10/11/2012 How to Get the Most Out of Support Channel Setting Instructions for ResponseCard RF 1. Press and release the "GO" or "CH" button. 2. While the light is flashing red and green, enter the 2 digit channel code (i.e. channel 1 = 01, channel 21 = 21). 3. After the second digit is entered, Press and release the "GO" or "CH" button. The light should flash green to confirm. 4. Press and release the "1/A" button. The light should flash amber to confirm. Customer Support Mission The HMS Customer Support team has a simple goal; to resolve your issues effectively and efficiently resulting in minimum impact to the healthcare providers and patients. We will strive to take ownership of each issue through resolution and communicate effectively to ensure your satisfaction. To allow you to do your job. 1 10/11/2012 Why Are You Here? • To learn how to get the most out of support. • To learn how to help support help you. Customer Support Evolution 2010 ‐ Clinical, Patient Accounting, Financials 70 HC 2011 – Hardware, Reactionary Programming, MEDHOST 2012 – Desktop ASP, HMS Direct, Software Deployment, Reactionary QA 175 HC Customer Support continuing to grow and integrate departments to create a holistic approach to supporting customers. 1 in 4 employees in the company report up through Customer Support. Customer Support Improvements Investments in Customer Support: • New state of the art building with 24/7 area. • New best of breed Cisco phone system. • Implementation of a new ticketing system‐ Salesforce Service Cloud. • Target launch late November: ― Standardized gauges of how you are utilizing support ― Standardized gauges of how support is performing for you ― Self service reporting on your tickets and trend identification • Continuing to merge departments under a single organization. 2 10/11/2012 How many support contacts does HMS take in a week? A. 2077 B. 3238 C. 5810 33% A. 33% B. 33% C. How many new support tickets are opened with HMS in a week? A. 2077 B. 3238 C. 5810 33% A. 33% B. 33% C. What percent of HMS support contacts require programming/code fix? A. 3.25% B. 15.5% C. 45.7% 33% A. 33% B. 33% C. 3 10/11/2012 What percent of HMS support contacts for the major applications are How‐To or User Error? 33% 33% 33% A. 5.8% B. 20.2% C. 31.4% A. B. C. Customer Support Staffing Staffing correlates to call arrival patterns; peak staffing 7:00AM‐ 7:00PM CST. Call arrival patterns reviewed monthly for staffing adjustments. Weekday Clinical Average Call Arrival by Interval 36% of contacts do not result in a new ticket. Reducing these status calls would improve wait times. Clinical Customer Support Average Day New Call Prioritization 236 Patient Safety Scope Follow ups 85 System Performance 151 Number of users Affected Is workaround available 4 10/11/2012 Customer Support Key Measurements Percent of Calls by Severity Customer Support Structure Ticket Flow and Escalation Path ASA Team Lead • 1st Point of Contact • Obtains Detailed Information • Assists ASA’s if needed • 1st point of engagement Tier 2/Support Programming • Programming Research • Configuration changes Manager Sr. Manager • Programming • Cross Departmental Communication • Final Point of Escalation • Decision Finalized The Front Line Agent (ASA) assumes ownership of the issue until it is resolved or ownership is assumed by another support agent through an escalation path. Issue Severity Levels Severity levels serve as a guide for our analysts to gauge the impact of the issue and are used as a prioritization tool. Severity 1: Call In Critical Issues. Do not leave a voicemail, email or submit a web ticket. Examples: system is down, affects many users or hospital wide, medications/ orders/ results not crossing, no workaround exists for critical issue Follow up: update every two hours until resolved. Worked 24/7 or until system is stable. Case by case and exceptions can be made. Severity 2: Submit a ticket online, e‐mail, or call Example: critical issue but a workaround is in place (case by case) Follow up: Contact the same day. Follow up weekly. All issues are handled on a case by case basis. Severity 3: Submit a ticket online or e‐mail Examples: minor issue that does not extensively hinder workflow, sporadic issue, training or “how to” questions 5 10/11/2012 Customer Support Process Do’s and Don’ts Do: • Let us know if there is an open ticket. • Provide individual facility information if you are a corporate client. • Utilize web tickets to enter lower severity tickets. • Utilize the online ticketing system for self‐service status updates. • Be prepared with all vital information/screenshots/steps/examples at time of first call. • Utilize HMSTN.COM Community site as a training/information resource. • Communicate information about currently open tickets to your hospital staff. • Set proper expectations for expected resolution time to your hospital staff. • Communicate resolution and root cause back to your hospital staff. • Expect front line analysts to ask clarification questions regarding the issues. • Provide alternate contact information. Don’t: • Call in for a “same day” status update for a web ticket. • Call in for a status update for low priority tickets during peak hours. • Utilize HMS support to train your staff. • Utilize HMS support as your IT department. • Expect the HMS frontline agent to know exactly how you are utilizing the software. • Be argumentative, we are here to help. Reporting Issues to Support Provide a detailed description of the issue: •Include error messages displayed. •Provide scope of the issue; one PC, one user, facility, etc. •Include specific users experiencing the problem. •Include the steps / process being followed. •Describe the steps to recreate the problem. •Send screenshots if applicable. Provide secondary/alternate contact information. This is helpful in case support follows up after the individual leaves/shift is complete or if the contact onsite is not at their desk or available. Once a ticket has been opened with support keep the ticket number. Don’t get mad when the agents ask questions about how you use the software. If you are entering a web ticket, put as much information about the issue as possible. 