As an Allscripts customer, I wish they would get rid of every single outsourced employee. We are an American customer sick and tired of dealing with cheap labor that can't communicate in English
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Speaking English is not enough, you need to have a high level of product familiarity - that point is true. However, there are plenty of offshore support people (both internal and customer-facing) who do neither well. Many are just fumbling through their flow charts, trying desperately to hear something in the question being asked that one of their pre-proscribed solutions will fit. It's the old adage "to a hammer, every problem looks like a nail".
How many conference calls have I been on where a question was asked in English to an Indian resource, and the answer given responded to a completely different question? There is a cultural communication gap between the US and India that is a constant, exasperating struggle to overcome. It is by no means 100% true across every Indian employee, but it is pervasive enough that it is a very real issue; not the frustrated imagining of a few disgruntled racists.
We US employees struggle through it because we have no choice.
Clients DO have a choice. And they are going to leave Allscripts when their frustration level overcomes their inertia. Paul Black seems to be running this company as though he doesn't care whether it is still here in 10 years. (The fact that he cashed a bunch of options last week only lends credibility to this.) It feels like he's engaged us in a race to the bottom and we're winning.
When the US employees are all gone, the customers are going to go too. What a waste of everyone's time and energy.
Yes offcourse go for different ehr where you get US support only. when you log cases and you get nothing but disappointment than you will realize that just talking in English is not enough, using brain to resolve issues is what should matter, which american support dont have.
get a life and stop blaming Indians for your failures
Amen.
As a former Asscripts employee, I can tell everyone this is an urban legend. They will not allow clients to have US based support only. The message we got was we are a global company, India support is here to stay and the customers will just have to suck it up. How's that for caring customer support?
Dear client
You can demand us support only. There is a flag in salesforce allscripts doesnt want u to know about. If you scream and demand us support they will mark your account with the us support only flag. Just call and demand it! Spread the word
Mr or mrs customer please show your opinion loudly and proudly by demanding u.s. only support or get a different EHR. They are relentless in their pursuit of 100 percent india and are ignoring the customers complaints just like you. If they think they can save a nickel with cheap labor they will and do. All the customers need to band together and rally against the offshore agenda. They are doing it to rip you off. The good support you were paying for is now being ran by india telemarketers. The only way things will change is hitting them in thr pocketbook. Refuse to pay your maintenance fees unless u have 100 percent us support. Otherwise their plan is eventually 100 percent india. Hundreds of jobs and the top smart workers are already gone because of this travesty.
Ouch