March 2024 edition of CloudWave Connections
We’ve created this newsletter for our customers to communicate what’s new, let you know about upcoming events, share customer stories, and introduce you to members of our team.
We hope you find this newsletter informative and something that you look forward to receiving. If you have suggestions for topics, or have questions about something that’s been featured here, please let us know.
A Note from Tina Brown
How Customer Service Excellence Mirrors March Madness
As March rolls in, so does the excitement of March Madness, captivating basketball fans worldwide with its intense matchups, unexpected twists, and unforgettable moments, with an estimated 25 million brackets being submitted in 2023. After joining a “basketball family” in 2003, I fully participate in this event every year, submitting multiple brackets with the aim of still being on the court as part of the Final Four!
While the basketball court becomes the stage for thrilling showdowns, another arena where competition intensifies during this time of year is customer service. Remarkably, there are striking parallels between the two, as the pursuit for excellence and the drive to win are common denominators.
As we think of March Madness, below are some ways this event mirrors the realm of customer service, and how leveraging this parallelism can help us enhance our customer experience strategies.
- Teamwork Makes the Dream Work: Just as basketball teams rely on coordinated efforts from each player to secure victories, exceptional customer service requires collaboration across various departments within a company. Whether it’s sales, support, or product development, seamless teamwork is vital for delivering consistent and superior customer experiences.
- Preparation is Key: Behind every successful basketball team lies careful preparation, from scouting opponents to devising game plans. Similarly, companies must invest in thorough training for their employees, equipping them with the knowledge and skills needed to address diverse customer needs timely and effectively.
- Adaptability in the Face of Challenges: In March Madness, teams must adapt swiftly to changing game scenarios and opponent strategies. Similarly, in customer service, flexibility is vital for responding to unforeseen issues and accommodating changing customer preferences.
- Resilience in High-Stakes Situations: As the tournament progresses, the pressure mounts, testing teams’ resilience and mental toughness. Likewise, customer service often encounters challenging situations that demand composure, empathy, and problem-solving skills to resolve effectively.
- The Thrill of Victory, the Agony of Defeat: Just as triumph and heartbreak define the essence of March Madness, the customer service landscape is also shaped by moments of success and setbacks. Celebrating victories and learning from failures are integral to fostering a culture of continuous quality improvement and excellence in customer service delivery.
- Fan Engagement and Loyalty: March Madness captivates audiences worldwide, fostering deep emotional connections and unwavering loyalty among fans. Similarly, businesses that prioritize exceptional customer service can cultivate a devoted customer base, driving loyalty and partnerships through positive interactions and experiences.
- The Quest for Championship Performance: Ultimately, both March Madness and customer service excellence represent quests for championship-level performance. Just as basketball teams compete for the title of national champions, businesses aspire to become industry leaders by delivering unparalleled customer service that sets them apart from competitors.
As March Madness unfolds on the court, our business can draw inspiration from the spirit of competition and camaraderie that defines this time of year. By embracing the principles of teamwork, preparation, adaptability, resilience, and fan engagement, we can elevate their customer service game to new heights, scoring big with customers and securing their place in the winner’s circle.
Tina Brown is Senior Director of Customer Experience at CloudWave.
CloudWave at 2024 MUSE Inspire
May 28 – 31 at the Gaylord Rockies Resort in Denver
Register today for the 2024 MUSE Inspire conference and plan to attend CloudWave’s Cybersecurity Leadership educational session on Thursday, May 30, at the picturesque Gaylord Rockies Resort in Denver.
This two-hour educational session will consist of two parts: Developing a Cybersecurity Roadmap and Establishing a Metrics-Driven Cybersecurity Program.
Developing a Cybersecurity Roadmap will guide you through effective practices for developing a meaningful and useful cybersecurity roadmap.
Establishing a Metrics-Driven Cybersecurity Program will share effective practices in developing a meaningful and useful metric-driven cybersecurity program.
For more details on the event and the educational sessions, click here.
CloudWave is pleased to announce that we have recently partnered with Dedalus and Dell to provide our healthcare customers with the ability to transform healthcare and redefine the care experience.
Today, with the pressure of needing to do more with less, we invite you to explore the possibilities of accessing the Dedalus Connected Care Ecosystem via our secure OpSus Cloud. As a CloudWave customer, you already leverage the cloud to optimize patient care and enterprise objectives. With Dedalus, you can take your organization to the next level.
