Dear Clients,
Many of you are currently experiencing long wait times to get a call back from our customer support group. We want to explain what happened and what we are doing about it. We want to assure you that this is a temporary situation, and we are adding staff to deal with it. The wait times will decrease to normal shortly.Several recent events combined to push the capacity of our Client Services team to an unprecedented level. This negatively impacted some clients, and you may have seen several posts on the board about it. As the summer came to a close, our clients started thinking about the October 1 deadline for Meaningful Use attestation. In the past month, we have serviced literally thousands of customers for Meaningful Use education and attestation, and we spend as many as two hours with clients to ensure successful attestation.In addition, more than one thousand clients have been assisted with setting up their Amazing Charts Patient Portal. Finally, a NewCrop outage brought in literally hundreds of new service calls in just one day.While all of this was going on, we helped nearly one thousand practices upgrade to V7, a process that can take several hours.As of this writing, we plan to be caught back up with our call backlog in the next several days.No one should be experiencing significant delays in hearing back from us, or using chat to contact us in real time.To prevent future backlogs, we have invested to hire additional staff in Client Services and are adding new technicians as quickly as we can.In the meantime, thank you for your patience and understanding as we strive to deliver the excellent service and support to you, even during a ?perfect storm? of events like the one we recently experienced.
Sincerely,
Trish Viveiros
Director of Client Services
