As the business world moves faster every day, companies are finding it more and more difficult to keep up with the demands of customer service. Nowhere is this more evident than in the health information technology (“Health IT”) industry. Medical professionals rely more heavily on Health IT than ever because patient lives are at stake. It is imperative, therefore, that customer service in Health IT be exceptional.
Exceptional customer service in Health IT is time sensitive. Companies that provide medical equipment and software need to offer 24/7/365 support in order to remain competitive and successful in the marketplace.
Epiphany Cardio understands the meaning of exceptional customer service. With 24/7/365 support in multiple time zones around the world and support technicians available at all times, Epiphany is a company that knows the importance of being there for our customers. We provide a highly educated and involved support staff that has a vested interest in supporting our customers.
Epiphany goes a step beyond what is expected for exceptional customer support with its new Customer Advocacy Program (“CAP”). The CAP program is designed to keep us in touch with our customers on a regular basis. Each Epiphany user has its own clinical resource, a CAP Representative. We offer web training for new users, answer questions and address needs from existing users, and assist in analyzing and solving workflow problems in the clinical environment. Our CAP initiative enables us to be proactive and act quickly when new demands are expressed.
At Epiphany, we welcome customer feedback; our customers are encouraged to share their suggestions for enhancing the current application. It is our goal to provide the best solutions to challenges our customers face in managing diagnostic test results.
As the healthcare industry continues to evolve at a record pace, it has become crucial for healthcare providers to rely on the customer service skills of their equipment and software providers. It is important not to settle for less than exceptional customer service. At Epiphany, “above-and-beyond” customer service is what we strive to provide.