Did You Know That DSS, Inc. Offers Next-Generation Customer Support Services?
Full lifecycle support approach results in enhanced product usage, and the highest-level of customer satisfaction.
In order for any health IT implementation to truly succeed, vendors need to be fully connected with customers, and be able to quickly pivot to meet changing needs. Of course, as we all know, there really is no such thing as a cookie-cutter installation, and complex IT systems always need nimble and responsive customer service.
In fact, a 2020 Black Book study found that eighty-four percent of EHR users are dissatisfied with their technical service and basic software account support from current EHR and HIT vendors. In contrast, the vast majority of nurses and physicians believe that an improved EHR user experience, backed by excellent technical support, boosts hospital loyalty rates.
At DSS, Inc., we take a full lifecycle approach to customer support, where we actively listen to our users – and quickly pivot to ensure the most optimal outcomes of their installations and overall product usage.
With experience in over 30 different Department of Veterans Affairs (VA) domains, through building 70+ unique software offerings supplying over 40 percent of the available VA APIs for those domain areas, the DSS Support team brings the highest level of confidence and experience, far exceeding other vendors.
The DSS Support team’s Technical Managers also have more than 80 years of combined experience, and our Technical Analysts have over 40 years of combined experience in supporting and assisting the VA.
Using knowledge-centric principles also allows the service staff to resolve reported incidents 95 percent of the time without external escalation. This statistic is 18 percent better than the national average according to the Helpdesk Institute (HDI).
As a result, the DSS Support team’s staff is highly efficient at first level resolution, while maintaining high levels of VA staff satisfaction. The DSS Technical and Installation (TIS) department’s customer satisfaction scores come in at 96.4 percent -- far exceeding the national annual average of 83.6 percent.
In addition, there are a wide-range of customer success stories from our support team. Here are a few highlights:
Handling Critical Priority Issues: The DSS Support team takes all the necessary steps to achieve a quick resolution when a critical priority arises, while avoiding any unnecessary expense to the customer. For example, the team was able to remotely aid in a server platform restoration for a VHA facility, which saved the facility thousands of dollars in support time and travel expenses.
Work Stoppage Avoidance: When supporting physicians, nurses and other providers, the DSS Support team recognizes the impact that a work stoppage can have. As such, we take every effort to ensure that troubleshooting is efficient and expedient to avoid taking time away from those clinicians whose top priority is to the Veterans they are treating.
Overcoming Product Configuration Issues for Training: Product configuration issues can be a major challenge for trainers who are depending upon these systems to provide the transfer of knowledge to their resources. The DSS Support team recognizes the immediacy that training scheduling predicates, and has easily solved many such issues with a trainer and local IT resource on the line, all at the 11th hour saving valuable time.
Filling Internal IT Gaps: For customers that lack internal IT resources, DSS Support has routinely been able to aid our customers. For example, the DSS Support team filled in the internal IT gaps with one customer by offering performance tuning, and ensuring the successful deployment of database updates and other SQL server administration issues.
In terms of feedback for these kinds of efforts, our customers have been outstandingly positive. Here are some direct customer quotes in 2021:
“DSS is great, always going above the call of duty and giving excellent customer service.”
“I would recommend this product to friends or colleagues due to the knowledge and expertise of the analyst in handling the issue.”
“I was totally surprised by the quickness of the response to assist me. It blew my mind!”
“The analyst I spoke with was wonderful and open. The process is so easy and your staff is amazing. Thank you for all that you do!”
“Thanks for the immediate attention and resolution with the problem I was facing. Awesome job!!!!!”
“I appreciate the prompt response I receive every time I submit a ticket to the help desk. The technicians are eager to help and also willing to show me things that will assist me with CTM in the future.”
In addition, the DSS Support Team has added new functionality to its customer-support portal to further streamline ticket submission for both problem resolution and product enhancement requests.
To learn more about DSS, Inc.’s support services, please click here.