Brad joined PartsSource in May 2024, stepping into the role of Chief Customer Officer. His path into the healthcare sector, however, was paved long before this leadership position. Growing up as the son of a physician, he was immersed in the world of medicine from an early age. This unique upbringing not only provided him with a firsthand perspective on the healthcare system but also ignited a passion for the industry. Starting out at Children’s Minnesota as an Organizational Development (OD) & Learning Consultant, he quickly immersed himself in aligning strategy, culture, and human dynamics. “That alignment is key to driving organizational velocity and success,” Brad explains.
At Children’s, he participated in several Lean Six Sigma initiatives, honing a systems-thinking approach to transformation. One standout project involved centralizing and standardizing the organizational onboarding process. The results were transformative—enhanced employee engagement, higher satisfaction, and improved first-year retention rates. This accomplishment led to Brad’s first publication, a contribution to the book Creative Onboarding Programs.
After gaining valuable experience in organizational development, Brad transitioned into healthcare technology consulting. Here, he wore multiple hats—developing and delivering Epic training for physicians and nurses, managing business analysis and quality for technology implementation projects, and leading multi-million-dollar digital transformation programs for CIOs. Along the way, he also educated stakeholders nationwide on the complexities of the Accountable Care Act and HL7 standards, blending technical expertise with business development.
“This phase of my career was both challenging and rewarding,” Brad reflects. “It gave me the opportunity to obtain certifications as a Project Management Professional and Certified Scrum Master, which were invaluable in navigating complex projects.” Eventually, Brad shifted his focus to software, where he has spent the last 13 years. His roles spanned industries, including film, digital asset distribution, stadium and casino guest experience, staffing and recruiting, short-term vacation rentals, corporate real estate, and healthcare.
Brad’s commitment to continuous learning has been a cornerstone of his success. He earned a Master of Science in Business Analytics from the University of St. Thomas, a Lean Six Sigma Black Belt certification from Purdue University, and most recently, a Master Sales certification from Northwestern’s Kellogg School of Management.
Through it all, Brad remains driven by curiosity and a passion for growth. “I’ve always focused on building high-performing teams, leveraging data to inform decisions, and creating cultures where people enjoy their work and have opportunities to grow,” he says. That mindset has positioned him as a leader who embraces challenges and consistently drives impact.
Building Customer Success with a Human Touch
Organizations often sit on a mountain of siloed customer data, struggling to harness it effectively. Brad’s diverse experience across industries, data analytics, organizational dynamics, and digital transformation uniquely positions him to craft data-driven and customer-centric strategies. His approach emphasizes creating effortless customer experiences that balance the digital and human touch.
“As Chief Customer Officers, it is our role to ensure these experiences are seamless,” Brad explains, “and to invest in the right technologies to centralize customer data, generate insights, and turn those insights into prescriptive actions that drive impact and value.” He firmly believes that simply having data and insights isn’t enough. Without actionable outcomes, organizations risk inconsistent interpretations and varied results.
By streamlining data processes, Brad ensures Customer Success Managers (CSMs) spend less time analyzing and more time engaging with customers in meaningful ways. This, in turn, enables impactful conversations that deepen relationships and enhance value delivery.
For Brad, the heart of Customer Success lies in owning customer outcomes and ensuring clients achieve maximum value from their investments. “Customer Success teams need to understand the strategic objectives of their customers,” he says, “and align those goals with the products, services, and expertise we provide.”
But success isn’t limited to technology or adoption rates—it’s also about fostering connections. Brad encourages collaboration within the customer community, where one client’s experience can benefit another. “When we connect customers to share insights and strategies, it’s a win for everyone,” he explains. “Those seeking guidance gain valuable advice, while those sharing their stories take pride in helping others.”
He also stresses the importance of making every customer interaction count. Meetings should never feel obligatory; they should deliver curated insights or opportunities that energize and inspire. “Every touchpoint should leave the customer feeling empowered and valued,” Brad emphasizes.
Laying the Foundation for Customer-Centric Excellence
As PartsSource’s first Chief Customer Officer, Brad’s initial focus has been on establishing a robust foundation for customer-centricity. His approach begins with mapping the entire customer lifecycle, understanding the diverse personas and stakeholders the organization serves, and evaluating every customer touchpoint for optimal experience.
