Questions about PE-backed medical group, answered in the words of the people who did the work. The engagement itself is on its own page.
Which part of the scoring model did the client challenge most?
The effectiveness of the practitioner. Most of these are small offices, three to eight employees, and the personal relationship a practitioner builds with their clients is very hard to score. They rarely ask for reviews, so you do not see it in conversion rates. You see it in retention. We ended up pegging practitioner effectiveness to retention rates, and even that is hard, because these small medical offices are very sticky. Once someone trusts the person actually working on them, that goes further than almost anything, and it is very difficult to leave. That was the hardest thing for us to model and score.
What did the client's own data first confirm?
The first thing the data confirmed is that they are paying far too much for services that have become very cheap: website creation, hosting, the connections between their tools. They have brought in basically no AI, so they are carrying old vendor contracts spread across dozens of offices that probably made sense when they were signed. Websites are the clearest case. They are paying hundreds of dollars a month per site for something whose price has come down enormously. What has been enlightening is seeing the actual cash going out tied to specific lines, each one something AI can fix.