11 months ago
CEO Rone Baldwin Provides Mid-Year Business Update
As we approach the end of the second quarter, I would like to provide you with an update on our business as we continue to focus on enhancing the One Call patient, provider and customer experience.
I am excited that our value proposition continues to resonate in the market. During the first half of 2019, we closed on 13 new customer relationships.
Further, the development and implementations of our Polaris technology are progressing well. As of this week, we have successfully migrated 60% of our Top 50 customers onto the Polaris platform. We are on target to migrate the vast majority of our customers by the end of the year. As you yourself may be experiencing, Polaris users report satisfaction ratings of 4.6 out of 5 stars on average. We will continue to leverage users’ feedback to evolve the overall customer experience.
Technology is only one element of a multi-faceted (and so far very well received) plan to drastically improve the One Call customer service experience. We are deploying service delivery teams based on the unique needs of our various customer types. These teams operate like small businesses, with members collaborating to improve operating performance and to ensure ease of doing business, relationship management and timely and accurate service delivery for customers and injured workers alike.
Getting injured workers back to work and life is what drives this organization and me. Our RelayRIDE℠ ride-sharing partnership with Lyft is helping us achieve that mission. We have fulfilled nearly 600,000 rides through this innovative offering. Injured workers report satisfaction ratings of 4.8 out of 5 stars and we are helping to lessen the number of missed appointments.
Lastly, from a financial perspective, I would like to share that One Call is stable and secure. The company is fully compliant with its debt covenants and meeting all of its legal and financial obligations, and we expect this to continue to be the case. Further, we continue to invest in our people and our technology.
I am proud of and confident in the One Call team. The tenacity with which our people approach the challenges in front of them is what truly makes us a unique and strong company. We continue to bring on new business and make significant improvements on the technology and service delivery fronts. I challenge our team every day to remember the reason we do what we do: helping the injured workers we serve return to life and work.