Customer service - support

Guarantors of the satisfaction of professionals... and the safety of their patients

A team working closely with customers, every day

While our satisfaction indicators (regularly measured by our quality department) are on green, this does not prevent those responsible for customer service from relentlessly pursuing efforts to improve both the skills of personnel in charge of maintenance and the way requests are processed, or to simplify administrative procedures.

The customer service department, in charge of all “post-deployment” actions among customers, performs multiple tasks such as technical support, but also contributes to upgrading solutions. They are aware of the needs and demands of the users.

“Technicians are well aware that behind our software products, at the end of the line, are patients who must be perfectly cared for by professionals on a daily basis”

Isabelle Balesdens, head of the application maintenance department

 

Rigorous follow-up of requests and adapted tools

While the telephone is still widely used, in some cases, to communicate with support services, our processes are primarily based on a dedicated support portal. Customers can report any issue or ask questions, and are assigned “tickets” that facilitate the efficient follow-up of each request, as well as the traceability of exchanges. Support teams include functional focal points that each stakeholder can call upon if necessary. For example, for the maintenance of the DPI (electronic healthcare record), five focal points provide expertise in the different fields of application. When a ticket is closed, the customer receives a notification for a satisfaction survey. If the results of the survey do not comply with our quality standards, the support manager always contact the customer in question.  

Functional data sheets and skills matrices

The customer portal also allows you to download dozens of functional data sheets that provide answers to the most frequently asked questions. These data sheets can therefore be used by customers, but also serve as a knowledge base for all the Group’s departments.

Lastly, the skills of maintenance technicians are of course a key element of customer satisfaction. This is why they complete very specific tables every year, referred to as skills matrices, to assess training and knowledge refreshing needs. An essential tool to guide the action of focal points in adapting their internal training sessions.

Discover Evolucare

International strategy

Evolucare Labs

Our Expertise
5

Production

5

Interoperability

5

Projects & Deployment

5

Customer service

5

Quality & Safety

5

Cross functions

Our partners
Working at Evolucare

Hospitals / Clinics

Critical Care

5

Surgical Process

5
Anesthesia
5
Intensive Care
Medical Imaging
5
RIS-PACS
5
Consoles
5
Sharing
5
Teleradiology
Ophtalmologie-IA

Ophthalmology

Nursing Home
5

Disabled People

5
Elderly People
5
HR & Scheduling
5
Management
Sie werden auf die Website OPHTAI.COM der Evolucare-Gruppe weitergeleitet.
You will be redirected to the OPHTAI.COM website of Evolucare Group.
Vous allez être redirigé sur le site OPHTAI.COM du Groupe Evolucare.

Evolucare entdecken

Internationale Strategie

Evolucare Labs

Unsere kompetenzen

5

Produktion

5

Interoperabilität

5

Projekte & Implementierung

5

Kundenservice

5

Qualität - Sicherheit

5

Querschnittsabteilungen

Partnernetzwerk

Arbeiten bei Evolucare

Découvrir Evolucare

Nos partenaires

Nos formations

Evolucare Labs

Expertises et métiers

5

Recherche et Développement

5

Interopérabilité

5

Projets et déploiement

5

Service client & support

5

Qualité et sécurité

5

Fonctions transverses

Recrutement

5

Travailler chez Evolucare

5

Nos offres sur Indeed

5

Nous retrouver sur WTTJ

Krankenhause

Intensivpflege

5

Chirurgischen Prozesses

5
Anästhesieakte
5
Intensivstationen
Medizinische Bildgebung
5
RIS-PACS
5
Bildschirm-Konsole
5
Verbreitung
5
Teleradiologie
Ophtalmologie-IA

Ophthalmologie

Sozialer Pflegebereich
5

Behinderungen

5
Ältere Leute
5
Personalwesen
5
Verwaltung
Médico-Social
5
DUI Handicap
5
EHPAD
5
ARGOSS
5
RH & Planning
5
Gestion
Hébergement HDS

Sanitaire

5

Sanitaire MCO

5

Sanitaire hors MCO

Soins critiques

5
Processus chirurgical
5
Anesthésie
5
Réanimation
Imagerie médicale
5
RIS-PACS-MACS
5
Consoles
5
Diffusion
5
Téléradiologie
5
Modules connectés
Ophtalmologie-IA

Ophtalmologie

Ségur de la santé
5
Le Ségur de la santé et nous
5
Tous les articles Ségur
ESMS Numérique