Once the sale is made (i.e. the customer signs the contract), there is an onboarding process that must happen before the customer starts using PainCheck and paying for it. As I understand it, the process involves the following (in no particular order):
- Commission the software: install it on the relevant devices, set up the accounts and users, set up integration with the facility's management systems and so on.
- Train the software: the software has to be trained with each patient's "at ease" appearance (i.e. no pain).
- Train the staff: staff need to be shown how to use the application to monitor existing patients, onboard new patients by themselves, review/retrain the software for existing patients if necessary.
- Some staff may also need an update on the Abbey Pain Scale, as consistency with this is critical for PainCheck to provide accurate results.
I would hope that the company is undertaking an extensive "train the trainers" programme with the sales agents to improve the rollout rate. But there is a risk here that if rollout quality suffers as a result then customers are not going to renew, and it will damage the credibility of the software in the market.
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