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Our Customer Support Philosophy: Investing in User Success

Published Date
Author conan fong

bob subu karin
Our Customer Support Philosophy: Investing in User Success

Our Customer Support Philosophy: Investing in User Success May 20, 2014

 

Our all-star user success team, led by Bob, Subu, and Karin, take care of you, so you can take care of your patients. I am awed by your customer service. You are responsive and thorough, knowledgeable and I am so lucky to have chosen your product. I am avoiding all the nightmare stories that I hear from many of my colleagues. You are outstanding and I am grateful!

– Barbara Peters, MD

In order to best meet the needs of its users, an EMR must be a service as well as a product. The best services don’t just provide functionality; they enhance users’ daily rituals in a way that’s easy, effective, and even enjoyable. We pride ourselves in building a product that our users love, based on user feedback, but we know that’s not enough. We want to support you every step of the way, making sure your needs are addressed and you’re never left alone. We prefer “user success” to “customer support,” because it communicates our goal and our philosophy: if we’re doing our job, we’re helping physicians successfully provide excellent care – and actually enjoy using an EMR to do so.

In this age of outsourcing, we’re proud to say that 100 percent of our user success team is in-house and available around the clock by email, phone, or webinar. Our team tackles the most urgent requests within 30 minutes, diving right in to see if there’s a bug and a quick fix for the problem, and provide a comprehensive response within 24 hours. Other interactions, particularly those involving improvement suggestions and feature requests, involve a more thoughtful conversation with the whole Elation team over several days. Whatever you need, we’ll be on it.

We’re constantly iterating on our product, and push out improvements every two weeks. The majority of those improvements come directly from user feedback. We deeply appreciate the time physicians take out of their already jam-packed days to provide us thoughtful feedback, and it’s our continuous dialogue with our users that sets us apart.

Our clinical first philosophy is rooted in our belief that the only way we can design and build products that work for physicians is by understanding their needs at the point of care. And the best way to do that is to shadow them as they work. By seeing how doctors use Elation in different clinical contexts (from a solo practice to a 24-person office), and by continuing to visit physicians over the long term, our support staff learns what works, what needs improvement, and how to help physicians best use Elation as they change or expand their practices.

 

We know we’ve made a difference with our users by the feedback they provide us. Here’s a note from Dr. Gregg Alexander, our first Ohio user:

I cannot say enough good things about my experiences with Elation’s support team. They have been responsive, courteous, understanding, patient, industrious, and tolerant. It has been a joy working with them!

People often think of support as a one-way street: a company’s staff provides a service to a customer, the customer receives the service. End of story. We see it as much more reciprocal. Yes, we’re helping solve our users’ problems, but they’re also helping us improve our service. This mutually beneficial — and, crucially, respectful — relationship makes both sides better.

How can Elation support your practice? Visit our website to learn more.