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OIS Customer Service
"TELCOR customer service was always responsive and excellent to work with."
--Bryan Black
IS Analyst
St. Dominic's Jackson Memorial Hospital
TELCOR is customer focused and provides many services besides extended product warranty including:
- ON-SITE SYSTEM REVIEWS
TELCOR performs on-site system reviews of the Billing Information System to assist the customer in optimizing use and receiving maximum benefit from the application.
- NEW VERSIONS
TELCOR significantly reinvests in the product evolution of the OIS applications to meet changing customer requirements, maintain leading edge technology and continually improve workflow efficiencies. TELCOR provides new version updates semi-annually for each application. Customer input significantly impacts the content of each release. Look for release notes outlining the features of the updated version in the About section of the reference manual and from online help.
- QUESTIONS
TELCOR has answers! TELCOR is available for all product questions as they occur during and after implementation. While extensive documentation and online help are available, sometimes direct discussion is the best, and TELCOR has trained professionals to assist you.
- DATABASE SPECIFICATIONS
All TELCOR OIS products use SQL Server as the database, which gives the customer great flexibility in data extraction and custom reporting using third party tools. To aid our customers, TELCOR provides, upon request, the Database Specifications for the applications licensed. Additionally, service personnel respond to questions on data, relationships and definitions to make sure the customer accurately obtains the desired results.
- MONTHLY ISSUE REPORTS
Customer calls to TELCOR are documented as an "issue". The issues are categorized and prioritized and the customer receives a report every month of all issues Opened and Closed during the previous reporting period.
- REGULATORY UPDATES
TELCOR is committed to enhancing the applications with new outreach laboratory federal and state requirements, as well as changes to the HIPAA regulations that affect the products.
- IMPLEMENTATION and METRICS ASSESSMENT
After implementation and each year thereafter, TELCOR surveys each OIS customer to assess their application use and satisfaction level. Suggestions for process and product improvements are documented and often addressed in subsequent releases.
- TEST SYSTEM
TELCOR assists the customer with implementation and use of Test System(s). TELCOR will provide two version update processes – one to the test system and one to the product system.
- SUPPORT
An executed Service Agreement extends warranty support for the term of the agreement and all product anomalies are prioritized and resolved according to their priority. TELCOR works on any critical issues until resolved at the customer site. Issues prioritized as high are automatically included in the next version release and medium issues are scheduled for release in future versions.
- USER GROUP MEETING
An OIS User Group Meeting has been established to give our customers of the OIS products the opportunity to interact with each other, learn industry trends and gain product knowledge. A TELCOR User Forum was also created from the TELCOR website that allows customers to post topics for review and reply by other TELCOR OIS customers.
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