We are excited to announce some recent changes to our customer support organization that will improve your Updox experience.

First, we want to acknowledge that we?ve had some support issues over the last several months. Even though we haven?t been able to respond as quickly as we would like, we want to assure you that our customers are our top priority. The issues we?ve had are unacceptable to us, which is why we?ve made some big changes.

My name is Tobin Juday, and as one of the co-founders of Updox, I have spent the last five years developing the product. Last month, I made the move to begin managing our customer support organization. My first change was to rename our group from Customer Support to Customer Experience. We aren?t just here to support you, we are here to ensure that you have a great experience with Updox, both the company and the service.

The changes I?m outlining below are just the beginning. Be on the lookout for more communications from me and more changes. We may not always get it right the first time, but we will learn, adapt, and continue to enhance our processes. Our goal is for every customer to love our service and feel good about Updox?ing!

Changing the Organization
In addition to my move, we?ve added more structure into our organization. We now have a more defined first level of support that is available to help answer quick questions and triage problems. We now have a second level of support to handle the tougher problems and work with our development team when needed. We are also very excited about a new group we are creating to specifically work with new customers with the goal of getting them trained and getting all of those early questions answered quickly. As you may guess, new Updox users typically have more questions than older customers, so this should really free up our first level customer experience team to quickly get back to you.

Measuring and Communicating
We realize you can?t improve what you don?t measure. You may have already noticed that at the bottom of our support emails, there is a now a link which will allow you to rate the service you?ve received. Please do take just a minute to let us know how we?re doing, good or bad. We are definitely paying attention to this and want to hear from you regardless of what you?re experience has been.

We are also committed to keeping you better updated. If you haven?t visited it yet, we now how a status page (http://status.updox.com) which provides up-to-date information on our systems.

Planning for the Future
We are hard at work reviewing our processes, making sure that we are working efficiently and finding areas where we can fine-tune how we operate. We have (and will continue to) look at how cases may be handed from one customer experience rep to another to make sure this handoff is perfectly smooth. We are investigating how we handle cases that come in on off-hours (nights/weekends) and are starting to track more detailed metrics to make sure we are providing a fantastic experience for our customers.

In the next couple of weeks, you will also see a customer satisfaction survey show up in your Updox inbox. It will be very short, but will be invaluable to us to judge how you think we?re doing and what we can do to improve. We want input from all of our users, not just providers or office managers, so please do take a minute or two to fill out the survey when it comes out.

We are also putting the finishing touches on the addition of a new ?support id?, which is a unique ID for each of our customers to use when contacting us. By sending us your support id along with your request, our system will be able to more quickly identify you and help us solve your problem faster.

We are excited for the future, and we are very proud to be a part of your practice and help contribute to your goal of providing high quality, cost effective care. Thanks to all of you for your patience and for being a part of the Updox community. We take your experience with us very seriously and we hope that we?ll have the opportunity to continue to do so for many, many years.

Tobin Juday
VP, Customer Experience