Support

For more than 30 years, Aspyra has been committed to providing excellence in customer service and support. Our Support team is staffed by health care information technology professionals with expertise in applications, clinical work-flows, interfacing, and enterprise networking software and hardware.

Aspyra's Support team of Help Desk experts, implementation specialists, clinical systems consultants, and interface specialists, enables successful implementation of customer-focused solutions at the customer sites, which not only work within the customer's existing work-flow, but also provide efficiencies to it.

Help Desk

The Aspyra Help Desk staff is available 24 hours a day, seven days a week. They handle the calls for support and answer questions about the Aspyra applications, hardware configurations, and work-flow. In addition, our Help Desk staff provides:

• Limited application training via phone or email
• Configuration services “post-implementation” for add-on equipment such as printers and scanners
• Webinar training sessions

To help ensure customer satisfaction, the Aspyra Help Desk has in place an “issue escalation” process make certain that customer issues are escalated properly, based on various factors, such as severity and impact to patient care.

Implementation Specialists

Our implementation specialists perform new installations and upgrades to existing systems. During new installations and upgrades, the implementation specialists work to install both the software and hardware based on the client's needs and our recommendations. They are also involved with the installation of peripheral devices, such as tape drives, UPS units, printers, barcode printers, port servers, and interfaces.

Aspyra uses a Customer Relationship Management system to track customer installations, upgrades, and any other interactions with the customers. Our Support team is trained on the proper usage of this system, and management utilizes metrics from this tracked data to monitor both performance and satisfaction related metrics.

Clinical Systems Consultants

Our clinical systems consultants (CSC) are central to achieving excellence in customer satisfaction before, during, and after of the installation of Aspyra software systems. Our CSCs leverage clinical knowledge and experience to analyze and document the work-flows of prospective customers and identify potentials for increased efficiency.

After system installation is complete, our CSCs remain available to address any clinical service and support issues that arise.

Interface Specialists

The interface specialist has an internal as well as external role. Before an interface sales quote is created, the interface specialist contacts the client and any third party vendors that will be involved and creates a visual workflow diagram. Depending on the scope and complexity of the interface, a project manager can work with the interface specialist to create a schedule to keep the entire interface project on track.

Next, Aspyra develops, installs, and configures the required interface in a test system that mirrors the client's live setup and tests it with the vendors involved. After the interface is tested, it is implemented in the client's live environment and monitored. When the interface is operating, the interface specialist handles all Support issues associated with the interface and provides solutions to the Help Desk team. As a facility's interfaces mature, changes may need to be made to the previous interfaces, and the Aspyra interface specialist steps in to make any adjustments that are needed.

To contact Support, call toll free (800) 437-9000, Ext. 8331 for LIS, RIS, AP or Ext. 2331 for PACS. Or, send an email to: Support-fl@aspyra.com or Support-ca@aspyra.com.