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Allastair Meffen is one of the leading voices shaping the customer service department at Definitive Healthcare, a provider of healthcare commercial intelligence for over 2,600 customers. With nearly two decades of experience in customer advocacy roles in the healthcare technology space, he has been instrumental to the evolution and growth of Definitive Healthcare’s award-winning customer service department.
As a testament to Allastair achievements, he was promoted to Vice President of Customer Experience in January 2021. Over his 5-year tenure at Definitive Healthcare, Allastair has worked his way up from Director of Customer Success and Associate Vice President of Customer Experience, earning rapid promotions due to his leadership skills and eye for improving the customer experience.
Since joining Definitive Healthcare in 2017, Allastair has helped the customer success team grow from 18 to 80 employees and helped the company improve its Net Promoter Score by 50% from 2020 to 2021. Allastair also helped the customer experience team achieve a 95% Customer Satisfaction Score (CSAT) rating based on 23,000 customer tickets in 2021. This score is much higher than the average U.S. computer software customer satisfaction benchmark of 75%-85%.
Additionally, Allastair has made numerous improvements to the programs we have in place at Definitive Healthcare to improve the customer experience and reduce churn. For example, in late-2020, Allastair recognized a need to curate a better digital experience for Definitive Healthcare’s customers. As a result, he created a digital experience program that evolved into a dedicated five-person digital experience team by the end of 2021.
In 2021, Allastair led a revamp of our customer onboarding process to ensure better outcomes and value delivery at the onset of the customer relationship. Since the new onboarding process went live at the end of April 2021, we have experienced incredibly promising results. We had 100% of new clients engage in outcomes discussions during the kick-off call, and over 86% engaged in outcome discussions and training. Finally, our average churn score decreased in just a few months due to the new processes in place.
Outside his work at Definitive Healthcare, Allastair is also deeply involved in mentorship and training for other professionals within the customer service industry. In 2021, he joined the customer experience management (CXM) advisory board at Michigan State University to support the development of a dynamic and integrative CXM community by facilitating the sharing of industry best practices and elevating the skill sets of industry professionals. Additionally, Allastair shared his expertise on three customer success podcasts in 2021 to highlight best practices for others in the field.
Finally, Allastair and his department have been recognized for his achievements with various awards, including:
- 2022 Nominee for Top 100 Customer Marketing & Advocacy Influencers & Strategists
- 2021 Finalists for North American Customer Centricity awards for Customer Service and Customer Experience Team
- 2020 Bronze Stevie Award for Customer Service Executive of the Year
- 2020 Gold Stevie Award for Achievement in Customer Satisfaction
- 2020 Silver Award for Customer Service Department of the Year
