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Epiphany Healthcare Blog

Support Contracts: Continuing the Customer Satisfaction Experience

Posted by Monya S. Lindsey on August 16, 2017 at 4:15 PM

Epiphany Healthcare continually strives to meet the needs of our customers. We focus on satisfaction and understanding how to assist you, our customer partner. This focus, alone, drives us to consistently work hard to provide excellent satisfaction each and every time we connect.

One of the ways we strive to meet the needs of our customers is through support maintenance agreements. Why do we focus on support maintenance agreements? We focus on support agreements because of the important value it provides our customers. The support agreement extends the useful life of Cardio Server. The support agreement also provides 24/7/365 support by dedicated specialists and includes upgrades, patches, versions model numbers, product name changes, etc. Software system issues are unexpected and typically occur at the worst possible time. Our support agreements are designed to provide peace of mind and assist with the management of unexpected issues. partnership.jpg

How many times have you overlooked a support contract and it expired? Have you ever experienced an out-of-support situation and support was delayed due to an inactive support agreement? Some of our customer partners have found themselves in one or more of these unexpected scenarios. Epiphany recognizes things happen and have a dedicated team prepared and ready to assist you.

My role as the Support Contract Administrator is to ensure that our customer partners maintain a support agreement. This allows me to continue the customer satisfaction experience by actively engaging our customers with support contract details. This simplified approach involves analyzing customers’ current licenses, generating maintenance agreements, distributing agreements 90 days prior to expiration, and following up 45 days prior to expiration. We engage our customers to ensure each contract is accurate and that support is maintained to avoid support delays.

Our support maintenance process has proven to be an added and satisfying value to our customer partners who applaud us for consistent and proactive follow-up efforts. Let’s face it, we all get busy from day-to-day tasks and may overlook pertinent information. With Epiphany, you don’t have to worry about initiating the annual renewal process for your support contract. We will contact you to start the renewal process and help you maintain support. Please feel free to contact me at (919) 259-0272 to discuss your support maintenance options today.

  

monya.pngMonya S. Lindsey

Epiphany Healthcare
Support Contract Administrator
Office/Primary:(919) 259-0272
[email protected]



 

Topics: Customer support, Customer satisfaction