Crystal PM phone support improvement suggestion

[docrothberg]

I would like to suggest a change in the Crystal PM phone support structure. If my office misses the call back from Crystal or the employee/doctor requesting support is unavailable, it begins a back and forth of my practice having to leave a message again and wait for a call back at a random time.

I would prefer a way that I can get support by scheduling a set time online or have someone to answer the phone when I call that can give me some idea of when I will be contacted. As the doctor, I am in and out with patients all day and typically am unavailable whenever Crystal calls back. Please find a better structure for support for your software that offices are paying a sizeable fee to have access to for that support.

[frehcgirl]

I agree-I have had the same issue myself!

[kristophiles]

100% agree!!
It is very frustrating that they don't have extensions or anyone to answer the phone. Back when we first put crystal in (2009) a real person answered the phone. Now the way you have to get ahold of tech support equals terrible customer service in my opinion. We pay a lot of money annually for ongoing support, I am totally disappointed at how difficult it is to work on a complex issue. It is ridiculous you can't call and talk to the person you were working with. The last instance, made an issue that should have been resolved in minutes take days.

[Elliott H]

I need to put a plug in for the support team.  My experience is that I do get my value for the fees we pay that go to support.  If I need to send an email w/ a urgent need- I get a call or email promptly. I would like to see updates more often and communicated better.  A more detailed log and explanation of changes would be helpful.  We spend a lot of effort trying to figure out what the update log means. Sometimes it is days later before we find the new button that is in the update.

[mjhervey]

The only thing I would like to add is I feel when you request support there should be routine request and urgent request. Urgent would be a problem affecting operation and patient care. Maybe they could be Level 1, Level 2, and Level 3 requests??
Thank you!