Powered By

Services

“Thank you again for your remarkable product and the continuous support you have provided us for the last eight years. We look forward to many more productive years with MedInformatix.”     

          Jeffrey H. White, M.D., Dalton Pediatric Medical Center

At acentec, service is the key.  Service supported by a thorough appreciation of clients’ needs.  Service backed by years of experience.  Service from a professional and caring team.  Service given with courtesy and speed.  

From the first contact with our clients - through the sales, installation, implementation, training and ongoing support process - we aim to create a long-lasting and prosperous relationship.  It is this relationship that powers our engines and drives us to excellence.

The services we offer include:

Installation, Implementation, Training.

acentec’s implementation process is designed to provide clients with fast, efficient service, high level training, minimal disruption to their daily operations and a smooth, seamless transition to their new system.

Our ability to achieve this is based on effective pre-planning which includes analysis of workflow and clinical/practice management needs.  Most clients attend pre-implementation meetings at our Medinformatix corporate office for needs and workflow analyses, initial training and discussions with executive staff, project managers and technical support staff.  For more complex installations our team works directly with clients on-site at one or more locations.

During installation your business stays open.  You continue to run on your old system till the new installation is tested, approved and training is complete. This insures a smooth transition and no or minimal down time.

During installation servers are set up, everything your system requires is downloaded (including files, tables, reports, forms, billing codes, decision trees for specialties), interfaces are put in place, the system plus each workstation is tested and final training takes place before we allow your system to “go live”. Data is converted from your old system to the new one and any system adjustments not previously anticipated are completed. During this time we also work with either our own or your IT specialists/designated staff to better equip them for future system management and train key personnel to act as future trainers. 

acentec offers extensive training for all users of our software through a variety of means – face-to-face, via the internet, or via CD-Rom.   MI Interactive, our web-based tool, allows us to deliver training in real-time to an unlimited number of remote locations. 

Once you go live our project manager stays in close contact with you and ongoing 24/7 support is available as well as online interactive troubleshooting in real time through our MI Interactive function.  Length of installation depends on the size of the practice, number of seats and complexity of requirements.

A typical implementation and installation process covers the following key points:

Support

acentec offers superior technical support available 24/7 provided by professional engineers and software specialists with rapid response and resolution times.

Clients become familiar with our technical support team during the sales and implementation process, establishing a personal touch to future communications.  In person or online demonstrations of our software solution are available to interested clients and sales and support personnel will answer any questions regarding the software, how it interfaces with other systems, installation procedures and ongoing training and support.

Should a problem arise, there are numerous ways to get help – by phoning our technical support center in Irvine, online through email or through our partner Medinformatix directly.

Our support team documents every call and resolution and regularly conducts client satisfaction questionnaires to receive the feedback required for constant improvement of the support process.

MI Interactive is one of the most innovative support systems we use.  It is a Web-based, real-time remote tool that provides a simple way for our technical professionals to quickly manage and resolve any problems via the Internet. While online and with our client’s permission, our support staff can use MI Interactive to:

Our goal is to provide exceptional service to every client on every call because we recognize the critical nature of your business. We take great pride in our ability to deliver unpromising attention to detail to meet your needs.