Excellence in Customer Service - Quick Facts
	Not only do we consider customer service to be taking care of our customers’ needs, but actually anticipating their needs ahead of time.
	Our Senior Associates work with your staff to plan, organize and implement our entire Electronic Manager product solution.
	We do not consider our job finished until all users are trained and comfortable using our product.
	We provide “Gold Standard” training to all users in an organization.

	Follow-up – We follow up with our customers once our job is complete, in order to ensure continued satisfaction and success with our product.
	User Focus Groups – We provide periodic opportunities for our customers to conference with us in order to discuss updates to our product and to solicit feedback from them as to any improvements they would like to see in the product.

Excellence in Customer Service

VHA has a unique definition of Customer Service. We believe that it includes not just taking care of our customers’ needs, but actually anticipating those needs and being ready to offer solutions that will be both efficient and cost effective. We consider every interaction we have with a customer an opportunity to demonstrate this commitment. Excellence in Customer Service is a cornerstone upon which VHA has been built and we expect it to guide us into the future as we work with, and for, our customers.

You’ll feel the impact of this customer-focused attitude throughout your relationship with VHA. In particular you will see it in the following areas:

Consultation
To begin with, you’ll work with our Senior Associates who will prepare a demonstration of our product using your company’s information in such a way that you’ll be able to truly see our product at work in your environment. After your decision to move forward with VHA’s Electronic Manager (EM) tool in your company, these same individuals will work with key members of your organization on a Steering Committee. This committee will be tasked with identifying processes that will be addressed by EM and ensure that your Business Rules are developed and refined in a way that will require minimal work by those in your company who will be making adjustments within the system.

Training
Our Training Coordinators will work closely with those on your implementation team to ensure that training is relevant to all groups involved. They’ll ensure that not only the EM tool, but also the processes it represents, are well understood by all employees who attend the training. All questions will be answered, and the job won’t be finished until even the most technically challenged people are comfortable with the system.

Follow-Up
Follow up will occur on an intermittent basis for up to several weeks after training is completed and the product is fully implemented into the customer’s site. This follow up can include anything from one-on-one training at an individual’s desk, to assisting in the development and implementation of migration strategies for each unit, (which are determined by the Steering Committee.)

Relationships
It will be our goal to establish solid relationships with both technical and non-technical individuals at each customer site. Though our consultants will always be just a phone call away, the customer will not be required to enlist outside help every time a change needs to be made to the system. We train people chosen from your company to be Functional System Administrators (FSA’s). These FSA’s will be responsible for maintaining, making changes, etc. within the EM software after VHA has completed their implementation. Before we consider our job complete, we will ensure that the FSA’s are thoroughly trained in the Administration Module wherein adjustments to the system are made.

User Groups
On a quarterly basis (or more often, if necessary), VHA holds User Group meetings. These meetings comprise members from our staff and members of our customers’ staffs. In these meetings, we discuss with our customers the new developments and/or enhancements of our product. We also discuss any specific problems any of our customers may be experiencing and how they might be rectified. And, lastly we solicit comments and feedback from our customers regarding their ideas for improvements to our product. We feel this approach will guarantee our customers’ satisfaction and allow us to continuously improve our product to the same end.