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Supporting Customers Onsite and Online © 2013 Epic Systems Corporation. Confidential.

Supporting customers onsite and online

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Page 1: Supporting customers onsite and online

Supporting CustomersOnsite and Online

© 2013 Epic Systems Corporation. Confidential.

Page 2: Supporting customers onsite and online

But first, a bit about Epic...

Page 3: Supporting customers onsite and online

Your hospital

Private healthcare specialist

Outpatient clinic

Your home

Commuting to work

Page 4: Supporting customers onsite and online

Your hospital

Private healthcare specialist

Outpatient clinic

Your home

Commuting to work

One Record.

Page 5: Supporting customers onsite and online

290 customers295,000 physicians157 million patients

each year49% of the U.S.

population2% of the world’s

population

117 technical communicators

Page 6: Supporting customers onsite and online
Page 7: Supporting customers onsite and online

Customer Life Cycle

Signing Implementation Go-Live Maintenance

& Upgrade

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What’s the scene at a go-live?

Users are learning

new system

Project team is

busy

Executives want to

track success

Create customized

training materials

Create project team

management materials

Create fancy executive

presentations and reporting dashboards

Page 9: Supporting customers onsite and online

Benefits for customers

Have writers do the writing Instant, customized documentation More credibility with physicians

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What happens after go-live?

Find content

Process release notes

Learn about new content

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Enter the Doc Coordinator

Find contentWebinars

Targeted Q&A

Process release notes

Learn about new content

EducationTech support

EmailsWebinars

Discussion boards

Page 12: Supporting customers onsite and online

Benefits for customers Faster and easier upgrades Increased happiness and

productivity Librarian to go with the library

Page 13: Supporting customers onsite and online

Benefits for us

Immersion learning Visibility and integration Emotional satisfaction

Page 14: Supporting customers onsite and online

Thanks for all your help—I really appreciate you!

The analysts loved your demo today!

All you fine folks get an A.

He’s like Michelangelo. With words. And screenshots.

Can McKenzie come back for our next roll-out?

Page 15: Supporting customers onsite and online

Lessons Learned

Benefits aren’t always clear to other roles beforehand Make sure prep work is done so we can be useful Manage priorities & expectations

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Scaling the project

What are your goals? What’s feasible for you?

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Scaling Try a pilot/internal

version

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Scaling

Support doesn’t have to be ongoing-try intermittent or scheduled models

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Scaling Sneak it in with other

visits

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Scaling Don’t be billable

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Wrap-up/Questions

McKenzie Zeiss ([email protected])Kate Fletcher ([email protected])

© 2013 Epic Systems Corporation. Confidential.