A visit to the VISUS website is always worth the effort – but particularly so these days. Because the spectrum of services has been more clearly structured for the users and the product line has been expanded. Now everything around the VISUS Service world is finding its well-earned place and the VISUS Academy as the central knowledge platform is occupying a prominent place on the website.
The announcement was clear and the goal boldly stated: VISUS wants to offer its clientele nothing less than the "best service in the healthcare-IT sector" – that was the joint announcement of the Services Division at the beginning of the year. That attainment of this goal is absolutely realistic has already been shown by the new distinction as the „Best in KLAS“ PACS in Europe for 2022. For the evaluation, the software users were asked about not only functionality but specifically also about service, cooperation and support.
With the (self-) awareness of a class leader, the team is planning to identify further adjusting screws for optimization of the service efficiency and to turn them. In this context, it was decisive that service be considered as a comprehensive concept – not as a mere hotline. After all, service begins not with a user problem but instead with the start of a partnership. To be able to map it integrally and over all cycles, Service is subdivided into five topics: traditional support with the help desk team in Bochum, project management, management service, the Training & Education Department, which offers the VISUS ACADEMY, and the consulting service. This subdivision is not represented in 1:1 relationship on the website. Instead, the search tendencies of the users are taken into account.
Together toward the VISUS service promise
To identify any weaknesses, the service team examined the question, critically and through the glasses of the VISUS customers, of which processes are running well and which can be optimized. The result is reflected in the VISUS service promise, that the staff have developed together through the vehicle of workshops. The cornerstones of this promise are personal contact, willingness to help, mutual appreciation as well as competence and quickness. Specifically, this means, for example, that chatboxes or automatic announcements in the help desk team are absolutely tabu – VISUS customers will always be able to deal with a personal contact person in Bochum. The feedback and error culture also will be more open and transparent, feedback from the clientele will be appreciated, taken seriously and included in the service processes. Every effort will be made to avoid long waiting times; problems will be processed as quickly as the best solution permits. Should processing ever take longer, however, detailed information will be communicated.
A further credo of VISUS is the high demands placed on qualification of the staff in Support – and specifically across all topics. Excellent technical expertise is the basis for being able to answer questions quickly – if possible as early as the first discussion. Should any topic be more complex, the physical proximity between Help Desk, Product Management and Development ensures rapid approaches to solutions.