• DJO Healthcare Solutions provides quality orthopedic products, software solutions, and services. 
• MotionMD, the company’s technology platform, has become a market leader and a winner of numerous awards.
• The Customer Success Team has helped bolster the company’s customer retention rate by providing expertise and knowledge.

About DJO Global

DJO Global’s business unit DJO Healthcare Solutions is a provider of quality orthopedic products, software solutions, and services. DJO believes activity is key to supporting patients’ return to a healthier lifestyle, better treatment outcomes, and improved healthcare economics for all. DJO delivers a complete orthopedic continuum of care from performance and mobility to surgical intervention and postoperative rehabilitation. 

DJO Healthcare Solutions’ technology platform, MotionMD has become the market leader in its space, winning an Edison award for innovation, earning HITRUST Security recognition for four years in a row, and doubling Software as a Service (SaaS) revenue over the last year and currently at 3.5 million patient agreements, across 28 thousand providers at over two thousand locations. The Customer Success Team is considered a core driver of growth and a key competitive advantage. 

MotionMD’s Customer Success Team

The Customer Success Team was created over the past two years to support the DJO Healthcare Solutions team with MotionMD from SaaS to invoicing to cash collection, as well as other customer success feedback metrics. 

Staffed by industry-experienced DJO employees, this Customer Success team offers coast-to-coast support for the most effective knowledge-sharing, analytics and data, and response time. Instant feedback and early alerts allow the team to work hand in hand with product managers, implementation leads, and developers to provide seamless customer service. 

In addition to the financial and operational contributions this team has made over the last year, DJO has also received numerous emails from customers who are absolutely thrilled with the experience and responsiveness. DJO’s customer retention rate is currently 99%+ since this time last year.

DJO Global won a Silver Stevie for Customer Service Awards Success Categories - Customer Service Success - Technology Industries in the 2021 Stevie Awards for Sales & Customer Service®. 

Interested in entering the 2022 Stevie Awards for Sales & Customer Service?

When families are in need of nannies, senior caregivers, personal assistants, or other household caregivers to help those in need, it’s important to help those families and individuals to find and to select the best care available. Care.com HomePay (formerly Breedlove & Associates) is based in Austin, Texas, United States, and has fulfilled these needs for more than 60,000 families. They do so through employment payroll, taxes, and HR support. They won the People’s Choice Stevie® Award for Favorite Customer Service and a Silver Stevie Award for Customer Service Department of the Year in the 2018 Stevie Awards for Sales & Customer Service.

Receiving Great Feedback

HomePay provides comprehensive services for busy families so they can save time and focus on their loved ones. Eva MacCleery is the director of consulting at HomePay, and she comments on the impact of winning two Stevies.

“To say it was a morale boost for our consulting team is an understatement. We consistently get great feedback and reviews from the families we serve, but to have them vote for us in the People’s Choice Awards speaks volumes.”

Making Life Easier

HomePay wouldn’t exist if not for the dilemma faced by their cofounders, Stephanie and Bill Breedlove. When they hired their first nanny, they had no idea how payroll and taxes worked for a household employee, but they knew it was their responsibility to pay her legally. They soon realized how complex this was and knew there were probably tens of thousands of families across the country struggling with the same challenges.

“Most tax professionals didn’t want to take on the additional labor law and HR-related compliance requirements that come with hiring a household employee,” explains MacCleery. “So Stephanie and Bill made sure our service would always be a truly comprehensive solution that families could feel comfortable using.”

While every HomePay employee is unique, each one truly enjoys the feeling of helping another person. 

“In a niche industry, where the majority of our clients have no idea how to handle federal and state payroll and tax responsibilities, HomePay facilitates that part of the process to make their lives easier,” MacCleery adds. 

Keeping Them on Their Toes

Many states and cities have recently enacted incredibly strict laws regarding household employment. In many cases, these laws even exceed the requirements of existing federal laws. Because of the complex nature of household employment, clients seek to speak with real people when they need help. 

“These laws result in giving additional benefits to workers,” says MacCleery. “We’ve seen higher minimum wage and paid-time-off requirements go into effect in municipalities all across the country.”

HomePay makes sure their clients know the laws and provides the tools they need to stay in compliance, and these legal changes constantly keep them on their toes.

When someone calls HomePay, one of their consultants usually answers the phone on the first ring. All team members are well trained, meaning they can answer any question that arises. Detailed notes are always taken. This way, if a client calls back, whoever helps that person can pick up where the last consultant left off.