6 10/11/2012 Example of a Bad Web Ticket Example of a Good Web Ticket *** Patient numbers and order numbers do not represent real patient data. Example of a Bad Web Ticket 7 10/11/2012 Example of a Good Web Ticket *** Patient numbers and order numbers do not represent real patient data. Software Deployment Process Deployment process top complaint is time it took to complete. Scheduling your release: Do: • Stay proactive in managing your HMS software. • Read HMS notifications, new product announcements, SOE’s. • Send your release requests to release@hmstn.com. • Verify pre‐requisites in advance with HMS. • Read the release installation instructions in advance. • Preload your release as soon as possible after receipt of your version CDs. Don’t: • Send release scheduling requests to a specific individual. • Request your upgrade on or adjacent to your scheduled payroll run, month‐end processing or any other major system event. • Make changes to your planned time or date unless first notifying HMS customer support or release@hmstn.com. • Perform a full system save on the same day of your upgrade. • Plan an IPL for application of PTF’s on the day of your scheduled release. Customer Satisfaction Survey YTD Satisfaction Rating: 92.1% • Surveys sent following a ticket being marked resolved. • Surveys sent randomly with a 1 in 4 chance, and if the email address has not been sent a survey in the last two weeks. 8 10/11/2012 Survey Your level of satisfaction regarding the instructor’s level of knowledge/expertise. 1. 2. 3. 4. 5. Extremely Satisfied Somewhat Satisfied Somewhat Dissatisfied Extremely Dissatisfied NA/No Opinion 0% 1 0% 2 0% 0% 3 4 0% 5 Your level of satisfaction regarding the instructor’s ability to present information clearly and thoroughly. 1. 2. 3. 4. 5. Extremely Satisfied Somewhat Satisfied Somewhat Dissatisfied Extremely Dissatisfied NA/No Opinion 0% 1 0% 2 0% 0% 3 4 0% 5 9 10/11/2012 Your level of satisfaction regarding the instructor encouraging questions and class participation. 1. 2. 3. 4. 5. Extremely Satisfied Somewhat Satisfied Somewhat Dissatisfied Extremely Dissatisfied NA/No Opinion 0% 0% 1 0% 0% 3 4 2 0% 5 The amount of practical information delivered that you will be able to use on your job. 1. 2. 3. 4. 5. Extremely Satisfied Somewhat Satisfied Somewhat Dissatisfied Extremely Dissatisfied NA/No Opinion 0% 1 0% 2 0% 0% 3 4 0% 5 Would you suggest this class for 2013? 1. Yes 2. No 3. NA 0% 1 0% 2 0% 3 10 10/11/2012 Backup Checking the Status of Support Tickets • Ticket statuses and updates can be viewed via HMS Community (login home page; Read Only Access) • Three levels of ticket access can be granted by Security Officer: ― ― ― Individual's Tickets Only Entire Facility Tickets (Based on client number) All Corporate Child Facilities Tickets (Based on corporate client number) 11 10/11/2012 Call tracking web‐site (link in HMS Community/support tools) ‐ calltracking.hmstn.com • Call Tracking access allows editing only tickets that you are the primary contact. • If facility access is provided, the Call Tracking access will only allow viewing of the client number that you are attached and submit tickets to. Emailing support directly at support@hmstn.com Calling support directly We do not advise calling into queue for status updates for non‐priority issues from 9a to 1pm. HMS Community Website • Access to Call Log detail • Access to PIF descriptions • Reminder Information (e.g., Time Change, Tax Tables, etc.) • Release Information ― Summary of Enhancements ― “Highlights” Summary ― Regulatory Updates (DRG, CPT, APC, Medispan, etc.) ― Product recorded WebEx sessions • User Enhancement Requests • User Documentation • Training Classes 12 10/11/2012 Your level of satisfaction regarding the instructor’s level of knowledge/expertise. 1. 2. 3. 4. 5. Extremely Satisfied Somewhat Satisfied Somewhat Dissatisfied Extremely Dissatisfied NA/No Opinion 0% 1 0% 2 0% 0% 3 4 0% 5 Your level of satisfaction regarding the instructor’s ability to present information clearly and thoroughly. 1. 2. 3. 4. 5. Extremely Satisfied Somewhat Satisfied Somewhat Dissatisfied Extremely Dissatisfied NA/No Opinion 0% 1 0% 2 0% 0% 3 4 0% 5 Your level of satisfaction regarding the instructor encouraging questions and class participation. 1. 2. 3. 4. 5. Extremely Satisfied Somewhat Satisfied Somewhat Dissatisfied Extremely Dissatisfied NA/No Opinion 0% 1 0% 2 0% 0% 3 4 0% 5 13 10/11/2012 The amount of practical information delivered that you will be able to use on your job. 1. 2. 3. 4. 5. Extremely Satisfied Somewhat Satisfied Somewhat Dissatisfied Extremely Dissatisfied NA/No Opinion 0% 1 0% 2 0% 0% 3 4 0% 5 Would you suggest this class for 2013? 1. Yes 2. No 3. NA 0% 1 0% 2 0% 3 14