The Power of Partnership: Why Our Customers Stay

SaaS companies call it churn, others call it attrition or turnover. Whatever you call it, the number of customers that leave in a given period is a key metric for any business, and at Persimmony, it's one we're very proud of.

Understanding the Numbers

Over the past 22 years we've lost very few customers. So few, in fact, that we might be setting industry records. Our average annual churn rate of 1.8% per year is unique. To put this in perspective, let's look at typical customer churn in the software industry:

• Enterprise SaaS companies typically see 6-10% of their customers leave each year
• Small and medium-sized business software experiences 20-30% annual churn
• Even the best-in-class, mission-critical software providers average 2-5% annual churn

Our 1.8% annual churn rate isn't just a number – it's a testament to the deep relationships we've built with our healthcare partners over more than two decades.

The Secret to Lasting Partnerships

Born from Real-World Experience

Our journey didn't begin on a flipchart or a PPT with theoretical ideas about what healthcare professionals might need. Instead, we started as a custom software development company, working hand-in-hand with dozens of health departments. This hands-on experience shaped every aspect of our software.

For our first decade, we focused exclusively on building solutions alongside our customers. Every feature, every workflow, and every interface element was crafted based on real-world needs and feedback with our customers as architects and testers. This foundation of practical experience continues to influence our development philosophy today.

Service That Goes Beyond Support

While our service model has evolved over the years – from direct access to our founder to our current streamlined yet personal approach – our core commitment remains unchanged: ensuring our customers' success.

We understand that behind every support ticket and feature request lies an important mission: improving community health outcomes. That's why our support isn't just about resolving technical issues; it's about partnering with our customers to achieve their goals.

Focused Excellence

In an era where many software providers try to be everything to everyone, we've chosen a different path. We maintain a laser focus on healthcare software for home visitation programs. Why? Because we understand that field work presents unique challenges that can't be addressed with one-size-fits-all solutions.

This specialized focus allows us to:

• Deeply understand the specific workflows of field healthcare workers
• Address the unique challenges of mobile data collection and management
• Create interfaces that work both in the field and in the office
• Maintain compliance with healthcare-specific regulations and requirements

Innovation with Purpose

Our evolution from a simple Microsoft Access database to today's comprehensive Suite of products didn't happen overnight. It's been a journey of continuous innovation, driven by our customers' evolving needs and emerging technologies.

But we don't innovate just for innovation's sake. Every new feature and improvement is purposefully designed to enhance:

• Usability: Making complex tasks simpler and more intuitive
• Stability: Ensuring reliable performance when it matters most
• Security: Protecting sensitive healthcare data with industry-leading measures
• Efficiency: Streamlining workflows to save valuable time

Looking Forward

As we continue to grow and evolve, our commitment to these core principles remains steadfast. Our remarkably low churn rate isn't just a metric we're proud of – it's a responsibility we take seriously. It drives us to maintain the high standards our partners have come to expect while continuously seeking ways to better serve their needs.

In an industry where change is constant, we believe that maintaining focus, prioritizing genuine partnerships, and innovating with purpose are more important than ever. These aren't just business strategies; they're the foundations of lasting relationships that help our customers make a real difference in their communities.

That's why our customers stay. And that's why we'll continue to stay focused on what matters most: their success.