Elevating Your Support Encounter – Evolving Client Support at Inovalon
Inovalon has experienced rapid growth over the years. As the Company has added clients and made strategic acquisitions, our portfolio has expanded, ushering in a broadened community of users with diverse needs and unique challenges. Our mission is to empower efficient and high-quality care through data-driven insights, informing the right actions at the right time to improve healthcare outcomes and economics. The total client experience is at the heart of our efforts to design and build the best solutions in the market, while providing world-class support along the way.
Building a support function that scales to meet growing demands is challenging but incredibly rewarding. Over the past few quarters, we restructured our support functions into a single team to provide expanded coverage, extended support hours and more rapid issue resolution. Since making these changes, our Client Satisfaction related to support has remained above a 96% throughout 2020 according to the 1,375 clients that had an issue or a question and shared their feedback with us.
While I am happy to see this level of satisfaction when resolving support issues, I am pleased to share that it is only the beginning of our continued investments to make the support experience even better. Today I am thrilled to announce the availability of the Inovalon Help Center.
Available now, Inovalon clients can navigate to support.inovalon.com and access user guides, release notes, and helpful resources and create or manage support tickets online. Clients will always have the ability to reach out to our support team via phone or email, but users can now interact with our support teams and knowledge base online, providing more self-help options, greater access to knowledge and simple insight into open or past support tickets.
Opening a support ticket has never been easier. With a single click, you can engage our support teams to begin working on your behalf. While you can expect a prompt reply and ongoing status updates, you can also view the status of your inquiry online, with access to your support history and resolutions in one place.
I’d encourage you to login today and give it a try. We are excited to share these new capabilities and will be rolling out even more enhancements in the coming months as we begin introducing guided help and live chat directly into our applications.
I want to thank the clients that were generous with their time participating in the beta-testing of the Inovalon Help Center to ensure it is ready to roll out to everyone today. Your feedback, suggestions and encouragement made it that much better! I love the partnership we have with our clients at Inovalon. Thank you for the trust you have placed in us and the collaboration to enhance and improve our solutions.