AAI Support Center Enhancement

Beginning this past April, the Arrendale Support Center went live with an e-mail notification feature.  This feature is an enhancement to RAID, the Reporting and Analysis of Incidents Detected, call tracking system developed by Arrendale.  With the new e-mail notification, customers are advised at two different times by the AAI Support Center when a service call occurs.  First, the customer is notified that the service call has been entered and assigned a call tracking number.  This notification is sent within a short time of AAI’s receipt of the call since it is an automatic feature.  Follow-up is easier for both customers and AAI associates with the computer generated incident number available to both.  At the time of resolution, a second customer e-mail notification is sent, advising the customer that the call has been resolved.  Included in the final notice is a brief description, in layman’s terminology, of the solution. 

Lisa Ebelhar, IS Application Analyst for Owensboro Mercy Health System, in Owensboro, KY, summarizes with the following:  “It makes my job easier now since Arrendale sends an e-mail to notify me that they are working on our issues.  I can share this e-mail with the transcriptionists and they know the problem is being worked on.  I also like receiving a message when our issues are closed, so that I can forward pertinent information to the end user.”

To reach the Arrendale Support Center, please press Option One from the main telephone menu, 800 344-1323.  Your call will be routed to a support center specialist for entry into RAID.  Statistical reporting from RAID is used to improve TAź’s performance throughout all of our healthcare facilities.  More information about the Arrendale Support Center is available in the Support Center pages of Arrendale’s web site, aaita.com.

August 2001 TAź News