Support Services

In the healthcare I.T. field, the importance of available and attentive client support cannot be underestimated. The need to adapt to ever-changing regulations and submission standards, along with routine support functions, make proficient support services a must.

At The SSI Group, the support function is no after-thought. In fact, we place such emphasis on customer support that the preponderance of our on-site staff is allocated to our Client Services division. Moreover, Clients Services is armed with breakthrough technology which facilitates faster, often proactive, support measures. This powerful combination of a dedicated support staff and technical innovation augmenting their support role makes for happy, productive clients and a positive post-purchase experience.

ClickON® LightHouse, Realtime, Remote Systems Monitoring Healthcare I.T. vendors whose customer support initiatives are strictly reactive in nature are missing the boat. These days, efficient event management is paramount to maintaining service delivery. Equally important, when service disruptions occur, early notification is essential. The faster a facility is notified, the faster an outage is overcome or a slowdown is remedied. Chances are, you do not have the luxury of a dedicated staff sitting at management consoles, monitoring your systems 24/7. But now, with ClickON LightHouse, SSI's powerful client services monitoring system, you can deliver instant event notification to the right person, at the right time, wherever they may be.

A free, value-added enhancement to our Client Services, ClickON LightHouse monitors the functionality of remote machines and the SSI applications running on them to deliver the support you need, at light speed. It automates essential system resources in order to increase productivity and optimize the performance of applications, collects daily operating data, identifies root cause of performance issues, and helps to ensure a high level of customer service.

Operating in a completely secure environment, ClickON LightHouse security provisions include: 128-bit SSL (Secure Socket Layer) encryption using an official VeriSign® Server ID; access only by authorized users; different levels of access; and prevention of unauthorized creation, deletion or change of data.

ClickON LightHouse is another shining example of SSI's industry leadership and dedication to providing its customers greater support, service and value.

Client Services Support TeamsOur dedicated regional client services support teams promote the development of relationships, as well as an innate understanding of each client's needs and concerns. By assigning these teams a specific geographic region, we have been able to achieve greater continuity in our support services. Additionally, we've found this approach fosters enhanced familiarity of regulatory idiosyncrasies specific to each geographic area.

Other Client Services initiatives include basing our hours of operation on our clients' hours, not our own; making healthcare experience a prerequisite for each and every member of our client services staff; providing a Web-based support tool which enables support requests to be made and status reviewed via the Internet; even a "HIPAA Hotline" for quick and efficient responses to your regulatory and technical questions.