Our Commitment to Exceptional Customer Service

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Experience matters

Chances are, you can recall times when you encountered exceptional and terrible service experiences. What sticks out in those cases is not the quality of the product received but rather the quality of the customer experience you encountered. In our own way, we’re all savvy shoppers, users, and consumers, and when it comes to our time and expenses, we have the right to expect a positive customer experience from the products and brands with which we interact. Restated simply – customer service matters.

It’s with all this in mind, that Vyne Medical intentionally, passionately and relentlessly works to put our customers and their experience first. At Vyne Medical, we offer technology solutions that help healthcare providers connect disconnected data®, but we aim to build client connections and relationships that go far beyond data. Need proof? With long-term average KLAS product and evangelism scores that consistently outpace other software and product providers, we don’t have to tell you that we’re passionate about customer satisfaction; our satisfied customers say it for us in their KLAS interview responses.

KLAS Survey Client Feedback

“I love Vyne Medical; they are amazing. They are probably one of the best vendors I have ever worked with, and I have worked with a lot of vendors. I would highly recommend Vyne Medical; their responsiveness and customer support are like no other. Vyne Medical makes us feel valued and important. They listen to all of our ideas and make them happen. If I call the vendor and say something is not working, Vyne Medical is on the phone within five minutes, and they have always been like that. If I didn’t work here, I would probably like to work for Vyne Medical. They are very good.”

In response to the COVID-19 crisis:

“Vyne Medical was amazing at helping us work from home, and that was on the spur of the moment. We had my staff up and running from home, and now Trace is probably going to be a permanent solution for us. Their support team and IT department were calling me, and we had everything done within a few days. That has been the way the vendor has operated since I have become involved with them. Vyne Medical has been with us every step of the way. They are amazing.”

Our Standards of Excellence

When it comes to providing exceptional service, there’s no secret sauce. At Vyne Medical, we simply put the customer first and work to consistently exceed their expectations leveraging insights gleaned from decades of collective healthcare experience, long-standing client relationships, and a dedicated support team. Here’s a deeper look at the standards to which we hold ourselves accountable:

  1. Follow through: Our team works the problem until it’s resolved. We don’t go halfway, cut corners, or pass off the issue. We own it from initiation to resolution.

  2. Go above and beyond: When our clients have critical needs, we meet them where they are. Our ability to proactively respond to the COVID pandemic enabled our hospital clients to rush fax deployments, launch work-from-home initiatives, quickly onboard new users, and initiate contactless patient registration.

  3. Speed of resolution: Our team is quick to transition cases and requests to the appropriate service tier so we can properly match our level of support to the complexity of the request and help to ensure a fast, complete resolution. Seventy percent of our service cases are closed in 4 hours or less.

  4. Customizable Training: Every hospital is different, and we recognize that. When it comes to our training team, we customize our messaging, tutorials and curriculum to meet the unique needs of our clients and their users.

Providing exceptional customer service isn’t something that’s likely to come up in a technical review, workflow assessment, or product demonstration. Often, it’s an intangible feeling of confidence and trust that comes from knowing that with Vyne Medical you’ve got more than a provider – you’ve got a partner that’s committed to your success and satisfaction both today and for years to come.

Want to learn more about our products, their benefits and the team of service professionals who stand behind them? Connect with a Vyne Medical representative here.


© 2020 Napa EA/MEDX, LLC. All rights reserved.  Vyne logos, product and service names, including but not limited to, Trace mentioned herein are registered trademarks and are the property of The White Stone Group, LLC and its respective affiliated entities.  All third-party trademarks and tradenames (including logos and icons) referenced are and remain the property of their respective owners.

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