Customer Engagement

Unlimited Support

Customer Engagement2018-11-29T14:05:04+00:00

“TELCOR has gone from just a software program to a real community and support system, realized through their user group conferences and the way they assist with any sort of community outreach that the laboratory groups need.”

Julia Diaz, Controller, Western Pathology Associates, LTD

Customer Engagement

Integrity and trust are at the core of everything we do as an organization. The support provided to our customers can’t be defined simply as implementation or service or support. It encompasses every facet of the customer journey. Each person at TELCOR is dedicated to your success so you never have to go it alone. Staying engaged throughout each step is what sets us apart from any other vendor—regardless of industry or product offering.

It is our promise to keep the application current which is driven by customer requests and industry demands. As daily users of the application, you understand the unique challenges of laboratory billing and collection. Annually, TELCOR invests millions of dollars in advancing our application with enhancements to improve efficiency and visibility.  As of this year, 90% of customer enhancement requests have been accepted and 70%, more than 6,000 requests, have been released in a version available to our customers.

Implementation

Our implementation methodology is dynamic and more robust than what you typically find for a software implementation process. We offer a hands on, personalized approach to understand your current processes and identify how our solution gives you the best return on your investment. While a timeline is established, you stay with your dedicated TELCOR project team until your key performance metrics are met.

Sticking by your side throughout implementation allows us to identify opportunities for improvement within your current billing procedures. The robust rules in TELCOR RCM automate many of the manual activities commonly associated with billing. This allows the average customer to increase billing productivity by 20-35%.

Service

As you transition from Implementation to Service, knowledge about your business requirements and workflow is transitioned to our Service team. The Service team tailors assistance based on your needs. Our highly-trained Service Analysts are available for troubleshooting, answering questions and guidance on key business decisions. Additionally, Service helps customers plan for implementing new versions and can assist with the validation of new features. Call as often as needed; your questions will be answered quickly by our experienced Service Analysts.

Extended Assistance

Customer engagement doesn’t stop with implementation or service. As your organization grows and changes, we work closely and assist with your evolving needs. New team members? We can provide training. New acquisition? We will help set up the new entity to see the data under one company or individually with as many different entities as needed.

Professional Services

As time passes, your needs may evolve. Engaging the use of our Professional Services helps you meet organizational goals or resolve any gaps. These services include business management consulting, process optimization, supplemental implementation services and much more.

Annual On-site Reviews

Upon request, customers receive annual on-site, current-state assessments to review their objectives and current processes allowing TELCOR to provide recommendations for continued improvement.  We deliver a consultative, actionable presentation with an explanation of observations, recommended improvements and a roadmap to achieve the top three major goals.

These annual reviews ensure your team is utilizing the most current functionality available and provide insight on how to continue collections’ improvement and workflow efficiency. Year over year, with version updates and TELCOR assistance, we ensure your billing solution is maximized to meet your organization’s needs.