100% Retention Achieved through
the C.A.R.E. Initiative Following Healthcare IT Acquisition

A Quick Overview

Challenge
Following the acquisition, feedback gathered through word-of-mouth indicated that clients from the acquired company harbored significant concerns regarding the future quality of service. The primary worry among clients was the potential loss of the personalized service they had come to expect and rely upon. This feedback highlighted a critical gap in the acquisition strategy: the lack of active listening to the Voice of the Customer (VoC) prior to and immediately following the acquisition.

The C.A.R.E. Initiative
Responding to the feedback, the acquiring company launched the Customer Accountability, Response, and Engagement (C.A.R.E.) initiative, symbolizing the organization's commitment to its clients. The initiative included a series of quarterly webinars, providing a platform for clients to directly interact with the executive team, voice concerns, and receive updates on the company's developments. This direct engagement was complemented by various communication channels, including feedback loops, leadership contact, and client advocacy, to ensure a continuous dialogue.

Employee Communication: A Parallel Concern 
While the C.A.R.E. initiative effectively addressed client concerns, employee communication was initially managed at a departmental level, lacking the comprehensive approach taken with clients. This experience underlined the need for an employee-focused strategy, similar to C.A.R.E., to ensure their concerns and suggestions are also heard and addressed promptly. Future strategies should incorporate such an initiative before and during the acquisition process to foster a more inclusive and transparent organizational culture.

Key Components of the C.A.R.E. Initiative

Client Feedback Loops: Structured channels for ongoing client feedback, enabling direct communication of concerns and experiences.

Access to Executive Leadership: Opportunities for clients and, prospectively, employees to engage with senior leadership, ensuring transparency and trust.

Regular Updates and Education: Informing clients and employees about service enhancements, organizational changes, and providing educational content.

Personalized Engagement: Maintaining personalized communication and service levels to meet specific client and employee needs.

Outcomes
The C.A.R.E. initiative proved instrumental in retaining the entire client base by actively addressing their concerns and reinforcing trust. This success story highlighted the importance of a holistic communication strategy that includes both clients and employees, particularly during significant organizational changes such as acquisitions.

Lessons Learned

Comprehensive Engagement is Essential: Active engagement with both clients and employees is crucial to address concerns and expectations effectively.

Prompt and Inclusive Communication: Swiftly implementing comprehensive communication strategies can mitigate potential dissatisfaction and foster a positive organizational culture.



Transparency and Personalization: Openness with stakeholders and tailoring communications to their needs are pivotal in maintaining loyalty and satisfaction.

Conclusion
This case study underscores the necessity of an all-encompassing communication strategy during acquisitions, extending beyond client engagement to include employees. The C.A.R.E. initiative not only facilitated a successful client retention strategy but also served as a valuable lesson in the importance of internal communication, highlighting the need for similar initiatives to engage and address employee concerns effectively.

For organizations navigating acquisitions or mergers and aiming for seamless client and employee integration, Simply Brilliant offers strategic expertise to guide you through these complex transitions.

Disclaimer: Details specific to organizations are omitted for confidentiality. This narrative, enriched by Simply Brilliant's consultants' experiences, demonstrates the impact of robust communication strategies in acquisition contexts.