Customer Success

We provide customer support that prioritizes your success with our product. That’s why we have a Customer Success team that will look after you from activation and continue throughout your journey with us.

By working together we’ll help you improve business results and achieve your goals, driving tomorrow’s success.

Activation

Getting started has never been so easy. You’ll be up and running fast with our proven activation process, the foundation for success. 

All of our activation services are delivered remotely, via phone and video conferencing. This means there’s minimal impact on you and can be scheduled when suits you best with no disruption to your business. These services were designed to help you get value from Relaymed as quickly as possible and without being time intensive on your end. 

Our activation service is for all new customers to help them get their locations and devices connected and sending results to their EHR. Hassle free. Every new customer is assigned a Relaymed Activation Specialist, who you’ll know by name. Their mission is to support your success – everything from setup and configuration assistance through to training, all within a timeline built around your needs.

What’s included

• Kick-off call with the Activation Team at the start of your Relaymed subscription
• Collaboration with customer’s EHR for required interface activation and configuration 
• Guided assistance to configure all point of care devices and verify connectivity 
• Live training sessions with system administrators
• Access to full Relaymed support including phone, email, ticketing system and live chat
• Access to Help Center resources with dozens articles for self service
• Collaboration with customer’s State Health Department (for customers using the COVID State Reporting Module)

With a dedicated Activation Specialist you’ll be able to launch faster and start making the most of your Relaymed subscription. You will be guided through all setup and your team fully trained to ensure success. This will greatly reduce your personal implementation overhead. 

Training

When new software or systems are implemented into a practice, staff training is often the major obstacle to overcome before you can ‘go live’. This is not the case with Relaymed. Staff training is incredibly straight forward, as introducing Relaymed barely requires any changes to how they complete their work tasks. Everyone will be using Relaymed with confidence on day one. 

Relaymed training includes a live virtual session which essentially walks customers through the list of tasks their staff will no longer have to do as part of their new and improved workflow. As long as members of staff enter a patient identifier onto the device, the rest of the process is automated. It will also cover how to use the myRelaymed web portal and how to quickly and easily deal with exceptions when they arise. 

Ongoing Support

After you’re up and running our Customer Success team is always here for you. Ongoing support is included in your Relaymed subscription and always will be! We have many avenues available for you to connect with us, so you’re never left alone:

• Virtual Help Center with dozens of articles to help troubleshoot issues
• Real-time scheduling available to book assistance sessions
• Virtual Live Chat function
• Support ticketing system
• Phone support
• Email support