In today’s fast-paced healthcare environment, the days of transactional customer care are over. Providers demand more, and Lone Star has risen to the challenge by transforming its approach to customer engagement.
Historically, technology service providers like Lone Star operated on a transactional basis, limiting service interactions to occasional visits for installations or repair work. However, this outdated model no longer meets the demands of modern providers, who expect more comprehensive engagement from their technology partners.
To address this shift, Lone Star has adopted a proactive approach centered on quarterly customer visits. These check-ins enable Lone Star to analyze customer workflows, evaluate technology utilization, and share data-driven insights to optimize performance. This collaborative model fosters deep integration with the customer’s environment, allowing for tailored solutions that evolve alongside their needs.
At the core of this initiative is Lone Star’s StarCare CX program, which reflects the company’s commitment to aligning technology with customer objectives. Kevin Henderson, Chief Operating Officer for Lone Star’s Arkansas region, emphasizes the importance of this proactive approach. “We’re not just selling a product anymore,” said Henderson. “We’re working closely with our clients to understand their goals and tailor our solutions to help them achieve better outcomes.”
Donna Montgomery, Lone Star’s Chief Clinical Informatics Officer, shares Henderson’s perspective. With her expertise in clinical informatics, Montgomery leads initiatives to improve patient care and outcomes through advanced healthcare technology solutions. She highlights the pressures healthcare organizations face, such as meeting patient satisfaction metrics and improving fall prevention. “We’re helping them meet these goals by providing technology solutions like AI-driven bed exit alarms and enhanced nurse call systems that improve response times and care quality,” said Montgomery.
The StarCare CX program represents an evolution of Lone Star’s customer care strategy. This transformation prioritizes continuous communication and collaboration between Lone Star’s internal teams and their customers. “Customers now expect more than just a product,” said Montgomery. “They want results and measurable outcomes.” To meet these expectations, Lone Star’s service integration experts, programmers, and other departments work collaboratively to ensure their solutions align with customer goals.
Delivering optimal results requires a “high-touch” service model, characterized by frequent communication, a comprehensive understanding of customer challenges, and a commitment to ongoing support. Lone Star’s team members engage with customers on multiple levels, providing hands-on assistance during implementations, addressing equipment issues, and delivering training as needed.
“Our goal is to be a true partner to our customers, fully understanding their environment and supporting them in delivering better patient care through optimized technology solutions,” said Henderson. By staying attuned to the industry’s ever-changing needs, the StarCare CX program ensures Lone Star remains committed to enhancing the customer experience. This transformation enables the company to deliver measurable outcomes that consistently exceed client expectations.
As Lone Star continues to innovate with programs like StarCare CX, the future of customer care is not just about meeting expectations but redefining them.
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Donna Montgomery is the Chief Clinical Informatics Officer at Lone Star Communications. With extensive expertise in clinical informatics, she leads initiatives to improve patient care and outcomes through advanced healthcare technology solutions. She is passionate about addressing key healthcare challenges, including patient experience and fall prevention. Through her leadership in Lone Star’s customer experience programs, she is committed to driving continuous improvement in healthcare organizations.
Kevin Henderson is the Chief Operating Officer of Lone Star’s Arkansas region. With a deep understanding of the healthcare landscape, Kevin is focused on fostering long-term client partnership challenges through proactive engagement and continuous support. He plays a key role in Lone Star’s customer experience initiatives, driving the adoption of tailored solutions that improve healthcare workflows, enhance patient care, and deliver measurable results for clients.