What customer support means at wawa

How we support fertility clinics at wawa

Last week we sat down with Rufus Morgan who leads patient management for Avenues. Avenues is one of our partner clinics in London who are using wawa as their complete Operating System. We asked Rufus how it is to work with the wawa team. See the video for his full response. But in short, he said:

“The support is one of the best things about wawa”

Statements like Rufus’ make us happy. Because customer support means a lot to us and it’s a big part of what we do. We also know that getting the right support from their systems providers is crucial for clinics. So here are a few reflections on how we approach customer support at wawa.

Our chairman Kevin Kimber was previously the VP of Sales at ServiceNow.

He says it well: “wawa is a SaaS company. Software as a Service. Most other SaaS companies focus almost entirely on the first “S”: The Software. But wawa is first and foremost a Service company. We exist to support Fertility Clinics.”

wawa exists to help fertility clinics do the best possible job they can for patients who undergo treatment. It’s as simple as that. And when clinics trust wawa with the backbone of their infrastructure - we treat that with the respect and care it deserves. Therefore customer support, or clinic support, is extremely important for wawa. And we hold ourselves to high standards.

We manage our support in Intercom. Our partner clinics can reach out when they have questions or need help. We track our results in Intercom and hold ourselves accountable.

Here are a few results from the last 90 days:

• 1 minute 18 seconds first response time
• 94% of support conversations are rated Great or Amazing

What do we do to achieve that?

Here are a few things we do to ensure clinics get the service they need:

1. we trust in the importance of great customer support.
2. all of the wawa team does customer support. We all have the intercom app installed with notifications enabled when a customer reaches out.
3. when a new person joins the team they own intercom for 2 weeks - supporting clinics is a part of all our jobs.
4. we strive to give clinics support 24/7.
5. we guarantee reliability and server uptime and if downtime should happen we will reimburse clinics - this is a standard part of our contracts.
6. we train customers and have regular calls to ensure they get the most out of wawa and we continue to innovate.

Doing support like this is a big investment. But it’s how we will build a long term relationship with each of our partner clinics.

And it’s the right thing to do.