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Was just informed by Support Chat that ACPM will no longer be doing live chat on Support?!?! Have been trying to get them since yesterday afternoon, and since this morning they haven't been an option in the live chat dropdown...but was told nothing by Amazing Charts!!! Wish we had been notified of this change. Phone messages and e-mail with support are very slow and time consuming in my opinion.

Just thought I would share in case any of you are trying to reach out to them.

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

Jeremy:

This is a considerable reduction in the support level. For my staff to sit around and wait for a phone call or email while they have a problem is not satisfactory. Members of ACPM, revolt, cuz this is revolting. I can only assume this portends the end of ACPM and PriMed has found it a money losing proposition. Don't couch a reduction like this as an enhancement. Even the most gullable of physicians will find that laughable.

I may be interested in purchasing the code and starting a PM company and take this off PriMed's hands. Oh, wait, I forgot, there is already a company doing that...MedFx...from whom PriMed made their problematic foray. When is ACPM being discontinued??

Sandy

I have to agree with Sandymar,

Now this is from my own experience (although I did Google it), but I find of the three, chat, phone and email; chat is, by far, the best user experience:

-- Chat should be manned the entire time support is open. If there is no one available at the moment, it can say that in the queue.
-- No one wants to sit there on the phone waiting for someone on the phone.
-- I don't understand how email is helpful. Do you wait for a call back? This would be difficult. Or is the answer sent via a reply email.
-- The user experience with AC has always been difficulty waiting for support. I would say that 95% of those who complain on the board as to support connections, they are routed by users to use the ping service.
-- Chat allows for a print out or email of the support chat
-- Chat allows for a site address which takes you directly to the correct page on AC
-- Chat allows templates from AC which makes support much quicker
-- AND THE NUMBER ONE REASON BESIDES BEING HEARD IMMEDIATELY, is the ability for the support tech to say, "Do you mind if I remote in?"

ACPM (something I don't use) is part of the program which is needed the most. Why weren't the users notified a month ago? This must have been in the works. To say:

[quote= ]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.[quote/] does a disservice at two different levels. First, why was there a delay? And, second, AC feels this way, but did AC reach out to the ACPM users to see how they felt? This would be an easy Survey Monkey. Simply, do you prefer Chat and why, Email and why and Phone and why? But, there is no reason why there can't be more than one.

Once again, it isn't as much the change, it is the lack of communication. How could AC not think, wow this is a big change. The users may want to know in advance.

I don't use ACPM either (happily, it seems), but I join Sandy & Bert in asking AC to reconsider discontinuing live chat for support. When I need AC help, live chat is consistently the fastest way to troubleshoot issues. Email is close to useless, I usually can't provide enough info for support to understand, no less to solve a problem in an email. Result = multiple email exchanges, sometimes over days.

AC needs to remember that for the same reason AC allocates support resources (efficiency), their customers need to get back working promptly as well. The difference is, we pay AC for support. They're not doing us a favor.

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?

Thanks for that analysis Bert; Ya know, I sort of "live and die" by email. It's non-stop and I have vibrations going on my phone all day and I multitask it. But no matter how you slice it, email is not live support and this software needs live and immediate support or get the heck out of the business. But that's just my opinion.

Sandy