Efficient and Knowledgeable Responses
On average, your phone call is answered in less than 30 seconds with most questions answered during the initial call. When a client calls EHS, they will find the support representative answering the call is not a glorified telephone operator. EHS support representatives participate in weekly training sessions to ensure that they are prepared to answer your questions. Our Call Avoidance Initiative allows our support management team to examine why our customers are calling into Support and then work to develop recorded training sessions or innovative software solutions to resolve the most common issues for our customers.
Tracking and Reporting
EHS uses a sophisticated tracking/reporting system designed to exclusively support the EHS client base. This system allows customers to call, e-mail, fax, or log their own questions and issues into our Support website. If the question or issue is more complex, the same tracking/reporting system escalates the issue until there is resolution. Issues entered in the system are tracked and seamlessly managed to ensure adequate communication and follow-up.
After Hours
The practice of medicine isn’t simply a 40-hour-a-week job. Patients get sick after office hours, and clinicians need to know that their software solution maintains the same support normally associated with regular office hours. When calling after hours, the on-call representative will personally return phone calls. Just as with business-hour calls, the on-call representative will work tirelessly to resolve customer issues, including mobilizing resources in other departments as needed.
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