IT Services in Healthcare

The Client

A leading provider of IT Services to some of the largest healthcare IT vendors in Europe & Asia.

The Requirement

When we first partnered with the client, they were a startup with a team of incredibly smart developers who delivered excellent technical solutions. However, their client-facing skills were a challenge. Feedback from clients highlighted issues like:

“Your people do the work, but they don’t talk.” “Your team needs to make us aware of possibilities early on.” “We’re not sure if they understand our needs—they don’t ask enough questions.”

The low CSAT scores reflected these concerns, and the client needed a way to bridge the gap.

Our Observation

  • After speaking with a few team members, we realized many of them came from smaller cities and towns
  • They struggled with cultural differences and were hesitant to speak up, fearing they might make mistakes
  • This lack of confidence kept them from leading discussions or fully engaging with clients.

Our Solutions

To address these challenges, we launched a “Confident Communicators” program that spread over six months:

  • Structured Learning Interventions: We designed six training modules, delivered one per month, focusing on key areas like:
    • Presenting ideas clearly and confidently
    • Asking clarifying questions and making suggestions
    • Providing updates proactively
  • Practical Tools and Verbatim: We provided ready-to-use frameworks and examples for participants to use during client interactions, making it easier for them to frame their thoughts
  • Impactful Communication Skills: Additional modules focused on influencing clients, building personal brands, and taking ownership of interactions.
  • Support beyond Training: To ensure sustainable results, we collaborated with the HR team to create communication enhancement “huddles”. These were run by the internal training team at the participants pace

Result

The transformation was remarkable:

The Outcome

  • Participants gained confidence and knew exactly how to frame their thoughts and communicate effectively during client interactions
  • CSAT scores improved significantly, and recurring feedback about communication challenges was drastically reduced.
  • The team transitioned from just being great technical contributors to becoming trusted advisors for their clients.

This program not only helped individuals grow but also strengthened the client’s reputation for providing a holistic and professional service.

Other Stories