“Customer experience is not one-size-fits-all,” Brad notes. Different customers require tailored engagement models based on their unique needs, preferences, and goals. Instead of relying on a single, streamlined internal operating model, Brad advocates for segmenting customers and aligning engagement strategies to their specific segments. This nuanced approach becomes especially vital as organizations expand their product and service offerings.
At PartsSource, the introduction of a dedicated Customer Success team marks a significant shift. By addressing foundational challenges, the team develops customized playbooks that align with each segment. Their mission is clear: to own customer outcomes and drive advocacy through deep connections.
A cornerstone of the PartsSource’s strategy is the Value Creation Roadmap (VCR), a simple yet powerful tool that outlines a multi-year strategic plan. The roadmap is structured around three key workstreams: Optimize, Expand, and Innovate. “Optimize focuses on driving ongoing adoption and maximizing value,” Brad explains. “Expand looks at increasing the partnership’s impact, and Innovate explores groundbreaking areas for collaboration that push the boundaries of what we can achieve.”
Brad firmly believes that customer-centric leadership begins with a mission-driven culture. At PartsSource, that mission is “Ensuring Healthcare is Always On®.” Every employee understands how their role supports this goal. “Customer-centricity is woven into the fabric of our culture,” he says.
The company’s commitment to excellence is further reflected in its performance culture, which is anchored by five growth attributes: acting like an owner, serving with purpose, collaborating to win, adapting to thrive, and challenging the status quo. Brad highlights the connection between employee satisfaction and customer experience: “When we create an incredible employee experience, we naturally deliver an incredible customer experience.”
This focus on both internal and external excellence has earned PartsSource multiple accolades, including recognition as a Top 25 Healthcare Technology Company and a Newsweek Top 200 Most Loved Workplace.
Redefining Healthcare Supply Chains
While PartsSource was founded in 2001 as an e-commerce parts provider, its mission evolved significantly after Phil Settimi, MSE, MD, joined as President and CEO in 2014. His time spent directly with customers unveiled a web of inefficiencies plaguing biomedical technicians. From the long hours spent searching for replacement parts to procedural rooms sitting idle due to lengthy approval processes, the system was clearly broken. Settimi’s deep dive revealed alarming challenges, including supplier stock-outs, logistical failures, and poor data management. These inefficiencies were creating significant financial strain and operational setbacks for healthcare providers.
This pivotal insight led to the development of a groundbreaking managed service solution tailored to the unique needs of clinical engineering teams. The solution wasn’t just about replacing parts—it was about reimagining the medical device supply chain. PartsSource introduced a platform purpose-built to offer healthcare providers the highest-quality, most cost-effective, and reliable supply options. The launch of PartsSource PRO®, the first of its kind, established the company as a trusted partner to Healthcare Technology Management (HTM) leaders nationwide.
Brad, reflecting on the company’s trajectory, emphasized the importance of understanding the customer experience across every touchpoint. “PartsSource isn’t just another SaaS company,” he shared. “It’s a unique ecosystem that required me to immerse myself in its intricacies while learning directly from our customers to identify opportunities for improvement.”
PartsSource’s consultative approach focuses on tailoring procurement solutions to align with each client’s HTM profile and spend analysis. The impact is transformative: lowering healthcare costs, increasing clinical availability, and improving patient care quality. With its evidence-based PRECISION Procurement® tools, visual analytics, and peer benchmarking capabilities, PartsSource PRO equips HTM teams with powerful solutions.
The results speak volumes. Brad highlighted measurable outcomes such as workflow savings of 85 minutes per day per technician, a sixfold improvement in product quality with a Quality Return Rate of just 0.44%, and an impressive 23% reduction in immediate costs. These achievements reinforce PartsSource’s commitment to creating lasting value for healthcare providers and the patients they serve.
Insights for Overcoming Supply Chain Challenges
Supply chain disruptions are a reality for nearly every hospital and healthcare system, with 99% reporting shortages that force them to scramble for alternative vendors. When the stakes involve mission-critical parts and services, the pressure to act swiftly and effectively intensifies.
