AGS Health, a leading provider of technology and services for revenue cycle management in healthcare, faced a critical challenge: its technology implementation process was taking nine months or more. This lack of a structured, visible process was not only delaying revenue recognition but also making it difficult to maintain a consistent customer experience. AGS Health needed a solution to bring clarity, consistency, and efficiency to its implementation workflow.
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The Challenge
Delays, Disconnects, and a Lack of Visibility
AGS Health’s computer-assisted coding technology, a key offering, was powerful but its implementation was delayed based on a decentralized and undocumented process. The problem wasn't a lack of expertise; the small team was highly skilled with an unstructured process. Crucial knowledge was siloed with people, scattered across emails, and buried in documents. The process lacked consistency for scale.
Katy Morgan, SVP of Technology Acceleration at AGS Health, described the situation: "The implementation process was taking 9+ months, and we had little visibility into what our internal process was. While our team was extremely knowledgeable, we lacked the structure required to perform well."
The lack of a consistent process led to multiple issues:
- Revenue Recognition Delays: Revenue couldn’t be collected until a customer was “live”, meaning months of work went unrecognized.
- Customer Disconnect: The implementation team lacked a structured way to manage customer engagement, resulting in inconsistent communication, poor documentation, and a hesitancy to proactively follow up with customers.
- Unclear Expectations: Oftentimes, the customer buyer and implementer were not the same person – making it difficult to connect the dots on who needed to be involved, when.
With a mission to accelerate technology usage and streamline operations, Katy sought a solution to tackle these problems head-on.
"The implementation process was taking 9+ months, and we had little visibility into what our internal process was. While our team was extremely knowledgeable, we lacked the structure required to perform well."
Katy Morgan, SVP of Technology Acceleration at AGS Health
The Solution
A Dedicated Customer-Facing Platform
Katy evaluated several project management tools when looking for a solution. However, she found that many lacked a key component: a dedicated customer portal.
She chose OnRamp because it was the only platform that checked all the boxes:
- Centralized Documentation and Handoff: OnRamp created a single source of truth for all implementation-related documentation, enabling a seamless handoff from sales to implementation to customer success.
- Customer-Driven Accountability: The customer portal provides a clear, shared view of the project plan. AGS Health can now align with customers and drive customer accountability – knowing they can see exactly where the process stands, what needs to be done, and who is responsible.
- Standardized Experience: Katy can now create the project plan and write the instructions exactly as she wants them done. From welcome emails to executive summaries, every customer receives a consistent, curated experience.
The Impact
Accelerating Time-to-Revenue and Building Trust
Since implementing OnRamp, AGS Health has seen significant, quantifiable improvements across its implementation process.
- Accelerated Time-to-Revenue: The average implementation time has been cut from 9+ months to 6 months. AGS Health has been able to recognize revenue an average of three months faster, providing results with a direct impact to the company’s bottom line.
- Improved Customer Trust: By providing a transparent and collaborative experience, AGS Health is building trust and setting clear expectations from day one. Customers are actively using the platform, commenting on tasks, and raising potential issues earlier in the process. This proactive engagement allows the team to "rectify any disconnect" immediately instead of waiting for the next meeting.
- A Foundation for Future Growth: OnRamp has not only fixed the implementation process but has also provided valuable data. The visibility into bottlenecks has allowed AGS Health to better qualify prospects, add critical components to contracts to ensure upfront alignment, and standardize the internal processes to enable easy onboarding of a growing team.
Ultimately, OnRamp has enabled AGS Health to turn an opaque process into a predictable, measurable, and collaborative customer journey. By aligning teams and customers on a single platform, Katy and her team are driving greater efficiency, building stronger customer relationships, and accelerating the company’s path to growth.
