Page 4 - Spok Inside Track

CUSTOMER SUCCESS: DOMINION RADIOLOGY ASSOCIATES

With the first Spok Go project completion in February, Dominion Radiology Associates has advanced to Customer
Success and Support in their Spok journey.

Although Dominion Radiology Associations purchased the Spok Go Base package with Basic services only,
Customer Success is providing “white glove service” to our first customer. White glove treatment includes a
designated Customer Success Manager for their first year and Jessica Buth is assigned to their account to fulfill
that role. As you know, designated Customer Success Managers are reserved for our Signature customers only.

Jessica is focused on providing end-to-end customer lifecycle management with proactive engagements and
delivering exceptional outcomes and experiences. To do that, she will be with them every step of the way during
this first year as a partner and trusted advisor on all things Spok Go.
Jessica has been with the customer since the beginning of their Spok
journey, welcoming them to Spok once their order was executed, ensuring
successful access into their Spok Go tenant, and attending implementation
calls and trainings provided by our fantastic Services and Education Teams.

One of Jessica’s first responsibilities after Dominion Radiology Associates completed their project, was to induct
them into Customer Success. This included meeting with the Dominion Radiology Associations team, providing an
overview of their Spok Go subscription program, and showing them the benefits of Spok’s Customer Community
portal. Highlighted benefits of the Customer Community portal review included case management, product
feedback through Ideas, training videos, guides and answers to product question in Spok Knowledge, as well as
Best Practices. Jessica also provided a deep dive into Spok Go Insights reporting available within their Spok Go
tenant.
Dominion Radiology Associates has onboarded
over 150 users and continues to promote Spok
Go through their website.
(https://dominionradiology.com/spok-go/).
Their current focus is onboarding two referring
provider networks. They communicate
regularly with Jessica and even utilize the Spok
Go app to do so! They have provided us
valuable product feedback for our Product
team to date and we look forward to making
Spok a success story at Dominion Radiology
Associates.

Michele Grandfield
Sr. Director, Customer Success & Support