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Epiphany Healthcare Blog

How Epiphany Reduces Repetitive Support Calls with Root Cause Analysis

Posted by Jeff Drabek on October 25, 2017 at 2:57 PM

I became Support Manager at Epiphany in 2016 after working in technical support for Epiphany and learning the application. With 18 years’ experience in IT support, I know that a great product without great technical support loses customers to competition. Both factors, great product and great support, have to be in place for customer retention.

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When I took over as manager, I found that Epiphany’s technical support team, like many other technical support teams, focused on closing metrics. My experience taught me that closing cases as fast as possible does not always satisfy our customers.  Instead, using this method could lead to repetitive support calls on the same problem. I needed to change that metric and mentality to increase customer satisfaction and customer retention.

We changed the focus in our team. We asked them to slow down and focus on individual customer calls to thoroughly understand the root of the problem and not just the symptom of the problem. Focus on solving the root cause of the problem.

When our support technicians slow down, they spend more time discussing and understanding the customer’s environment and workflow requirements. They get to the root of the problem. They also spend more time documenting their findings and solutions. Greater understanding and documentation results in solutions that are leveraged by other team members when a different customer calls with a similar problem. 

A further step in our changed process was the implementation of the ‘round-robin’ support model. Previously, support calls would get assigned to whomever was available. With a close-as-fast-as-possible mentality and metric, technicians were motivated to close support calls without digging down to the root cause. Once solved, they were assigned another support call and another support call and another support call. With round robin, there is an equal distribution of calls amongst the support technicians. Some cases are simple and some complex. The technicians spend more time getting to the root cause on both the simple and complex calls. When they are finished with the simple cases, they have time to thoroughly document their work and time to clear out any backlog.

Epiphany has a great product that makes a difference in people’s lives. Our job as a support team is to provide you, our customer, with great support. Customers under support represent 95.5% of our total installed base.  We are focused on it; will continue to do so.

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Jeff Drabek
Epiphany Healthcare
Technical Support Manager
Office/Primary:(919) 354-5021
jeffdrabek@epiphanyhd.com

Topics: Cardio Server Support, Customer support, analysis, root cause

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
MonyaLindsey@EpiphanyHD.com



 

Topics: Customer support, Customer satisfaction

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