Company: athenahealth
Company Description: athenahealth partners with healthcare organizations across the care continuum to drive clinical and operational results. Our expert teams build modern technology on an open, connected ecosystem, yielding insights that make a difference for our customers and their patients. Our vision is to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
Nomination Category: Business Development Awards Categories
Nomination Sub Category: Business Development Achievement of the Year - All Other Industries
 Nomination Title: The athenahealth Marketplace: Driving revenue and customer retention through partnership
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 239 words used.
- athenahealth Marketplace app store: Explore new features like powerful search functionality with capability and specialty filters, curated search results, Accelerate Partner tiering, customer ratings and reviews, solution descriptions, and the number of practices and specialties using the product. Partner listings also provide data sheets, case studies, website links, product demos, contact forms, and more.
- Video Testimonials: Hear from partners, provider customers and athenahealth executives about what makes the Marketplace unique and how the program helps their businesses.
- Case Studies: Learn how three customers benefited from using integrated partner solutions, including how TrustCare Health saw over 2,000% ROI, saved hundreds of hours on operations, significantly reduced bad debt, and increased overall patient payments.
- [REDACTED FOR PUBLICATION]
- Also includes examples of the improved Partner Community and Marketplace app store, and information on our new Marketplace Diversity & Inclusion program, which already includes 22 eligible partners.
- Partner PR/Marketing: In 2022, 17 partners announced their partnership via press release, resulting in 30+ pieces of solid media coverage. With access to extensive marketing services to connect with customers, the media, and athenahealth customer-facing teams, partners frequently use provided Marketplace collateral templates and resources.
- Developer Portal: Visit the resource hub that provides tools, API access, and sandbox testing for partners and customers to develop integrated solutions that enhance the value and functionality offered by athenahealth services.
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the nominated achievement since July 1, 2020, OR written answers to the questions? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- Outline the nominated achievement since July 1 2020 that you wish to bring to the judges' attention (up to 250 words):
Total 246 words used.
Successfully extending the value and diversity of athenahealth’s solutions, the athenahealth Marketplace has seen tremendous and consistent growth among partners and customers since its founding. Between July 1, 2020, and July 1, 2022, the number of partner solutions available through the Marketplace grew significantly [REDACTED FOR PUBLICATION]. Additionally, partner revenue increased by 89% from 2019 to 2021.
Customer adoption of Marketplace partner solutions [REDACTED FOR PUBLICATION] also grew markedly, with thousands of new connections each year and athenahealth's largest revenue-driving and most strategic customer base is showing the highest adoption of partner solutions among all athenahealth customer segments [REDACTED FOR PUBLICATION]. [REDACTED FOR PUBLICATION] Marketplace partner adoption is a key driver for customer retention, a very important metric for a SaaS-based solution provider.
[REDACTED FOR PUBLICATION]
athenahealth has continued to make enhancements to the Marketplace to support the growth in partner adoption by customers and in partners joining the Marketplace. This includes our new and improved app store, Partner Community, and Diversity & Inclusion Partnership Program, and continued investments in platform, developer portal and API connection capabilities.
- Briefly describe the nominated organization: its history and past performance (up to 200 words):
Total 200 words used.
athenahealth provides network-enabled software and services for medical groups and health systems nationwide. Our cloud-based electronic health record, medical billing, and patient engagement solutions enable more than 155,000 providers on our nationwide network to increase clinical efficiency, optimize financial performance, and improve patient outcomes.
The athenahealth Marketplace, [REDACTED FOR PUBLICATION] is a flourishing community of innovative companies bringing best-in-class solutions to athenahealth’s growing provider base, allowing them to create more personalized experiences to support their specific needs. As one of the largest EHR app stores in the healthcare IT industry, the Marketplace was purpose-built to serve the unique needs of athenahealth customers while driving meaningful value and growth for partners connecting to the largest, most connected network in healthcare. It is a significant way in which athenahealth works to fulfill its vision to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all. Customers have a single destination where they can find more than 370 innovative IT solutions across 62 capabilities and 60 specialties that are seamlessly integrated with athenahealth’s athenaOne platform.
Today over 65% of athenahealth customers leverage at least one Marketplace solution [REDACTED FOR PUBLICATION].
- Explain why the achievement you have highlighted is unique or significant. If possible compare the achievement to the performance of other players in your industry and/or to the organization's past performance (up to 250 words):
Total 247 words used.
athenahealth has increased its investment in our partner’s success to drive mutually beneficial outcomes for the customers we both serve. Key success enablers include:
- Operations: Revised our operating model to automate more of the process, which has improved partner speed-to-market considerably [REDACTED FOR PUBLICATION].
- Re-launched enhanced app store based on direct customer feedback, increasing site visits and [REDACTED FOR PUBLICATION] unique visitors leveraging the new specialty filters, thus improving the relevancy of search results and recommended partner solutions.
- Launched a new Partner Community, a personalized resource hub where partners can access everything needed for a successful relationship with athenahealth, including program resources, customer leads, and account management, which helped to reduce support cases [REDACTED FOR PUBLICATION].
- Partnerships of all sizes and stages are enabled via athenahealth’s largest open API library and a multitude of connection capabilities, enabling partners to scale to support growing usage by our customers.
- Customer-First: Additionally, we took a customer-centric approach to redefining the value story of the Marketplace program, interviewing our customers and customer-facing teams to enhance the way we help providers find the right partners that will help them achieve better outcomes in their practice. [REDACTED FOR PUBLICATION]
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