The Importance of Providing Industry-Leading Service and Support
by Anibal Jodorcovsky, Chief Customer Officer, Intelerad
Like most solution providers in our industry, we are always working hard to develop industry-leading technology products that drive business and promote better patient care. However, as a company that was born in a hospital, we have a deep understanding of how technical issues can impact radiologist’s work. That’s why we put so much emphasis on providing our customers with the best possible support.
Intelerad solutions are complex products that exist in ever-evolving and dynamic environments, which are subject to constant changes from different vendors. In order to deliver optimal support, our team undergoes a great deal of training to ensure their knowledge and skills are second to none. Also, as our team has grown, we’ve been very picky about who we hire. This doesn’t always make our lives easier, but it ensures that customers are receiving a consistent level of support.
In terms of our philosophy when it comes to providing service, our services and support department focuses on two main aspects. First and foremost, we need to be responsive – making sure that our clients can reach a support technician, have access to the information they need, and understand what we’re doing to address their problems. We have worked hard to excel in this area (only one call per thousand goes to voicemail), which has helped our support to be recognized as an industry leader.
The second is making sure we follow through on our commitments. Like all relationships, trust is important, which is why we communicate thoroughly with customers and use an online ticketing system that customers can access themselves to track pending issues. By providing this level visibility and transparency, customers better understand what’s causing the issue at hand and are clear on what we’re doing to resolve it.
To enhance communication with our customers, we also have a user forum and development wish lists so our clients can reach out to us directly about features they would like to see added to our solutions. From there, we can influence the product roadmap, knowing that it will be beneficial, as it comes directly from clients’ requests.
Providing this level of service is what keeps our customers happy. In terms of statistics, over five years, KLAS data shows Intelerad as being far above the industry average for service and support satisfaction levels, as you can see in the following analysis.
For all of our efforts, I’m proud to say that we’ve developed a reputation amongst our customers for going the extra mile. For example, if an issue is related to integration with a third-party system, we get on the phone ourselves with the appropriate provider to resolve a customer issue instead of having the customer go back and forth between different software providers. In other cases, we take the time to chat with customers to better explain how our products can be fully leveraged. After all, at the end of day, we want to get the technology out of the way so our end users can provide better healthcare for all patients.