This afternoon, I had the chance to go on a demo with one of our sales leads and give a walk-through of Orchid to a team of nurse executives. This was a typical occurrence for me, but this was a unique solution and presentation for the nurse executives. They were completely blown away. It’s easy to forget the aggregate impact of incremental change, but days like today remind me just how far ahead of competing products we are in such a short period of time. So how did we move so far so fast?
I think it started with a realization that nurses really needed someone to care about them. It’s why we called it “Orchid.” The idea is to bring nurses flowers, to make their lives easier and happier. Every detail stems from this idea (no pun intended). The chime when you login, the “All Clear” sun, the nurse icons, the emoticons, and the @ messages all relate to making rounding an enjoyable, meaningful, and fun experience. Every app in our century must be easy, effective, and aesthetically pleasing, but ours is more. It’s personal.
The kind of connection we have with our clients is critical and it’s what we are dedicated to with every experience, product, and process we have. Our clients don’t visit “support” and don’t log tickets, they go to Jen or Kate or Natalia or Sam, the account managers who they have a relationship with and who understand their needs. Each question, request, issue, etc. is addressed swiftly with care and diligence.
We just launched a chat room to give our customers direct access to our product and development teams. When you post to the chat room, you don’t wait for the next available agent, you are talking directly with Pavel, MJ, Alisha, or Nick, the team who is directly responsible for the product and how it works. We can hear firsthand what’s troubling the users and go fix it, or what’s exciting them and go build it.
It is the idea that every detail is important and that every client deserves the utmost care and attention. I’m in this chat room too, doing what I can to make sure every request is treated with the same urgency and grace as it was when we had just one paying customer four years ago. It doesn’t get more personal than that.