Client Services Module: Streamline Business Practices for Your Lab & Your Clients

Transcription

1 Client Services Module: Streamline Business Practices for Your Lab & Your Clients Nancy Stoker, MLS(ASCP) Director of Product Management Orchard Software Symposium June 17-18, 2015

2 Learning Objectives At the conclusion of this session, the participant will see: Overview of CSM functionality New features available in CSM Practical ways to implement CSM for streamlining customer service capabilities

3 Customer Service is Vital! It takes months to find a customer and only seconds to lose one. - Author Unknown

4 What is the Client Services Module? Client Services Module (CSM) is an optional, addon module to Copia Assists the Client Services department in the management of end-user clients

5 What Can CSM Do for You? Track inbound calls Create rules to automatically create tickets Collect client data Schedule phlebotomy and courier routes Monitor quantity/usage of supplies given to clients Run data reports

6 CSM Tab Sections

7 CSM Ticket Numbers

8 CSM Routes Tab

9 CSM Supplies Tab

10 CSM Setup Tab

11 Let s Start with the Clients Tab

12 Clients Tab Designated search fields: Client Name Contact Name Sales Representative And more

13 Search Client Name Searching on client: Cardiology Clinic Global view of client information

14 Global View of Client

15 Client Information Route hours Address and phone Client-specific profile menu Contact information

16 Contact Information Manage your contacts Easily add/edit or delete contacts

17 Go-to Menu for Quick Access to Copia Tables Add/edit client information in Copia Attach add-on tests

18 Ticket Numbers

19 Quick Patient Search Easily search patient s record

20 Want to change your view?

21 Change the View Menu Path: Administration Customization Client Services Tabs

22 Let s Look at Tickets Tab

23 CSM Ticket Numbers

24 Ticket Item Searchable Fields

25 Manage Phone Calls: Create Ticket Number

26 Things You Can Do from the Ticket Window Add ticket description Assign ticket to an individual or department This can be done via rules Add resolution Add a rule that doesn t allow tickets to be closed without resolution Create new tickets, pick-up, stat pick-up, etc. Add links

27 and that s not all Add as an order comment Display on lab report, requisition, and manifest Display on form letter Send to host

28 We Did it ALL from ONE Screen without sticky notes

29 Default Values for Ticket Item Filtering Filter Ticket section to fit your needs: Client Tier Department Priority Reason Region Status

30 New Setting for Region Managers Only see Items, Clients, and Unassigned Route Tasks for their assigned region

31 How Can CSM Help Your Sales Reps? They can know before they go Filter for escalated items by client BEFORE they walk in the door

32 Configure Default Filters for Ticket Items Administration Customization Custom Filters

33 CSM Routes Tab

34 Routes Tab

35 Routes Create and manage courier routes Add stat pick up Edit routes

36 Create Courier Routes

37 Eleven Stops (Locations) on Route 1

38 Add Route Tasks Tasks other than routine pickup and/or report delivery Supply delivery Miscellaneous tasks

39 Supplies Tab

40 CSM Supplies Tab

41 Supplies Tab From the Supplies Tab, click the Options button for drop-down list of action items: Create New Supply Create New Kit Receive Supplies Move Supplies Ship Supplies

42 Shipping Supplies Let the system do the tracking for you Control/Reconcile INVENTORY SHIPPED vs. INVENTORY RECEIVED

43 Supply Reconciliation

44 Restrict Supplies to Certain Clients

45 Track Expiring Supplies

46 Expired Supplies Button

47 When & Where Are Supplies Expiring

48 and that s not all Receive a notification that supplies are expiring Event Log Fax

49 Can Clients Use CSM? Yes, they can! You decide if you want to allow your clients access Reduce phone calls to Client Services Supply requests Ticket items Complaints

50 Forward Facing Supply Request from Client Clients can request supplies Create ticket number Review past requests

51 Mine That Data!

52 Create CSM Data Browser

53 East Region Issues

54 CSM Data Browser: PDF View

55 We Don t Hold Your Data Hostage Fax Export Print Deliver to an inbox

56 Rules

57 Rules for CSM Easy to use Automate workflow Share information data with other personnel Why should Copia users have all the fun? Bring rules functionality to Client Services!

58 Use Rules to Manage Specific Actions in CSM

59 Escalated Client Status Assigned to Supervisor

60 Automatically Close Ticket When Resolved

61 Workflow Option

62 Workflow Option Create UDFs and add to order entry screen, which captures missing information Use OE rules to auto-generate a ticket item and form letter Automatically assign a ticket to individual or group Automatically send an to an assigned individual to alert them of new task

63 Workflow Option

64 Workflow Option: Get Issues Collected Up Front

65 But WAIT what if someone misses a step and tries to save the order?

66 Workflow Option: OE Rule Fired

67 Let s see what happened in the CSM

68 Workflow Option: Check Out the New Ticket

69 Workflow Option: Form Letter Created Via Rule

70 Workflow Option: Form Letter

71 Now Let s Resolve Our Ticket

72 Workflow Option: Close Ticket Via Rule

73 Learning Objectives Review Overview of CSM functionality New features available in CSM Practical ways to implement CSM for streamlining customer service capabilities

74 Upcoming Training Classes

75 P.A.C.E. Credit & Feedback Complete the sign in form, once per day, to receive full credit Be sure to enter your address; a P.A.C.E. certificate will be ed to each user after the symposium Complete the feedback form for the event and for P.A.C.E. feedback (online at:

76 Day 2 P.A.C.E. Program Information P.A.C.E. Provider Number: 526 Program Number: Program Title: Day 2 Orchard Symposium 2015 Speakers: Nancy Stoker, Dr. Michael Glant, Ginger Wooster, David Bracewell, Beth Eder, Ben Bush, John Wallihan, Jacob Eickhoff, Wendy Forgey, Ryan Howard Contact Hours: 4

77 Questions? Thank you!