incorporate this solution previously used a manual process to evaluate vendors that have a direct impact on patient care. Ntracts’ automation process, however, renews these contracts as needed and is more efficient overall. When clients begin implementing this process internally, the efficiency of the process results in significant time savings, which they can now dedicate to other areas as needed.

Stabilization Period

Once workflows are in place, the client’s organization transitions into a brief stabilization period. Some minor adjustments may be made to ensure process conformance.

During this time, account managers and subject-matter experts are dedicated to making this a smooth transition. This period is especially crucial for addressing initial issues and ensuring the client is comfortable working within the new system.

Going Live

After implementation and working out the initial kinks, our supportive account management teams maintain regular communications with clients as needed. Clients consistently praise our support, turnaround times, and availability to them.

At this time, account managers work to further optimize system use, inform clients about upgrades, and maintain long-term trusting relationships. At a minimum, account managers meet quarterly with clients to discuss their experiences so far, new updates in their organization, and ensure they are fully optimizing their use of Ntracts.

Product Roadmap

As end users, clients may have suggestions about the software. Due to our close working relationship and our encouragement for feedback, our team takes the feedback we get, and we share the information internally with our product and development engineers. Sometimes, these adjustments are integrated into the system down the road.

Ntracts releases product enhancements every two weeks and these updates are communicated through our release notes, along with any additional training needed on the enhancement. When we make enhancements to the platform, the entire client base benefits.

Ntracts Can Help

Finding a CLM solution supported by a team committed to proactive client care means you will be supported at every turn, from initial consultation to full implementation and beyond. At Ntracts, by understanding each client’s needs, leveraging our team’s expertise, and maintaining open communication, our clients get the solutions they need for compliance and optimal functionality.

This approach has led to a client retention rate of over 95%, a testament to the efficacy of our proactive strategy in healthcare CLM.

If you have any questions about our CLM solutions, please reach out. We are ready to assist you in contract management, every step of the way.

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