Serving more than 6,000 medical practices, hospitals, and clinics worldwide, TeleVox Software, Inc. configures and supports its own comprehensive line of messaging and communications systems designed to enhance communication between medical professionals and their patients. Realizing that doctors and other healthcare workers need to spend their time caring for their inoffice patients, rather than on lengthy technical support calls, TeleVox began using remote-access technology to provide its customers with the highest level of support. But when previous remote-access providers proved to be inconsistent and unreliable, Technical Support Manager Craig Stokes signed on with GoToAssist. "With WebEx, we never were able to overcome issues with their system," Stokes says. "It just started to affect our ability to support our customers."

Quick & Easy Implementation

Once this key decision was made, switching over to GoToAssist was effortless for the TeleVox technicians, who were up and running on the new system in just a few minutes. "The learning curve is very low," Stokes says. And without the connectivity and stability issues of the past, TeleVox is better able to provide the quick and efficient support its customers have come to expect. "GoToAssist has certainly been the most consistent," Stokes says, "and has just let us get in there to do what we need to do." And he says his team has really embraced GoToAssist: "Now we're solving issues the first time around instead of having to try over and over to get connected with a solution that doesn't work."

Clients Can Get Back to Their Workday Without Delay

From supporting client installations to post-installation training questions to troubleshooting software glitches, Stokes says TeleVox technicians use GoToAssist as an "invisible" tool for providing their customers with the quickest possible resolution of their support issues. "When they can just call us and spend two minutes explaining an issue to us, go to the Internet, get us connected to their system, and they can walk away from that and let us do our support, I think they really appreciate that level of service. And they can go back to helping their patients . . . Our goal is to get them back to their workday as soon as possible."

Robust Feature Set is an Improvement over Other Providers

The TeleVox technicians were also pleased to discover that GoToAssist's feature set is "much more robust" than that of their previous remote-access provider. Stokes says he and his team use the Whiteboard feature to draw or write on the customer's screen, and GoToAssist's Feedback Form provides the TeleVox team with a picture of what their customers are experiencing. Often, the results from these forms provide Stokes and his associates at TeleVox with a nice morale boost as Stokes passes on the positive feedback to the whole company. Stokes and his team regularly use GoToAssist's File Sharing feature as well. "We send files all the time," Stokes says. From product updates to patient information, GoToAssist enables TeleVox technicians to exchange files and data quickly and easily without having to use e-mail.

High Security Essential for Critical Data

With the sensitive nature of the medical data TeleVox handles, Stokes says GoToAssist's automatic 128-bit AES encryption provides "a big advantage over the WebEx product. . . . That's a big deal. Especially in our business. . . . HIPAA's such a big deal nowadays, so that's certainly one of the questions we get asked quite a bit about our remote support questions."

POSSIBLE PULL QUOTE:

Mission Critical

Stokes describes GoToAssist as mission critical "and then some. It's been an exceptional tool for us. Our goal is to provide legendary customer care and GoToAssist certainly helps us to do that."

Summary

The Enterprise
TeleVox Software, Inc.

The Challenge
To increase the level of service TeleVox provides as they support the use of their communications and messaging software by more than 30,000 physicians worldwide.

The GoToAssist Solution
GoToAssist provides TeleVox with the consistently seamless remote access they need to respond to the technical needs of their busy healthcare clients.

The Results
Using GoToAssist, TeleVox helps its medical professional clients to spend more time with their in-office patients. The 128-bit AES encrypted GoToAssist also allows TeleVox to provide its clients with the security that is crucial with the sensitive data that is entrusted to them.

Posted on Tuesday, May 18th, 2004 at 2:51 am and is filed under Press Releases, Medical.