- Generate revenue for your hospital & provide cutting-edge therapies for your patients with our Clinical Trials solution.
- Manage your data portfolio with real-time insights and pre-curated KPIs with the Command Center platform.
- Drive seamless access, communication & more with the Enterprise Content Management system.
We are currently seeking customers to take part in our beta program.
If you are interested in learning more about becoming a beta customer, contact us here.
Stay up to date with our latest news, press releases, and events on LinkedIn.
HIMSS24 in Orlando
Cybersecurity remains a concern in 2024
Orlando’s sunny skies were the backdrop for HIMSS24 as healthcare CIOs, IT Directors, and clinicians made the rounds on the floor of the Orlando Convention Center last week.
The topic of Cybersecurity continued to dominate both booth presentations and conversations as the threat of cyberattacks remains a reality for many healthcare providers in 2024.
Customer Appreciation Reception
Thank you to our customers, both old and new, for stopping by the CloudWave booth at HIMSS24 in Orlando last week. CloudWave takes pride in providing our healthcare customers the best service possible and we look forward to continuing to do so in the years to come.
Keep Your OpSus Change Requests Moving
Sign up for Advance Authorization today
CloudWave is pleased to offer a new way to streamline the way we deliver changes to your OpSus Cloud Services.
Incremental adjustments to the scope of your cloud service are to be expected, but the timing and process may not always be convenient.
CloudWave is now able to provide a way for our cloud customers to mitigate the administrative burden of these requests by allowing key personnel to pre-approve routine change orders.
With Advance Authorization, you set the boundaries. Adding components, expanding storage, increasing capacity – these are all change order categories covered under your Advance Authorization Agreement.
Contact your Customer Success Manager or Sales Director to learn more.
Let CloudWave Handle Your Patch Management Needs
Fully-Managed Patching Service for Healthcare keeps you safe
Failing to patch systems on a timely basis leaves your hospital vulnerable to performance slowdowns, regulatory compliance issues, and even worse—the risk of cyber-attacks.
Utilizing the proven CloudCare+ patch maintenance strategy, healthcare enterprises can prevent cyberattacks, performance slowdowns, and regulatory compliance issues.
CloudCare+ solves these challenges with a skilled service team that utilizes a proven process throughout the patching cycle. This enables healthcare IT teams to take a hands-off approach to maintenance while CloudWave keeps the environment compliant and secured against cyber threats.
Learn More About the Cybersecurity Insider Program
Sign up today for the Cybersecurity Insider Program to join a community where you can regularly access free healthcare cybersecurity education and get alerted to threat intelligence gathered by our Cybersecurity Operations Center team. You will also have the opportunity to network with your peers to hear about their cybersecurity successes.
March Webinar Topic: A New Approach to Incident Response
A few highlights of the program include:
- Monthly free cybersecurity education – taking place on the last Thursday of every month–NEXT WEBINAR IS THURSDAY, 3/28 at 2:00 pm ET (see above)
- Ongoing alerts to high-risk cybersecurity threats with recommended actions
- Access to a private YouTube channel (you’ll get immediate access upon program registration)
- Access to a private LinkedIn Group
- Exclusive access to special events
- Annual group Tabletop Simulation
Meet John Flynn
Business Analyst
Many CloudWave employees have spent their careers in healthcare IT.
As a Business Analyst for CloudWave, John Flynn is the lead administrator for our OpSus ticketing system, coordinates, and schedules patching events, and rolls out communications between customers and CloudWave’s internal teams.
After 24 years as a manager in the printing industry, John segued into healthcare IT by joining CloudWave in 2014 as a Technical Support and Cloud Administrator.
Like many other die-hard Boston Sports fans, John grew up in Massachusetts and now lives in Southern New Hampshire.
John stays active by working out and playing a variety of sports. He is a passionate music fan who loves to attend live concerts, collecting and listening to vinyl records, and binge-watching music documentaries. Spending time with family and friends is the most important aspect of his life. “I have a wife and two adult children, a daughter, 26, and a son, 23. Ironically, we all work in the Healthcare industry.”
When asked what he likes most about working in healthcare?
“I enjoy collaborating with a team committed to providing the best possible customer experience to our hospital customers.”