Tripling patient connection rates earns Premier NX a Stevie Award. * 13 May 2026 Image credit: https://premiernx.com/ At a glance AI-assisted overview, optimised for journalists, search & news aggregators Premier NX has won a Stevie Award for Innovation in Customer Service by significantly improving patient connection rates for a medical device company. By redesigning the follow-up process to include two-way messaging, Premier NX increased patient engagement from 20% to nearly 60%, enhancing post-surgical recovery monitoring and feedback. This recognition highlights a shift towards more accessible and patient-centred customer service solutions. New Providence, NJ - May 13, 2026 Premier NX has won a prestigious Stevie(R) 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 media inquiries Isra Naqvi Head of Marketing Premier NX +1 931-999-7630 [email protected] Visit us on social media: Facebook LinkedIn Instagram YouTube Get more news like this on Google. Set News By Wire as a 'Preferred News Source' to get quicker access to news that's important.

From Silver to stellar: Premier BPO's Customer Service Team wins coveted Stevie Award.