Hi Kris,
I apologize for the delayed communication on this change but in effort to provide the highest level support to our ACPM clients, we feel this change will help us achieve our goal. We still do provide both the phone option and email option to reach our support department. Our preferred option would be email as it is easier for the clients to describe the issue and show examples for our team to be able to research prior to contacting you back to help streamline the process. This will help save time for both our team and your practice in obtaining a resolution. Again, we appreciate your understanding and cooperation to this process change.
Regards,
Jeremy
Herein lies the difference from IT and medical people
This thinking behind this response is based on people who live and die by email and monitor it constantly. Most (non-administrative) people in the medical world do NOT monitor email constantly and cannot use it as a form of "live" support. Many of the practices using AC do their own support. They are the first line, not an IT support person.
Many of the questions we have had regarding ACPM were billing technical and could not have been handled by IT anyway.
So the real issue will be whether AC can cover the telephones sufficiently to make up for the loss of service (think NO CALLBACK). This has not been something AC has done well in the past, although it was compensated by the fact that chat was usually quick and efficient. Email is not a sufficient option! By remoting, you can achieve the examples you expect to get by email (that one's somewhat hard to justify, how complex of an email do you expect?).
Now what was the goal you were trying to achieve?
