Working with Customer Success (CS) Team to collaborate with customers both in the business and information systems by analyzing data, solving problems and finding creative solutions

Abstract

This report describes the internship work performed by author at ResMed as a Junior Business Analyst, part of Customer Success Team under Healthcare Informatics department, during April 4, 2016 to July 8, 2016. ResMed is a global manufacturer of CPAP (Continuous Positive Airway Pressure) masks, machines and other products that diagnose, treat or help manage sleep-disordered breathing (particularly sleep apnea), chronic obstructive pulmonary disease (COPD), or other respiratory conditions. They have three main products for managing sleep apnea therapy, named U-Sleep, myAir and recently launched AirView. ResMed Halifax’s flagship product, U-Sleep, is a solution that helps organizations to better monitor and manage how well their sleep therapy patients are following the recommended use of their therapy. The way U-Sleep works is by using the “Management by Exception” strategy, which allows companies to define rulesets for therapy compliance. The Customer Success (CS) Team works under global Healthcare Informatics (HI) Department and focuses on increasing customer adoption and promoting effective use of HI solutions through active monitoring and outreach. This internship was composed of different parts and tasks. Initial tasks were more focused on getting the understanding of the processes, tools and data, later tasks were focused on the actual hands-on various projects. During this internship, author get chance to work on different projects like Capacity Model, Population Results, Churn Rate, Weekly Customer Insight Report/Customer Trending Reports, Operational metrics, Biweekly Salesforce.com log reports and Salesforce.com Development. The experience gained by author during his internship at ResMed working as a Junior Business Analyst was very educational. During this internship, author get chance to implement the knowledge he learned during Master of Health Informatics into practice. Author utilize various skills and knowledge like SQL, Web Development, Statistical, Research Methods, Health Information Systems & Issues, Change Management and Organizational Management during this internship.