At Allscripts, we understand that you need information systems that
quickly and efficiently handle your mission-critical data. To ensure
we meet your needs, Allscripts delivers high-quality information
systems support by employing a variety of services and processes.
Support Services
Through our support organization, healthcare organizations receive
maximum benefit and utilization from Allscripts. Support services
include:
- Product Specialists are responsible for using their detailed
knowledge of our solutions to analyze customer workflow, offer
system setup advice, complete system setup, provide training and
product demonstrations, and assist in issue resolution.
- Release-based enhancements include additions to or extensions
of software functionality and features released on a periodically
scheduled basis.
- An automated case management system is used to manage customer,
product, and contact information. Each issue is reported, tracked,
and resolved through this system.
- Product documentation includes system requirements, reference
information, installation, upgrade, and configuration instructions,
and other product-related documents.
- Internet case submission/review is available at no charge through
WebFirst, the customer component of our case management system.
You can electronically submit cases directly to the Resolution
Center and follow the status of each issue through the tracking
and resolution process.
- The Allscripts Resolution Center provides access to toll-free
support, 24 hours per day, 365 days per year.
Support Automation
Because Allscripts is committed to establishing company-wide processes
and systems that support excellent service, the company uses a corporate
support automation system. This system is both a case-management
system to enable proactive support and a defect-tracking system to
monitor product change requests. This enables support team members
to:
- Identify customers and site contacts
- Track products installed at each customer site
- Track all cases logged by each customer
- Automate case routing across the support enterprise
- Provide customers with Internet access for logging cases (WebFirst)
- Measure Allscripts support service levels
Value-Added Services
Additional services include:
- Account Management
- Educational Services
- Functional Services
- Hardware Services
- Technical Services
- Interface Services