Case Study: Practice Fusion keeps a pulse on customer feedback and prioritizes its product roadmap with UserVoice

How the #1 electronic health record platform keeps a pulse on customer feedback

Practice Fusion is the fastest-growing U.S. healthcare platform and the leading cloud-based electronic health record (EHR) used by 112,000 monthly active medical professionals serving 75 million patients. As a mid-market Healthcare SaaS headquartered in San Francisco, the team had built 100+ features to support diverse users (physicians, nurses, billers) but struggled to accept, organize, and prioritize customer feedback securely—previous forums produced duplicate posts, user frustration, and lacked pre-moderation for sensitive medical contexts.

In 2015 Practice Fusion adopted UserVoice to centralize and moderate feedback, prioritize top user-requested ideas, and close the feedback loop with stakeholders. The platform increased participation (about 40% of users have engaged), helped the team tackle 60 user-initiated requests, saved hundreds of person-hours, and created process and time efficiencies—allowing Practice Fusion to make strategic, customer-driven roadmap decisions and continue building features directly informed by users.

Practice Fusion

Matt Douglass

Co-Founder and SVP Customer Experience