E-MDs is a software vendor located in Austin, Texas which needed to increase self-service and ticketing capabilities in order to expedite resolutions for busy physicians’ offices.

Here’s what they were able to do: Decrease average resolution times by 80 percent, increase the customer base and tickets without adding staff, “significantly” improve customer feedback regarding support and boost their customer loyalty to a self-measured 95 percent.

Sound good?

The company’s technology, electronic health record software, is designed to allow physicians and their staffs to document patient visits electronically with just a few clicks

And in today’s medical environment, where physicians are pressed to see as many patients as possible, that means staying late to catch up on paperwork accumulated throughout the day.

The company’s products also let medical practices eliminate cumbersome paper charts – “a huge time saver for staff,” company officials say, and one that can put patient information on any computer with the EHR software.

“If a doctor has an issue with his computer, he needs help immediately to access patient records or chart information,” said James Foster, client data operations manager at e-MDs.

Previously, e-MD officials say, customers exchanged support information via an electronic news group and downloaded support documents or updates from an FTP site: “The support team tracked tickets in a homegrown customer relationship management system that was quickly becoming outdated.”

The company wanted customers to help themselves, including submitting and viewing the status of their support issues online. They chose Parature software for the task “because it made sense to move to a software-as-a-service tool,” Foster said: “It would be cost prohibitive to have our own IT department support that.”

The support team directs all customers to its support center, powered by Parature (News - Alert) Portal technology, the gateway for customers to find answers (from among 700 articles and downloads), connect with each other, and submit and view tickets. To date, nearly half of all customers open their own tickets online instead of calling, which reduces call volumes and resolution times.

Because that’s the whole idea.

To download a free customer case study and learn more about how Parature improved E-MDs operations, click here.