Magazine article CRM Magazine

Critical Care for Health Records

Magazine article CRM Magazine

Critical Care for Health Records

Article excerpt

Companies like Allscripts exist to smooth out the wrinkles by providing electronic medical-records software and information solutions for the healthcare industry. But as a growing industry, the sheer volume of data combined with the relative scarcity of capable people and solutions left Allscripts scrambling to remain reliable for its clients. "We have to be very engaged as a partner, and provide a lot of interaction," says John Nebergall, senior vice president of client support at Allscripts. "But we found ourselves in the position of having to deploy a lot of real physical labor to troubleshoot issues for clients."

The solution came in the form of Virtual Support Engineer, from support automation provider NextNine. Virtual Support Engineer, available either on-demand or installed, performs all the routine maintenance that would normally fall to technology personnel, and alerts service engineers when a problem is developing that is beyond the software's scope, so that it can be resolved before anybody notices a difficulty. …

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