Fleur Kerssemakers. Customer Success Lead.

Since February 2023, Fleur has been the driving force behind patient and user experiences at Caro Health. As Customer Success Lead, she plays a key role in ensuring that both patients and healthcare professionals are optimally supported in their use of the Caro app. In her diverse role, she coordinates implementation projects, acts as the central contact point for healthcare institutions, and translates customer feedback into concrete improvements. We spoke with Fleur about her work, her motivations, and the impact she makes.

Rapid growth within Caro

Fleur began her career at Caro with a clear mission: to make a direct impact in healthcare within a small, dynamic team. She started in the implementation team, where she guided healthcare organizations through a smooth onboarding of the Caro Health platform. She quickly progressed to her current role as Customer Success Lead. In this position, she leads the Customer Success team and serves as the central contact point for healthcare institutions. Her mission? To ensure that Caro's solution seamlessly meets the needs of both patients and caregivers so that the healthcare sector can operate more efficiently and patient-centered. 

"I was immediately excited about the opportunity to work with so many different clinics and healthcare providers," Fleur shares. "In this role, you get a unique behind-the-scenes look at various treatment pathways and patient groups. That versatility, combined with the impact you can make, makes the work incredibly engaging."

Additionally, she experiences Caro as an ideal environment for growth: "Caro is the perfect place to develop yourself. Here, you not only get a lot of responsibility but also the freedom to make decisions. This means that everyone within the team sees a piece of themselves reflected in what we build together."

Healthcare technology with Impact

Fleur is committed to further developing Caro into a solution that adds value for both patients and healthcare professionals. “Patients often enter a care pathway at a time that demands a lot from them, both physically and mentally. It is precisely then that you want to support them as well as possible and provide the most pleasant experience. Caro can make a significant difference in that. The platform provides guidance and supports patients at every step of their treatment pathway.”

But it is not only about the patient, Fleur emphasizes: “Healthcare professionals must feel supported, not burdened. Caro is designed to make their work clearer and lighter. During the implementation phase, it is our job to prepare the clinic to achieve the best results. It is wonderful to see how healthcare professionals ultimately experience the difference Caro makes, not only for their patients but also for their own work.”

The key to successful implementation

Every new pathway begins with an implementation period of about four weeks. In this phase, Fleur ensures that care pathways are seamlessly integrated into the Caro app and that healthcare professionals receive the right training to work with confidence. For Fleur, the key to success is actively involving healthcare professionals in every step of the process. “The most beautiful thing is to see initial skeptics transform into enthusiastic Caro users. Once they experience how Caro truly improves their work and the lives of their patients, all the efforts are worth it.”

Feedback as the engine of innovation

As a bridge between patients, healthcare professionals, and the Development team, Fleur plays a crucial role in continuously improving Caro. Feedback from users is translated into concrete improvements, ranging from small UI adjustments to new functionalities such as AI translations. “What I find so powerful about Caro is how agile the platform is. We can rapidly develop new functionalities that make a direct impact. One example of this is our AI translation tool, which enables us to translate complete treatment pathways with a single click into any desired language. This makes Caro accessible for patients with different backgrounds and languages, whether it's English, Turkish, or Arabic.”

Adapting to the future of healthcare

Looking ahead, Fleur sees a future in which Caro plays an indispensable role in healthcare: “Every patient deserves a digital assistant like Caro that guides them through their treatment. As we quickly adapt to changes in healthcare and technology, I am convinced that we can reach more and more patients. In this way, we become an essential part of the healthcare process, making care more accessible, efficient, and human.”