One of the best things about my job as a Customer Success Manager (CSM) at Paubox is interacting with our customers. Yesterday, I had the pleasure of conducting an in-person visit with one of our customers, Dr. Stason Shishido.
Dr. Stason Shishido is a renown dentist that has been practicing in the San Jose, CA area since 1992. His office is conveniently located near O’Connor Hospital and Valley Fair mall, both well known locations to locals in San Jose.
The objective of my visit to Dr. Shishido’s office was to catch up with him, resolve any potential issues, and get feedback on Paubox’s products and services. Below are my main takeaways.
Independent dental practices are going strong
The struggles of small medical practices are well documented. Primarily, they face difficulties with the high financial costs of a practice and a low return on investment.
However, dental practices are not facing these challenges.
During my visit to Dr. Shishido, I was pleasantly surprised to learn that the industry’s backbone is still the independent practicing dentist.
Additionally, insurance reimbursements do not greatly affect dental practices compared to other medical practices.
IT support is still a struggle
While waiting for Dr. Shishido, I noticed that the office was dealing with a few IT issues. However, there was no real IT support from any of the vendors, leaving Dr. Shishido and his staff to fix the issues by themselves.
For example, the staff did not realize that older versions of Internet Explorer are no longer supported by Windows. Because the staff were previously unaware of this limitation, their web browser was causing problems for them.
Thanks to my in-house visit, I was able to resolve this situation for Dr. Shishido and his staff. This is one of Dr. Shishido’s favorite things about Paubox: our excellent customer service.
Email is and will continue to be a big role in healthcare
During my time at Dr. Shishido’s office, I saw firsthand how instrumental emails were to Dr. Shishido’s practice, as well as how email will continue to develop into an even bigger role in healthcare.
For instance, emails are used to communicate with patients, other providers, and insurance companies. Even more important, personal health information (PHI) is continually being transmitted in these emails, placing more urgency in using an encrypted email service in order to remain HIPAA compliant.
Thanks to my onsite visit to Dr. Shishido, I am able to take this knowledge and apply it towards our products.
When working in a fast growing startup, it’s easy to get caught in the daily grind. This is why I believe it’s imperative to see customers in-person and onsite.
This small gesture goes to show that we see our consumers as people in need of a reliable service, rather than merely revenue for the business. We pride ourselves in being a customer-centric company in order to provide the best customer service.