Support - Medical Transcription Services

TECHNICAL SUPPORT

ZyDoc has dedicated technicians for each of our products: ZyDoc MFT and TrackDoc™. In order to provide the best possible service to you, we utilize the following technology: Remote Access Support and CRM software.

Remote Access
Technical support is provided with our superb remote access capabilities. With your permission, our technicians remotely login to your workstation to see what you are seeing. Therefore troubleshooting is effective and efficient. If your facility has a firewall, providing remote support is not impacted by this service. This is only accessible with your permission for each and every occurrence. ZyDoc does not have access to your workstation without your knowledge and request for support.

Customer Relationship Management (CRM) Software
ZyDoc’s CRM software is a tracking system that provides our team with the capabilities to ensure any of your questions, requested changes, customization needs, or integration projects are tracked from start to finish. Each tracking ticket is assigned to a team member and they are held accountable for completion of the work in a timely manner. These are monitored by the Executive staff to ensure they are in-tune with the organization and our customer?s needs.

CUSTOMER CARE

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What value-added services are you receiving?

The following are the two divisions of our Customer Care Center.

Getting Started - Implementation
Once a decision is made to have ZyDoc provide you with transcription services, we work closely with the Implementation Manager to ensure all the necessary details are covered. This has proven to be a value-added step to a smooth start up. This division then monitors the incoming dictations, provides training for the transcriptionist to become familiar with your account and requirements, and monitors the quality of the work before returning you your documents. This is the main contact during the implementation phase. Once the Implementation Division has reported to you that all is operational and functioning on a day-to-day basis, and you have agreed to continue working with us, the account is transitioned to the Operations Division.

Operations Division
The Implementation Division will transition the account to Operations for day-to-day support. If at any time there are issues with your account, ZyDoc is available to help. Customer Care hours of operation are Monday through Friday, 9:00 a.m. to 5:00 p.m. ET. ZyDoc always has an operations team member on call during after hours, so our customers have 24/7 support. Your representative will provide you with contacts and phone numbers to ensure you are always able to contact someone, at any time. Medical transcriptionists are operational 24/7/365.

See also FAQs