eCW Blog

How May We Help You?

Posted by support on Aug 21, 2012 3:35:07 PM

At the beginning of this year, we promised our customers that we would make significant investments in customer service. We have done that with new processes and adding 250+ more employees to service. Customers agree and have been commenting daily:

“I just got a call back from support within 90 seconds of submitting a support ticket,” said Dr. Nemishh Mehta, Bear Internal Medicine and Pediatrics, PA.

“Support has been so great for all of 2012. Thanks, eCW! “said Sasha Ballen, Ninth Street Internal Medicine.

“I have to say I’m very impressed that eCW now seems to have support available essentially 7 days per week almost 24 hours per day - they called me to work on the ticket both on Saturday (was still away on vacation) and Sunday as I had requested,” said Jeff Sicat, Virginia Weight & Wellness. “He logged in and fixed it all on the spot and understood the issue I was having with no explanation necessary and fixed it all immediately.”

Have you noticed how good our support has been? In the past six months, 98% of cases opened were responded to and addressed within the Service Level Agreement. These numbers have translated towards customer satisfaction as 97% of customers report being satisfied in the past six months and 91% of customers surveyed were willing to be references for the service they received. Compare this to the results of a National Customer Service Survey on Computer Tech Support that found customers reported being very satisfied an average of 52% of the time.

My.eClinicalWorks.com

Simply log-in to the my.eClinicalWorks.com portal where you can easily utilize our new support channel and communicate with a member of support via live chat or by opening a ticket, all designed to improve your overall experience.

Live chat provides real-time assistance on product related questions. Typical questions encountered on live chat are: ask an expert, you can’t wait for a case response, need an instant answer on a question, or want to connect with a knowledge specialist. We have a technical account manager respond and resolve any routine break-fix cases rapidly.

Future

Our goal for the second half of 2012 and beyond is to continuously build upon our customer service as we understand our success is directly connected to your comprehensive use of our solutions. Therefore, your feedback is both welcome and necessary for us to continue evolving our processes. We take the information gathered from reaching out to customers and use this to improve.

Combined, we are working toward Improving Healthcare Together®.

Topics: eClinicalWorks, customer service, EHR, support