Beyond Support: How Digital Diagnostics Redefines Customer Success
As healthcare technology has increased in popularity one thing has become clear: developing a strong Customer Success program is the foundation for sustainable commercial growth and adoption, with the ultimate goal of large-scale patient impact. While traditional customer service teams address problems as they arise, Customer Success teams are built to proactively help customers get the most out of a product from day one.
Customer Success at Digital Diagnostics
For some organizations, Customer Success teams might be focused solely on driving steady revenue by keeping customers engaged. At Digital Diagnostics, however, Customer Success is woven into the fabric of how we work, guiding every interaction we have with our customers and focusing on the impact to their patients and their health outcomes.
For us, the success of our customers is the ultimate measure of our own performance.
From day one, Customer Success has been more than just a post-sale function. It is a critical part of fostering a thriving LumineticsCore program for our customers as they work to improve patient care. We know that even the most advanced AI-driven diagnostic solutions are only part of the equation. That is why our Customer Success team is designed to help customers seamlessly integrate LumineticsCore into existing workflows, working side by side to advance care and improve patient outcomes.
Measuring Success
At Digital Diagnostics, our measure of Customer Success is far more than just revenue reports or traditional KPIs. Our customers consistently tell us their goal isn’t simply to make money from LumineticsCore—it’s to improve access to care and deliver better outcomes for their patients. That impact can be partially quantified through metrics like care gap closure, but it’s often felt most in the stories that we hear from our customers.
Digital Diagnostics VP of Customer Experience and Commercial Operations, Meghan Lemerond shared the story of a physician with two patients that had avoided diabetic retinopathy exams for years because it required a specialist visit. The option of having a quick in-office exam with LumineticsCore changed their minds, allowing them to get the care they needed to protect their vision.
Within two weeks of implementing LumineticsCore, the physician was able to test two patients who avoided diabetic retinopathy exams for years.
These moments go beyond ROI; they represent lives changed, sight preserved, and trust built between patients and providers.
Designed for Long-Term Impact
Digital Diagnostics’ Customer Success team is designed to partner, guide, and support lasting impact. The team is not simply assisting with the implementation of technology; they’re helping healthcare organizations reimagine how care is delivered. In an effort to ensure every customer is supported from day one, our team combines:
- A focus on empathy – asking questions to better understand the unique pain-points and goals of each customer
- Clinical expertise – offering lessons learned and best practices for success
- Technical skills – facilitating technology integration, operator training, and ongoing support
- A proactive approach – identifying potential roadblocks early to avoid delays or overcome challenges as quickly as possible
Acting as advocates for both our customers and their patients, the Customer Success team listens, adapts, and continuously refines their approach to meet evolving customer needs. This commitment to purposeful partnership isn’t just what sets us apart—it’s who we are.
Ready to see how our Customer Success team can help your health system achieve better patient outcomes, create efficiencies, and embrace innovation that is designed to make a difference? Book a LumineticsCore demo today.
Want to dive deeper into the impact of LumineticsCore? Check out this white paper to learn how Urban Health Plan increased its capacity to meet the high demand for annual eye exams for diabetes by 164% following the adoption of LumineticsCore.