At Mirada we like to utilize all available resources in supporting our customers. Advances in technology help us to do this very efficiently. We frequently use tools like Go to Meeting® and Go to Assist®, as they allow us to provide excellent service to our customers in a cost effective, efficient manner. We realize how busy our customers are taking care of patients; we want to take care of support issues without disrupting their important work.
In the not too distant past, vendors carried out all customer training activities either on-site or at training centers. It is often difficult to coordinate schedules so that all necessary personnel are available for on-site training. Moreover, it can be disruptive to a busy imaging department. Now, we are able to provide web-based training for physicians and staff. In addition, we can provide refresher training, education for individuals who were unable to attend on-site training, and new hire software training at a time that is convenient for them. When new software is released, we are able to conduct convenient webinars to train our installed base on the new and improved features of the software.
In addition to training, we can provide installation support, as well as general customer support. Remote access into a system is beneficial in many circumstances. For example, we can install and update software, set configurations, perform testing, troubleshoot, and obtain log files – all remotely. What previously required travel to a site, or emailing information such as screen shots or log files, can now be done more quickly and with less disruption for the customer.
Remote tools enhance our ability to educate, install, and troubleshoot. They play an integral role in our day to day operations. The flexibility and improved resolution time help Mirada achieve our goal of “exceeding expectations.”
About the Author
Jennifer Miller is the US Support Manager at Mirada Medical Ltd. Jenn is a registered nuclear medicine technologist with 8 years of clinical experience in various settings, and 7 years of industry experience.
About Mirada Medical
Mirada Medical is an internationally recognised brand in advanced medical imaging. The company develops high value clinical software applications, which are used across diagnostic radiology, nuclear medicine, radiation oncology, tumour board and elsewhere.
The opinions expressed in this blog represent the views of the author and not necessarily those of Mirada Medical Limited.
