{"id":16428,"date":"2025-06-24T12:29:45","date_gmt":"2025-06-24T12:29:45","guid":{"rendered":"https:\/\/www.intelerad.com\/en\/?post_type=press-release&p=16428"},"modified":"2025-06-24T12:42:42","modified_gmt":"2025-06-24T12:42:42","slug":"intelerad-launches-bold-transformation-in-client-experience-grounded-in-accountability-action-and-obsession-with-client-satisfaction","status":"publish","type":"press-release","link":"https:\/\/www.intelerad.com\/en\/press-releases\/intelerad-launches-bold-transformation-in-client-experience-grounded-in-accountability-action-and-obsession-with-client-satisfaction\/","title":{"rendered":"Intelerad Launches Bold Transformation in Client Experience Grounded in Accountability, Action, and Obsession with Client Satisfaction"},"content":{"rendered":"\t\t
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Company-wide initiative puts partners first with expanded support, <\/span><\/i>strategic resources, and human-centered service improvements.<\/span><\/i>\u00a0<\/span><\/p>

Raleigh, NC \u2013 June 24, 2025 \u2013 <\/span><\/b>Intelerad<\/span><\/a>, a global leader in medical imaging software solutions, has implemented a company-wide transformation in how it supports and partners with clients. Intelerad\u2019s rapid growth phase, which included multiple acquisitions over a two-year period and a fast-paced scaling of operations, outpaced the company\u2019s ability to consistently deliver the high-touch experience that its clients had come to expect. As a result, some clients experienced strain during this period \u2013 prompting Intelerad to take action.<\/span>\u00a0<\/span>\u00a0<\/span>\u00a0<\/span><\/p>

Direct client feedback was the catalyst for Intelerad\u2019s strategic shift from a traditional client service model to a newly implemented company-wide Client Obsession Initiative, which focuses on proactive engagement, innovation, and measurable value at every interaction. Through candid conversations, rigorous internal evaluation, and a renewed commitment to meaningful change, Intelerad is taking bold steps to redefine how it supports and partners with clients.<\/span>\u00a0<\/span>\u00a0<\/span><\/p>

\u201cWe understand that clients have experienced real frustration as the company expanded. We\u2019ve heard their feedback. That\u2019s unacceptable, and we\u2019re owning our missteps,\u201d said <\/span>Eric Grunden, Chief Client Officer, who recently joined Intelerad<\/span><\/a> to lead client experience improvements and drive operational excellence across all client-facing teams. \u201cThis transformation is a turning point, not just a set of tweaks, but instead a comprehensive shift in how we engage, support, and grow with our clients from day one.\u201d<\/span>\u00a0<\/span><\/p>

The Client Obsession initiative goes beyond responding to support requests and prioritizes the proactive identification of infrastructure issues before they escalate, enabling Intelerad\u2019s newly enhanced frontline staff to offer clear, actionable answers from the first point of contact. In addition to providing clients with access to senior leadership whenever needed, the organization is ensuring the voices of its clients inform relevant strategic decisions and Intelerad\u2019s evolution as a solution provider.<\/span><\/p>

The changes, buoyed by additional investments in new tools and technologies, are far-reaching and human-centered, designed to remove friction and deliver value at every interaction. Chief among the updates is an intense focus on Intelerad\u2019s Client Success Management (CSM) team, including a better CSM-to-client ratio for more personalized assistance and the creation of a Critical Care Team. The new team provides rapid responses for urgent needs while keeping CSM representatives\u2019 attention on high-quality service delivery and long-term relationship building. Intelerad has also reorganized and bolstered its Client Support Team and is working toward the goal of having 75% of the team consist of senior-level professionals with deep expertise in PACS and healthcare.<\/span>\u00a0<\/span>\u00a0<\/span>\u00a0<\/span><\/p>

By identifying and addressing internal bottlenecks, Intelerad has empowered its teams to take immediate action without complex approval processes. To further speed up resolutions and eliminate repeat issues, the company rolled out playbooks, advanced training programs, flexible protocols, and a growing AI-driven support system. This also includes newly created \u201chyper care\u201d pathways for clients where needed, providing direct-to-tier-2 support, executive sponsorship, and proactive environment monitoring.<\/span>\u00a0<\/span>\u00a0<\/span><\/p>

Intelerad\u2019s efforts to continuously refine the client experience have already yielded positive results. The company has surpassed several milestones, including:<\/span>\u00a0<\/span><\/p>