Recognizing this, PartsSource took a bold step forward by publishing its inaugural State of Healthcare Technology Management Insights Report. This comprehensive report serves as a guide for healthcare leaders seeking data-driven strategies to overcome supply chain challenges and improve clinical availability while reducing costs.
The report offers a deep dive into the evolving landscape of healthcare technology management. It explores the shift toward data-driven decision-making and shares actionable insights from HTM leaders who are navigating these challenges. “We aim to empower healthcare leaders,” Brad explained, “by arming them with the information they need to optimize clinical availability and make impactful changes.”
PartsSource’s Enterprise clients already benefit from regular, data-rich discussions with their Account Managers, but publishing this data set more broadly advances the company’s mission of Ensuring Healthcare is Always On®. The report presents never-before-seen data across five key opportunities for healthcare providers to reduce costs and enhance clinical availability.
This initiative reinforces PartsSource’s role as more than a supply chain provider—it positions the company as an essential partner in helping healthcare systems thrive amidst uncertainty. By translating complex challenges into actionable solutions, PartsSource is enabling hospitals and healthcare providers to achieve measurable results and fulfill their critical mission of delivering reliable patient care.
Redefining Success Through Metrics and Strategy
At PartsSource, success isn’t just about delivering solutions—it’s about creating enduring value for customers. To achieve this, the company employs a comprehensive set of metrics, including NPS (Net Promoter Score), CSAT (Customer Satisfaction), Retention, and a proprietary Customer Loyalty Index (CLI). These tools provide deep insights into customer experiences and help guide the company’s continuous improvement efforts.
A key step forward has been the implementation of Gainsight, a centralized customer intelligence platform designed to provide a unified view of customer needs and behaviors. In addition, PartsSource is actively investing in a dedicated Customer Success team whose sole focus is driving continuous value for clients, fostering relationships that last well into the future.
But PartsSource’s vision extends beyond its immediate customers—it aims to build a sense of community across the Healthcare Technology Management (HTM) industry. Recognizing the mounting pressures health systems face to reduce costs while maintaining high-quality care, PartsSource has taken a leadership role in providing actionable insights.
The company recently released a whitepaper exploring medical equipment management strategies. The findings reveal a striking opportunity: by taking a strategic, data-driven approach to medical equipment maintenance and repair—just a small portion of a healthcare system’s budget—organizations could save up to $2 billion in direct costs annually. Beyond financial savings, these strategies can dramatically improve equipment availability and uptime, ensuring that critical medical devices are ready when patients need them most.
“This is a pivotal moment for healthcare systems,” Brad noted. “We’re seeing a shift toward proactive medical equipment management, and it’s exciting to know that PartsSource is helping lead this transformation.”
Innovating for an Always-On Future
Innovation at PartsSource isn’t confined to technology—it’s a collaborative effort that blends advanced solutions with the collective expertise of customers and industry partners. The company is laser-focused on its mission: ensuring healthcare is always on.
A cornerstone of this mission is redefining the customer experience. As Chief Customer Officer, Brad has made it his priority to shape a next-generation Customer Experience organization that drives faster, more impactful collaboration with clients. While the specifics of what’s coming remain under wraps, Casemore emphasized that everything the team does supports minimizing clinical device downtime, ensuring that critical technology is always available to support patient care.
“Building innovative technology is just one piece of the puzzle,” he explained. “True customer value emerges when we harmonize people, processes, and technology. That’s where the Customer Experience organization plays a pivotal role—helping our clients digitally transform their operations and unlock greater clinical capacity.”
Brad’s role as the company’s first Chief Customer Officer brought unique challenges—and opportunities. Educating peers on the value and responsibilities of a CCO requires patience, communication, and a commitment to leading by example. “I tend to move fast,” he admitted, “but I’ve learned the importance of slowing down to bring everyone along for the journey. Building credibility and trust is essential to driving change.”
As PartsSource continues to push boundaries, the focus remains clear: empowering healthcare providers with innovative solutions that ensure clinical excellence and operational efficiency. With its unwavering dedication to advancing the healthcare industry, the company is poised to make an even greater impact in the years to come.
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