Quick summary:
- Lone Star Communications launched the StarCare CX program, shifting from transactional service to a results-driven, collaborative model focused on long-term partnerships. This includes quarterly check-ins to optimize technology solutions and meet providers’ evolving needs.
- The program emphasizes understanding customer goals rather than just selling products. Lone Star’s team tailors solutions to address specific challenges and improve organizational outcomes.
- The program reflects Lone Star’s commitment to continuous communication and collaboration with clients, ensuring that technology solutions deliver measurable results and align with customer goals. It represents the evolution from a tech provider to a proactive partner focused on improving customer care and providing long-term, quantifiable outcomes.
In this episode of CarePoint, host Kenny Schiff, Chief Marketing Officer at Lone Star Communications, interviews Donna Montgomery, Chief Clinical Informatics Officer at Lone Star Communications, and Kevin Henderson, Chief Operating Officer of Lone Star’s Arkansas region, to discuss the launch of Lone Star’s new customer experience program, StarCare CX. The program represents a significant shift in the company’s approach, moving to a more collaborative, results-driven model that prioritizes long-term partnerships, proactive support, and continuous improvement.
From Transactional to Transformational: The Shift in Customer Engagement
Lone Star’s customer care has evolved significantly over time. In the past, technology service providers like Lone Star typically operated on a transactional basis. Service interactions were limited to occasional visits, primarily for installation or repair work. Today, this outdated model no longer meets the needs of providers, who expect more from their technology partners.
To address this, Lone Star has implemented a proactive approach that involves quarterly customer visits. These check-ins allow Lone Star to analyze the customer’s workflows, evaluate how their technology is being used, and share data trends to optimize performance. This collaborative model enables complete immersion in the customer’s environment, offering tailored solutions that evolve alongside the customer’s needs.
Aligning Technology with Industry Needs
Lone Star’s commitment to aligning its technology with customer needs is at the core of its Star Care CX program. “We’re not just selling a product anymore,” said Kevin Henderson, the Chief Operating Officer of Lone Star’s Arkansas region. “We’re working closely with our clients to understand their goals and tailor our solutions to help them achieve better outcomes.”
This model is enhanced by the expertise of Lone Star’s team members, many of whom have direct experience working in industry settings such as bedside care, informatics, and leadership roles. This insider knowledge allows Lone Star to anticipate its clients’ challenges and develop solutions that address specific pain points.
Improving Customer Experience
Healthcare organizations face pressure to meet certain metrics, such as patient satisfaction scores and fall prevention, which directly impact their reimbursement rates and ability to attract qualified staff. “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,” added Donna Montgomery, the Chief Clinical Informatics Officer at LSC.
The StarCare CX program is an evolution of Lone Star’s approach to customer care, not a revolution. This gradual yet significant shift involves 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 this expectation, every department at Lone Star, from service integration experts to programmers, works together to ensure that the solutions they provide align with the customer’s specific goals.
A High-Touch Service Organization
Delivering the best possible results requires a “high-touch” service model. This involves frequent communication, a deep understanding of the customer’s unique challenges, and a commitment to ongoing support. Lone Star’s team members engage with customers on multiple levels, providing hands-on support during implementations, fixing equipment, and offering training where necessary. “It’s about asking the right questions and ensuring every team member understands the customer’s goals,” said Montgomery.
The StarCare CX program represents a significant shift in how the company approaches customer care. Lone Star is evolving from a traditional technology provider into a results-driven organization by combining cutting-edge technology with a service model focused on continuous improvement, proactive support, and long-term partnerships.
“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. This program ensures that Lone Star stays attuned to the ever-changing industry needs while maintaining its commitment to enhancing the customer experience. Through this transformation, the company is delivering measurable outcomes that not only meet but exceed the expectations of their clients.
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.
To view the interview, click this link.
You can listen to this episode and others like it by visiting our podcast page or any other podcast streaming service.