Oh my goodness I have been a loyal customer for over 10 years and these offshore support 100% of the time who don't know the system as well as I do and cant even figure out my issue when I send screen shots and elaborate direction and they still want to interrupt everything to shadow simple stuff. Not all customers are dumb when I tell you everything I've done to trouble shoot take my word cause the average person who don't know they system would do what I did to troubleshoot. I have had some decent support people in the past but its been way too long. I've always advocated for Allscripts when our C suite talks about moving over but that may quickly be coming to an end.
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Scripts are in place, six questions..
This is why McK decided against outsourcing SW support after conducting a study on impact on QoS, client relationship and attrition.
As a former support person based in the US for MDRX, I would agree. Most of the customers I dealt with worked hard to understand our system and take that knowledge to improve their experience with our system and to improve our system. I felt it was my responsibility to know that customer and build a relationship. I never "ran a script". It would have been insulting to both the customer and to me really. If MDRX is employing this sort of support, it will wear thin quickly and lead to an already eroding customer base.
Your post is very clear. It sounds like your organization has an epic decision to make.
Its pretty clear. The post says Allscripts is no good.
With all due respect. Please re-write your post. I'm sure you have something valuable to say but with the run-on sentences and bad grammar it is difficult to understand your message.