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ParaFest Panel: Support as a Differentiator - Bringing Customers to the Forefront

This morning ParaFest ‘10 started off with a strong line-up of customer panelists weighing in on everything from how to best integrate Chat into your support mix to establishing a “customer happiness index.”

Panelists Tammy Woodruff (Coremetrics, and one of this year’s Legend Maker award winners), Scott Montgomery (e-MDs), Doug Young, (finalsite), Hugh Ujhazy (Hitachi Data System) and Jon Landau (Huddle.net) offered plenty of practical advice and predictions.

As far as making customer support a competitive differentiator, Doug Young probably said it best: “In our business there are lots of lower-priced options, but our support is a big selling point and justifies our price point. For us, customer support is not a cost, but a real part of the product.”

The session wrapped up with each panelist asked to give just one parting piece of advice for fellow Paraturians. Some good stuff we’ll share in a future post.

Download this customer success story

In today’s medical environment, physicians are pressed to see as many patients as possible. Often, that means staying late to catch up on paperwork accumulated throughout the day.

Technology from e-MDs is changing that. The company’s electronic health record (EHR) software allows physicians and their staffs to document patient visits electronically with just a few clicks – saving time and improving documentation.

EHRs also allow practices to eliminate cumbersome paper charts – a huge time saver for staff and a critical customer service tool since patient information is now available from any computer with the EHR software. It is a true mission-critical application.

That’s why e-MDs’ customer support response times are so vital.

“If a doctor has an issue with his computer, he needs help immediately to access patient records or chart information,” said James Foster, client data operations manager at e-MDs.

Download this customer success story and discover how electronic health record (EHR) software provider e-MDs empowered their customers to help themselves and reduced critical issue resolution times by 80%.