Focus on your facility. That’s the goal of our new service delivery team updated as a service desk within the Customer Care Center.
A dedicated team of people who know your account including the details of your specific systems is organized to provide reliable and efficient service. Designed for optimal responsiveness, the teams support a limited number of other accounts within your geography or account type.
Fully implemented in a few short weeks, the service desks aim to speed resolution by storing your information in your customer profile so you don’t need to specify this information when you call.
Technical support engineers solve day-to-day problems
The technical support engineers (TSEs) will support you on new issues like answering calls, opening tickets, and resolving issues. They are committed to efficient break/ fix services, working together as small teams to solve or escalate complex issues.
You will be familiar with many of your new service desk TSEs who have been members of our support teams in the past. The technical support teams report to regional managers responsible for helping the teams manage calls and service tickets efficiently.
Technical account managers offer proactive assistance
Technical account manager (TAM) teams identify ticket trends, provide technical assistance for upgrades and projects, manage escalated issues and host customer conference calls.
Organized to enable greater responsiveness, these teams are comprised of many members of our former customer advocate teams. The technical account teams report to regional managers responsible for encouraging effective customer communications and striving for your overall satisfaction.
You’ve got our number
The number to call remains the same: 877.328.2808. The improvements mean agents will answer your call, quickly gather relevant information, and route your call to your new Enterprise Imaging Informatics Service Desk team.