DEERFIELD BEACH, FL –Sentry Data Systems, Inc., a leader in pharmacy procurement management and compliance solutions, announces the launch of its SentryOneSM Support Organization, a restructured department designed to provide customers with better access to help desk support, faster resolution of technical issues and improved solution results.
“Over the past several months, we discovered that our clients were using less than 20 percent of the power of our comprehensive pharmacy procurement management platform,” says Travis Leonardi, CEO and founder of Sentry Data Systems. “By using only a fraction of the features and functionality of our Sentinel RCM™ and Sentrex™ products, customers were leaving significant potential savings on the table – and we wanted to change that. We saw an opportunity to improve system utilization and provide a significantly better value and return on investment for our customers with the SentryOne approach.”
Customer feedback drove a complete restructuring and expansion of Sentry’s customer operations team to provide more comprehensive training, improve the availability of phone support for user issues, and identify opportunities for each customer to maximize drug-cost savings throughout all hospital drug purchasing contracts, while adhering to their internal policies and procedures. The expanded team consists of more than 35 support professionals, divided into two teams.
The SentryOne Help Team provides immediate help-desk support, issue management, and resolution of complex technical issues. Product support specialists are available 9:00 a.m. to 9:00 p.m. Eastern time, Monday through Friday, to answer feature and functionality questions, assign issues to Tier 2 and Tier 3 support resources, and track resolution of existing cases. After hours, on-call support is available to handle emergency issues that may impact critical hospital services or patient safety.
The SentryOne Optimization Team consists of account managers who help customers identify risks and opportunities and utilize the full functionality of their Sentry software through quarterly business reviews, ongoing training and proactive support.
Both teams are led by Ramona Walls, Director of Client Services, who joined Sentry in July with more than 19 years of healthcare and operations experience. Walls has previously led client-facing sales and support organizations at Allscripts and CIGNA Healthcare in departments focused on EDI, EHR, implementation, revenue cycle and practice management.
“Currently, we’re resolving more than 60 percent of all help desk tickets within 24 hours, and we will continue to improve that percentage,” says Walls. “Our new approach promises specified resolution timelines for our customers, and we’re managing to those timelines to ensure a quality customer service experience.”
To ensure an environment of continuous service improvement, Walls is also implementing a periodic net promoter score survey, as well as customer interaction surveys after each closed support case.