Customer Support

Outstanding customer support is a rarity in today's world. While some companies may see it as an afterthought, we see it as a primary priority and responsibility.

Perhaps that is why we are so proud of how we work with our "family" of clients. Our Mission Statements tells of our "unwavering commitment to live, timely and helpful technical support." This commitment is manifested in how quickly we answer client calls, faxes and emails, whom clients talk with when they call, the accountability and transparency of our support system and the speedy resolution of issues raised. We know that client loyalty comes from a great product and outstanding support; anything less is not acceptable to us.

When one of our clients calls us during business hours, the phone is answered immediately by one of our staff members in our Charlotte headquarters. There are no endless automated phone loops, just a real person on the end of the line. If the issue can be resolved or the question answered immediately by a member of our support team, it is. In cases, where research or further analysis is necessary, the call is assigned to the appropriate specialist and placed on our Technical Support Board and assigned a priority. The same process is followed with support issues that we receive by fax, email or through our website. The Client Corner on our website allows each practice to review all their past and present tech calls; available information includes a description of the issue, the person assigned to the call and details of the resolution. Healthy relationships are built on transparency, honesty and trust – values that every member of our team embraces.

Support issues are addressed ASAP, and the client is always apprised of the status and/or resolution of their issue. Because we have the ability to access our clients' systems, we frequently can diagnose and fix a problem in short order. In the unlikely event that a server goes down, our experienced engineers drop everything to find and correct the problem. In most cases, the server is back up and running in a matter of minutes.

Since we establish a strong relationship with our clients and know them by name (as they do us), we have a great sense of both corporate and personal accountability to make sure that they quickly overcome any roadblocks to maximizing their successful use of Medformix.

Should a client have an emergency or issue that occurs after normal business hours, they simply call our corporate number and are given our emergency live number, a phone which is carried by a member of our staff at all times we are not open for business. If our client is seeing a patient after hours or Saturday afternoon, they have immediate access to our support team if needed.

Outstanding customer support is not extinct or a lost art! It is alive and thriving at Crowell Systems.