Customer Service

We accompany our customers, not only for purchasing the right equipment, the implementation process and installation, but afterwards as well. The adaptation phase for the way hospital employees must now perform their daily tasks can require adjustment. One of our Project Managers, as well as our representatives assigned to your facility, our technical staff and our customer service staff are available on a personal level for three months after Go Live in order to support your facility, answer questions and assist you in making the project a complete success.

Our Chief Project Manager leads an organized and professional team of other Project Managers who specialize in optimization processes and inventory management. During the implementation process, our Chief Project Manager will accompany your Project Manager and Chief Pharmacist to recommend practices to improve, among other things, the medication circuit and the resupplying and reconciliation processes.

Each customer benefits from a direct relationship with customer service. In addition to a central number to reach technical support, a customer service representative is dedicated to each customer. Our experienced representatives are responsible for accompanying our customers for any required assistance related to our systems or to their needs and are equipped to respond to these needs with speed and professionalism.

Our goal is to enable our clients to be able to have constant monitoring of its demands and to respond directly to their changing needs.

Natalie Watt, Sales and Marketing Coordinator

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Our network of service and technical support has over 310 technicians located throughout North America.

We offer several choices of Service Plan Contracts in order to meet each customer’s individual needs, from all-inclusive to basic. Our all-inclusive Service Plan Contract includes, among other services:

  • Telephone support available 24/7;
  • Remote diagnostics and support;
  • Annual software license fees, mandatory software enhancements and all mandatory software updates; and
  • Preventive maintenance.

Our software technicians provide you with remote troubleshooting diagnostics. We receive automatic alerts from the system when there is an unexpected event and most times, we can resolve this event before the customer is even aware of it and, without having to send a technician on site.

Matthieu Lachance, Technician Automation & Quality

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For all inquiries, please contact us at 1-866-634-1953.