Premier NX has won a prestigious Stevie® Award, earning recognition in the Innovation in Customer Service category. This award, a special collaboration between the Stevie Awards and SOCAP International, aims to recognize outstanding achievement and leadership in customer care.
Premier NX received high praise for its work with a medical device company seeking to help more patients stay connected with their healthcare professionals to improve post-surgical recovery outcomes.
Redesigning Follow-Up Around Patients, Not Process
Premier NX worked with a medical device client to improve post-surgical follow-up after traditional phone outreach was reaching only about 20% of patients. Many patients were recovering at home, unable to engage easily by phone. Premier NX redesigned the outreach model around two-way messaging while keeping live-agent access available when patients needed help. The result was a jump in connection rates to close to 60%, nearly tripling effective reach.
Higher engagement did more than improve responsiveness. It enabled stronger follow-up data capture on drainage volumes and healing timelines, giving healthcare providers better visibility into how patients were recovering after surgery and generating more useful feedback to inform ongoing product and care improvements. The redesigned process also simplified communication by consolidating outreach under a single toll-free number and removing an additional SMS platform.
“The best service models start by meeting people where they are, especially during high-stress moments,” said Ali Din, Chief Executive Officer of Premier NX. “In this case, we worked with our client, recognizing that patients recovering from surgery needed follow-up in a form that felt easier to engage with during recovery. The goal was not simply to improve response rates. It was to make support more accessible, more thoughtful, and better aligned to the patient experience.”
Recognition Reflects a Broader Shift in Customer Service Design
The recognition underscores a broader shift in customer service design: effective support is not about defaulting to traditional methods, but about creating practical, human-centered solutions for the real situations customers face. For Premier NX, this recognition reflects its focus on helping clients design service experiences that are easier to access, more human in practice, and better aligned to measurable patient and business outcomes.
For Premier NX, this recognition reinforces what innovation in customer service should mean: not technology for its own sake or cost reduction alone, but support designed around the client’s needs and the real-world experience of the people being served.
About Premier NX
Premier NX is a tech-enabled services provider specializing in customer experience, IT outsourcing, digital transformation, sales enablement, analytics, and financial operations (finance and accounting services). Through a global workforce and right-shoring model, Premier NX delivers co-sourcing solutions designed to improve business performance and client outcomes.
For more information, visit premiernx.com.
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Isra Naqvi
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Premier NX
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