dbtech believes that our customers’ success is our success. This is why our Support Team is dedicated to providing expert support services to help our customers make the most of our products. In this blog, we will shed some light on our Support Team’s daily responsibilities, highlight our differentiators, discuss how we are constantly improving our services, and showcase how our support services are critical to our customers’ success.
Our Support Team’s Daily Responsibilities: Ras Software, Implementation, & More
Our Support Team is responsible for providing dbtech’s customers with the overall support of the Ras software. They are involved in a variety of ways on a day-to-day basis, assisting customers with matters including:
- Troubleshooting the Ras software.
- Configuring or modifying Ras workflow automations, such as Email Distribution.
- Answering questions about the different Ras software products and solutions, such as eForms, eFolders.
- Collaborating with the Development Team to learn and test new features.
- Assisting customers with server moves and data migration.
- Software upgrades.
- Software installation and implementation projects, such as the Downtime solution or EHR Migration.
- Writing or installing custom scripting.
Our Support Team’s Differentiators
All our support team members have a long tenure with the company, making them true subject matter experts regarding the Ras software. Beyond their deep understanding of dbtech’s products, many team members have also worked in healthcare organizations, which allows them to understand precisely what our customers’ needs are and the ability to speak their language. Our Support Team is available 24/7 so that when there is a critical system issue, customers have peace of mind in knowing that we’re there to assist.
Constantly Improving Our Support Services for Improved Technical Outcomes
The dbtech team is always striving to learn, progress, and improve our skills. As a team, we collaborate often, sharing knowledge and insights. We continue to update our website to make it user-friendly, providing customers with a Contact Us form, so help is just a mouse click away for our customers.
We also like sending quarterly newsletters and holding webinars to keep customers up-to-date with our company and products. This is in addition to bolstering our presence on LinkedIn, where we share information with customers and prospects.
How dbtech’s Support is Instrumental in Our Customers’ Success
Our support team is known for going above and beyond to assist our customers with “outside the box” workflow solutions, thus accommodating our customers’ hyper-specific needs. One example…the Ras Support Team worked with a customer to set up a rule in MS Outlook that directs specific emails to a network share. Ras could then pick up and process the files, leading to greater operational efficiency.
dbtech understands the need for healthcare organizations to have information systems running 24/7. We can mitigate the duration of downtime caused by routine maintenance by using an “offline” process for tasks such as Purge and Reindex.
Finally, dbtech’s support team offers customers a managed services/professional services package/proposal when they have a large project but need more resources. This includes managed services for creating and modifying our electronic forms and dynamic eForms used in our solutions.
The dbtech Support Team is Always Within Your Reach
Our support team is here to help in any way we can. You can call us at 732-882-0200, email us at [email protected], or simply click on the support button in the upper right corner of our website, dbtech.com, and complete the form on that page. We look forward to continuing to assist you with achieving successful patient care outcomes.