Customer Support Services
Experienced, Tenured team, Proactive account management
Support Services
Support Services Center in Health Matrix provides an assistance to clients whom they are using Health Matrix solutions, either for the application layer or
technical layer.
The center is working within international best practices with full automation workflows, and well-defined processes and policies. This helps in managing the whole cycle internally and externally with Health Matrix clients and vendors in parallel with developing and increasing the capacity.
PHANTOM Support Services
Answer you need for the
experience you expect
Support center provide an
assistance to the clients whom they are using health matrix solutions, either
for the application layer or technical layer
In
order to protect the investment of the client in our solutions as this is
crucial to generating long-term benefits from these solutions, we are providing
a wide range of services, such as:
Incident and Requests Management
Change and Release Management
Knowledgebase Management
Availability and Access Management
Problem Management
Configuration Management Database
Support Contracts & Definitive Media Library
Service Level Management
Service Operations & System Utilization Process
Proven Value
The support services center is driving value to your organization, and
keeping your system performing well, updated, working efficiently and
effectively. Increasingly, our clients are relying on us to provide a range of
support services where they recognize the value of partnering with us to
achieve:
The highest quality service to support their business and solutions
Greater efficiency and consistency through standardization
24/7
Support Services
Health Matrix provides the
support services as first line and second line of support "based on
agreed SLA" in
order to handle the incidents and cases received from clients, in an effective way, where these incidents and cases are prioritized
and assigned to be
resolved as per the SLA agreement. However, if the incident or the case is
critical case and it has a high priority, then Health Matrix support team will
act immediately and will dedicate the team to 24/7 model to get those critical incidents resolved and to get the system back to its optimal
functionalities and operations.
Customers Feedback
Health Matrix is committed to
provide its clients
the best services and up to the utmost quality, and
in line with our commitment to continuous improvement, Health Matrix is conducting the annual support services surveys in order to receive the feedback and listen to the clients about the
support services performance and commitment
across the year. Accordingly, action plans are developed in order to gain more
trust and positive improvement in the future.
Proactive Account Management
Health Matrix support
services extend its services to its clients
by assigning the business relation manager in order to be in regular touch with
the client across the year, in addition to conducting proactive on-site
visits to the client for better health
checks for the provided services, and for better system
utilization and get the maximum benefits out of
digital health solutions.
