Gateway EDI

TRIZETTO PROVIDER SOLUTIONS (formerly Gateway EDI)

CUSTOMER EXPERIENCE MAPPING

What are the key values your organization offers to its partners? Could you rank-order them?

RESEARCH OBJECTIVE

Determine the role and rank-order priority of incentives in preferred vendor partners’ decision to join and continue participating in Gateway EDI’s preferred vendor program.

KEY INSIGHTS

Customer service, system functionality and staff knowledge and support are more important than pricing or revenue share in vendors’ selection of clearinghouses (Gateway EDI’s business).

HOW TRIZETTO PROVIDER SOLUTIONS (Gateway EDI) USED THE INSIGHTS

The company received a clear, qualified road map for building stronger, as well as new, relationships with consultants who can refer business to them.

WHAT WE DID

We conducted 30 minute in-depth telephone interviews with a national sample of 26 current and prospective preferred vendor partners.

“The Stakeholder Insights’ survey of our Preferred Vendor Partners helped prioritize and reduce Partner benefits to help them build their business and ours with them. From an initial list of 35 potential incentives, we defined three increasingly exclusive relationship scenarios: “Choice Level Qualifications,” “Select Level Qualifications” and “Premier Level Qualifications.”

Chris RuzickaMarketing Director, Gateway EDI