MRO is proud to begin the 2021 calendar year with two recent awards received for our commitment to superior customer experience. For the eighth year in a row, MRO is KLAS-rated #1 for Release of Information (ROI) services. Additionally, for the fifth year in a row, MRO’s team was recognized by the Stevie Award group for providing exceptional service to our clients.
Best in KLAS Report 2021 for ROI Services
KLAS is a data-driven company on a mission to improve the world’s healthcare by enabling provider and payer voices to be heard and counted. Working with thousands of healthcare professionals, KLAS collects insights on software, services, and medical equipment to deliver reports, trending data and statistical overviews. The 2021 Best in KLAS report includes performance indicators to help provide better context and transparency of vendor performance. In addition to displaying the overall KLAS score for each evaluated service, KLAS displays letter grades associated with the five key categories.
As 2021 Best in KLAS, MRO was rated #1 for ROI services with an overall performance score 89.2 out of 100. MRO also received high scores across all five graded categories—loyalty, operations, services, relationship, and value.
MRO’s solutions feature 21st century automation tools including robotic processing automation (RPA), intelligent guidance for users, a multilayered QC program, award-winning customer service and scalability to meet any client’s needs. One of the ways in which MRO continues to provide a superior customer experience is by reviewing and responding to feedback that we receive. KLAS is an important tool that enables us to hear what our clients think about our products, services, and team members.
Stevie Award for Customer Service
The Stevie Awards for Sales & Customer Service are the world’s top honors for customer service, contact center, business development and sales professionals. The Stevie Awards organizes eight of the world’s leading business awards programs, including the prestigious American Business Awards® and International Business Awards®. More than 2,600 nominations from organizations in 48 nations of all sizes and in virtually every industry were evaluated in this year’s competition. Winners were determined by the average scores of more than 180 professionals worldwide on seven specialized judging committees.
This year, MRO’s Client Services team was awarded a Bronze Stevie for Best Customer Engagement Initiative. This category recognizes customer engagement initiatives that created a positive customer experience that has maintained or increased customer loyalty.
MRO’s Client Services team is composed of Client Operations and Client Relations. While the operations team focuses on day-to-day activities with staff members at our facilities, the relations team focuses on account management and overall partnership development with the client. Beginning mid-2019, a unique model was created in which these teams partnered to provide a positive customer experience. Prior to the implementation of this model, our operations team dealt with limited client relations directors to ensure client satisfaction. Due to busy schedules, limited bandwidth of teams, and geographical breadth of our clients, MRO saw the need to expand the client relations team and create a partnership between the two teams to further increase customer engagement and loyalty.
As a result of the entire MRO team’s efforts, client engagement and satisfaction have continued to increase. Not only can this be recognized through the achievement of a Stevie Award, but also through the Best in KLAS designation.
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