Customer service - supportGuarantors 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.