We spoke with one of FSI's newest team members, Erica Crowe, Senior Implementation Project Manager, about her previous experience working with CMMS, digging into the implementation process, and what keeps her motivated at work.
Can you tell us about your work at Medxcel before coming to FSI?
I was at Medxcel for about four years in CMMS Support Technician roles, primarily supporting the CMMS application and providing technical assistance for end users at over 130 facilities. I worked closely with program managers on implementing new projects within the CMMS and standardizing new processes.
As a previous CMMS Support Technician, you have a unique perspective and familiarity working with CMMS platforms. How has your expertise prepared you for your new role as a Senior Implementation PM at FSI?
My past experience prepared me well to understand what our users are experiencing as they adjust to using FSI, and to anticipate what they may need in terms of implementation support. On our kickoff calls with new customers it’s a great ice breaker to be able to say, I used to be an FSI customer so I understand both sides of the wall and I can relate on that level.
At Medxcel I was supporting a large organization that treated onboarding new segments similarly to FSI’s implementation process, which has been a nice mental reference point in the transition to my current role. Overall, I think my previous roles gave me a great basis of experience and understanding of both the product and process, and allows me to connect with our new customers and really assure them that I know what they’re going through and how to help them.
Before joining FSI, you worked with David Fox, FSI's Director of Implementation and Special Projects, at Medxcel. Has the shared background led to any changes in how the Implementation Team operates?
At Medxcel, David was the director of Operational Data, which is what the CMMS Support team was under. Our existing working relationship has helped a lot in terms of understanding expectations and goals of leadership, as well as being able to communicate quickly and easily to reach solutions for users.
What interested you about making the switch from healthcare organizations into software supporting healthcare professionals?
I don’t really see the switch as a complete change. Broadly speaking, my current role feels comparable on a lot of levels to my previous experience in supporting users as they adjust to using their CMMS, so it’s a similar lane. I am very logical and understand the healthcare space well so the knowledge and skills I gained from past roles has been a great base.
What fuels you when it comes to your work?
Reaching milestones in projects is a big motivator – each time we wrap up a piece of an implementation and cross it off the list we get to see the real time progression and impact of the work we’re doing every day. Witnessing tangible change and knowing the customer is happy with their experience is what keeps me going.
Which of FSI's four company values resonates with you the most?
“One Team” is the value that really sticks out. Through everything, we work as a team to coordinate timelines and make sure a project is undertaken in an organized way with everyone playing their role in support of a bigger end goal. Everything is done with a team mindset, especially when it comes to unavoidable little hiccups in projects. If anyone needs help with a task or project, there is no shortage of peers willing to pitch in to problem solve. I think it’s very appealing to our customers to see how team-oriented the company is, knowing that we value our work so much so we are absolutely going to value the work we put in toward their goals.
How do you spend your time outside of work?
In the summer, I spend a lot of time outside with friends and family. I live not too far from a baseball stadium and outdoor social area so we spend time there frequently. I’m big on experiences, food, and traveling.