Thanks for sharing your concerns about technical support and apologize for not responding to your inquires in a timely manner. I became technical support manager in May 2009 and have since implemented the following changes:
o We added 2 additional technical support team members in early September.
o We added 24-7 coverage for technical support - also in early September.
o We added a 2 hour turn around goal for voice mail messages. (This is aside from a "crash" - if a practice is down and cannot access Amazing Charts on any computer - we triage these for immediate action.)
o We added additional in house training for the team - just getting started in an organized fashion including assessment of team member capabilities.
o My team and I will be monitoring the User Board and responding to issues and questions. I am also available for direct contact if you do not get the issues resolved in a timely and/or accurate manner via email- trish@amazingcharts.com
Trish
Hi, Trish. That's nice to hear. Unfortunately, my install problems started in the middle of
October and no one would return messages that had been left until sometimes
a week later. In fact, we typically did not receive
any responses to messages left on your answering machine and found it nearly impossible to get anyone on the phone during the week that we were calling trying to get help. Not good when you're in the middle of clinic attempting to see patients and the Amazing Charts installation has not only failed, but taken out your Practice Management software as well. You clearly don't have enough techs to meet the demand. And those demands will likely rise exponentially once version 5 is released.
