To better serve our clients, Axxess has implemented a process to provide even faster communication and support. In addition to the online help center that provides round-the-clock answers and video tutorials for all users on-demand, each client now can designate up to four “super-users” to directly engage with the Axxess support team to request help. This process is successfully used by many technology companies to funnel questions from clients through specially designated representatives to enable support teams to focus on and be responsive to the most critical requests.
How Support Ticketing Center Works
Axxess will initially designate the Administrator, Director of Nursing, Alternate Administrator and Alternate DON as an agency’s super-users, but the four super-users will ultimately be determined by the agency. The designated super-users for each agency will – in addition to having access to the industry-leading Axxess online help center – be able to have the most challenging needs addressed through a new online Support Ticketing Center, a special platform accessible only by super-users. While phone and email communication will still be available, the fastest support will come by submitting requests through the Ticketing Center.
When a super-user submits a request for immediate support or an enhancement, the automated Ticketing Center will notify Axxess support experts regarding the nature of the request. Appropriate personnel will immediately begin working to address the issue, and the super-user will be notified that their request has been received.
After submitting ticket requests, the super-users will be able to track progress being made on their requests, and will be notified as critical developments occur to meet their needs. In this way, agencies will have greater visibility into the support they are receiving to meet their needs. Through this process, the super-users will be to answer questions their colleagues may have and assist with keeping normal operations running as smoothly as possible in the most timely manner.
Training
Tutorials for all Axxess products are already available through the Axxess online help center. But to ensure a smooth transition, Axxess is providing extensive training related to clinical, workflow and billing/financial areas with webinars that address these functionality areas twice each week over the coming weeks. Please encourage your entire team to participate with these webinars so it helps minimize questions and the need to find answers through the Help Center.
Faster, More Efficient Support
With more than 2,000 Axxess clients, this new support process will be more satisfying for everyone. By limiting requests to super-users at each agency, our support experts will be able to spend less time handling requests such as how to change a password (use the online help center), and more time addressing the requests that are critical to helping manage and grow business.
At Axxess, we pride ourselves on having products that are the easiest to use in the industry. Working together through this new support process, we can ensure you get faster and more efficient support to get the most out of our products as quickly as possible.
