Dear Valued Client:

 

Hello.  My name is Marc Adelberg and I am the new Vice President of Client Services at SourceMedical.  I am very excited about joining the SourceMedical team, and to be associated with the ambulatory surgery market.

 

As background, I have been managing service organizations for the last decade for various high tech companies with reputations for great customer service including Priceline, TotalMove, and a medical equipment company owned by AIG insurance.  I have a passion for driving organizations to provide quality services to its clients and customers.

 

As the market leader in information technology for surgery we are always interested in improving the value of the services we provide to our customers and maximizing the return on investment in our products.  After listening to your suggestions and comments, and carefully considering the survey results we received, we decided to implement several changes which will enhance various aspects of our service offerings.  You will notice that for many of these initiatives I have listed specific metrics so you know what we are striving to achieve. Our campaign is called 2008 MAXIMIZING VALUE and the timeline is to implement these improvements by July 1^st.

Initiative #1:  eServices. Our customers have asked for the ability to access our support services online. On May 5th we launched our new web site, which includes a new Client portal. Clients now have access to their own private and secure portal, which will be accessed via a username and password. Not only will you be able to report an incident, but you'll be able to see the progress of the incident resolution any time. You will also be able to pull reports to look at your service information in various ways. This is a new service offering that we are very excited about and that will result in a lot of benefits to you.  Over time we will be expanding the Client portal to include a customer chat area and an expansive knowledgebase.

Initiative #2:  High Accessibility.  Customers have also asked for more immediate access to our support services. In response we are creating a new group, the First Responders, and our plan is to answer all calls and inquiries with a live person. Our First Responders will receive all incoming calls, emails, faxes and web submissions. The group is being cross-trained across our products to handle simple inquiries. They will be able to answer and provide resolution for many inquiries but in the event they need to consult a subject matter expert, they will quickly assign it to a team member for immediate follow-up.  Emails, voice mails, and eService submissions will be responded to within 60 minutes with an overall objective of immediate responsiveness.

Also we have committed to increasing the knowledge base of our front-line staff. Our commitment is demonstrated by the investment of time and resources into training our staff in product knowledge, in communication and phone skills, as well as improved diagnostic skills.

Initiative #3:  Targeted Services. Our Customer Relationship Management (CRM) System is being enhanced to allow us to identify callers, including their level of expertise and products used, and route the call to the appropriate team. We are putting more emphasis on identifying callers and updating our database and in most cases will be requesting an email address for follow-up. In addition, we have added staff in key areas including the Electronic Claim Submission teams, State Reporting teams, and our Data Services teams. We understand that these are key areas where we need to have highly skilled staff capable of responding very quickly to your needs.

Initiative #4: Education. In our recent customer survey, our users expressed interest in expanded educational and training options. We are therefore excited about the opening of our new training center in Wallingford, CT in January of this year. We spent over $250,000 in building a 3,000 square foot facility that includes a 24-seat training center and a mock-up of an ASC business office to better educate our users based on best practices for ASC workflows.  We are very fortunate to have Richard Pollack overseeing the operations of the Learning Center of Excellence.  Richard is a leading industry consultant. Please refer to Rich's article in our recent Newsletter, The Source, regarding the expanded curriculum available in our Learning Center of Excellence.

I look forward to working with you and please feel free to contact me at (203) 284-7607 or marc.adelberg@sourcemed.net with your suggestions, comments, or to raise or discuss any issues.