August Systems, Leading Software Company - Case Study
"iSupport helps define meaningful process"
About August Systems
August Systems develops, sells and supports industry leading software applications for the home health care industry. Our flagship product, the Visit Wizard, performs all agency administration functions including Scheduling, Electronic Visit Verification, Medicare Billing, Payroll and Invoicing. We directly support hundreds of home health agencies across the United States and Canada.
August Systems is committed to providing exceptional customer service. We pride ourselves on having support staff immediately available to our clients by phone or online, without having to deal with automated phone systems or wait on hold for extended periods of time. We go the extra mile to not only support our software, but also help guide our clients through agency administration and complex billing regulatory issues to make them more efficient and successful overall. In order to provide consistent high quality service, we needed the following:
A process to keep track of each and every client contact, and the means to verify that questions or issues were completely resolved
A process to escalate issues if necessary, and make sure they get directed to the appropriate person for resolution
A process to track and manage client training schedules and work hours expended to satisfy contractual agreements
A process to track and report on key support metrics to identify trends and focus on areas for improvement
We implemented iSupport as the foundation for tracking and managing all client interactions. Through the use of configurable Status values, we have been able to define meaningful process workflows to effectively manage our client interactions. This data provides both graphical and numerical metrics for statistical analysis and process improvement.
The use of iSupport, with our customized Status workflow, has provided us with a consistent process for logging, managing and routing issues. Configurable dashboards and custom views provide us with easy access to data of interest. Beyond support, our sales and accounting departments regularly refer to the iSupport data for up to date information. The use of service contracts allows us to track and roll up all training hours expended for a specific client and sales agreement. The system overall helps us to keep issues from falling through the cracks.