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Gabriel Fallas
Gabriel Fallas Member Posts: 55 Expert
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@Veronique Montreuil We're definitely in a different industry, but there is some overlap. 

We use our high-end technology to service non-emergency medical transportation (NEMT) needs. In the fall of last year, we launched a portal that would allow clients (healthcare facilities) to manage NEMT requests online and at any time. However, this is not a requirement, and many of our clients prefer to continue utilize our Call Center or Support team to manage their patient NEMT services. 

I do believe that in these instances, the concept of "building long term relationships" is more relevant than ever. It won't be the end all solution, as their can be strategy shifts as you mentioned, but it will only help. Truly seeking to become a "trusted advisor" and SME will set a foundation so that even if you lose the client and your champions in turn move to a different company, they'll want you and will advocate for you.