Customer Communication FAQs
What is being announced?
On Wednesday, January 16, PerfectServe will issue a press release announcing two pieces of news: the acquisition of Telmediq, the #1 KLAS-rated vendor for secure communication, and that K1 Investment Management has become the company’s primary investor enabling this, and future strategic growth and acquisition opportunities.
Company Vision / Strategic Direction
What is PerfectServe’s ultimate vision?
CC&C is a foundational component of a care team collaboration platform strategy. Our vision is to leverage the strengths of these two CC&C solutions to build the care team collaboration platform of the future – one that serves all care team members, including the patient.
The Telmediq acquisition is an important step in this broader care team collaboration platform strategy. We continue to explore additional potential acquisitions to help expand our product suite and allow us to service you better. We look forward to enabling new, more efficient workflows and packaging new capabilities in ways that simplify the acquisition and management of a full suite of integrated care team collaboration capabilities.
This vision, which has been guided by Gartner’s research into the Real-Time Healthcare System, is to bring to market a platform that is separate from, transcends, and is fully integrated with the EHR and all other point-of-care technologies.
Our goal is to eliminate the waste inherent in care delivery workflows and make it easy for clinicians to overcome persistent care coordination challenges that have existed in the industry for years.
Why is this change good for me?
This change is good for you because while both companies are leaders in the CC&C space, each solution has different strengths. Our strategy is to support both platforms and integrate them so that the strengths of one can be brought to the other; new capabilities will be brought to your current solution set, which you may choose to deploy at your convenience.
For example, PerfectServe clients will have access to Telmediq’s call center capability and nurse mobility expertise, and Telmediq clients will have access to the power of PerfectServe’s Dynamic Intelligent Routing.
Will you continue to support both platforms?
Yes. The company will support the PerfectServe and Telmediq platforms going forward; there will be no disruption in services, the solutions, or your CC&C investment. Because each platform employs a cloud-based Service Oriented Architecture (SOA), we can integrate complementary features. This will allow you to keep your current infrastructure and enhance workflows with modular deployment of new capabilities.
What leadership or organizational changes can we expect for the PerfectServe or Telmediq teams?
Both leadership teams will continue to manage the business. Roles may shift and organic changes may happen over time, but we are focused on retaining all of our talented leaders and staff members. Naturally, we expect there to be organizational changes as we work through the integration process, however we expect any changes that occur will be in the best interest of our clients and the patients they serve.
As we grow, our people will continue to be a critical part of our success and we will leverage their experience across the companies.
Additionally, we are absolutely committed to minimizing disruption to our clients, and you will continue to work with your current PerfectServe representatives.
How are you going to integrate these solutions and make them work together?
Both PerfectServe and Telmediq are cloud-based solutions built on a Service Oriented Architecture (SOA). This is great for our clients because it enables us to integrate complementary features across solutions, and it will allow you to keep your current infrastructure while deploying new capabilities in a modular fashion, over time.
What is the new brand for the company?
We have not made any branding decisions at this time. Both products will retain their current brand. As we move through the integration process, we will keep you apprised of any brand migration decisions.
How will my relationship with PerfectServe/account reps change?
There will be no changes to the account representatives or your working relationship with PerfectServe, other than any changes that are part of the normal evolution of the business.
Do I need to be concerned about a lapse in the quality of our relationship with PerfectServe?
No. You do not need to be concerned about a lapse in the quality of your relationship with PerfectServe. In fact, our goal is to further enhance our relationship by bringing additional value-added capabilities through integration, organic development and additional acquisitions.
Will my fees change?
No. Your current contract terms and associated fees will not change.
Which services/support will be cut?
There will be no changes in services or support related to the Telmediq acquisition or our new investor partner. In fact, we hope you’ve noticed an improvement in our support processes as we’ve implemented several changes over the past few months.
Is the development roadmap going to change?
Yes. While we are staying the course on our current organic development, we expect our roadmap will be enhanced based on our integration work and future acquisitions.
Why did PerfectServe acquire Telmediq?
Telmediq is the top-rated CC&C vendor in KLAS, and with its call center solution, nurse mobility (including nurse call and shared devices), mass notification functionality, strong customer relationships and high satisfaction scores, it brings great value to the PerfectServe portfolio.
Combined with PerfectServe’s superior workflow engine, practice communications management expertise, scalable architecture and impressive customer base, this acquisition forms the cornerstone of our broader care team collaboration strategy and vision.
Will I need to migrate to a new CC&C platform because of this acquisition?
No. We will continue to develop and support both solutions according to current product roadmaps. We are laser-focused on minimizing disruption for our customers.
K1 Investment Management
Why did K1 invest in PerfectServe?
PerfectServe’s leadership in the clinical communications market – due to our technical platform and vision, as well as our customer tenure and retention rates – clearly sets us apart.
K1 researched our space and concluded there was an opportunity for someone to take the leadership position. After investing a great deal of time and effort learning about PerfectServe, they felt we had the strongest foundation upon which to build the market-leading solution. K1’s leadership was energized by our team and our plan, and they felt they could bring the additional resources we need to win together.
Who is K1 and what are their mission, vision & values?
K1 Investment Management, LLC is a West Coast-based private equity firm investing in high-growth private companies across North America. They seek to help dynamic businesses achieve successful outcomes by identifying and executing organic and acquisition-based growth opportunities that can position these companies as industry leaders. Their team members have been investing in software companies for over 20 years.
What are K1’s strategic intentions with PerfectServe?
K1 typically invests alongside strong management teams that continue to guide their organizations on a day-to-day basis. As partners, they seek to provide meaningful strategic and financial support to help companies reach their full potential.
K1 views our CC&C technology and vision as the foundation upon which further growth can be built – both organic and acquisition-based. K1 will help us expand our CC&C platform to accelerate growth as our market reaches mainstream adoption in healthcare.