We’re a Community
When you purchase our pharmacy software solutions, you become part of our community. As a team, we work together to guarantee you get the most out of your software while providing your pharmacy with the resources needed to be successful, ensuring your voice is heard, and continuously improving our services to aid you. One thing is certain – communication is the key – and it goes both ways. QS/1 is committed to listening to and helping you, and our team has many methods to do exactly that.
We’re Always Available
Our Client Services department, formerly known as the Customer Support Center, was recently realigned to enhance your experience. Mario Oliver serves as vice president, Marc Ballard as director of LTC, and David Graham as manager. Client Services is made up by a dedicated staff whose mission is to resolve your issues. Our new method of support is referred to in-house as the Ranger model. Many of you may have noticed changes in the way you receive support as we are redefining how we deliver our support services. “Our Ranger model, as well as our hours, reflect that,” Mario said. To answer your calls and provide resolutions faster, we are targeting staff to ensure the most knowledgeable engineer is available to assist you. By providing 24/7 emergency support, our lines of communication remain open, and our availability extends past normal office hours. We’re always here for you.
Looking forward, Mario has a three-year vision focused on developing other ways you can communicate with us aside from calling. Based on your feedback, we’ll make announcements about that soon. Stay tuned.
Your Opinion is Valuable
Our latest effort, the customer satisfaction survey, started in July to evaluate our service as well as address any concerns you may have. As our customer, you are our top priority, and we want your opinion. Any time a Client Services call is completed, a survey is sent to the email provided. You can rank aspects of our service and your satisfaction from poor to excellent, and we encourage you to leave a comment. The more you tell us, the more we can understand your opinion and respond.
Beth Smith, critical care supervisor, receives the surveys and reads every comment. “It is vital that we open up the lines of communication between us and our customers,” she said. We are dedicated to following up with you, and based on your responses, you can expect to hear from us within a week. Sometimes a simple conversation can make all the difference.
If you called since July 1 and have not received a survey, check your Spam folder. The email is sent from “QS/1 Survey at firstname.lastname@example.org.” If you did not receive a survey, let us know.
Communicating with Your Community
Our Customer Connection is a great place to share ideas and communicate with others who use our pharmacy systems. Conversations on the forum range from enhancement requests to brainstorming ways to get the most out of the products and services we offer. The forum is monitored by our staff, and your ideas are always considered when planning system enhancements. If you’re not already utilizing Customer Connection, signing up for an account is quick and easy. See Quick Clicks & Tips (p.4) for steps to set up an account.
Keeping You in the Loop
Want to know what enhancements were added in a service pack? The information is available in our customer-only portion of our website. Sign on at qs1support.com and look under Software Service Pack Details & Downloads. The QS/1 Product Web Help section also includes enhancement information and provides additional information, such as how to add a patient, complete prescription processing, run a report, etc. For a more comprehensive look at the software, check out our training workbooks, located under Training Resources. Our software webinars and VidTips also provide service pack information and tips on how to use your pharmacy software more efficiently.
On the go? Download the free QS/1 Message Center app to your Apple® or Android™ device and enter your System ID to receive important alerts concerning your products and services. This could include a change to your Prescription Monitoring Program (PMP) requirements, issues with a third party, or other important information that is relevant to you. With the app, you’ll always stay up to date.
For electronic updates regarding our pharmacy systems and industry news, subscribe to The Edge and The Edge LTC newsletters and this magazine. Newsletters are emailed to subscribers every other Wednesday, Insight is sent quarterly, and all are guaranteed to keep you in the loop. To subscribe, visit qs1support.com and find the information under Periodicals.
Training to Suit Your Needs
There’s a lot to learn about your pharmacy management system, and our Training and Implementation group is dedicated to giving you the tools you need to be successful. We want to make your life easier; therefore, training is available to you, both onsite and remotely. If you’re new to the community or a long-time customer who needs a refresher, here is an overview of the services we provide.
To start, you are allotted a certain number of training hours. Your training hours can be used any way you prefer – remotely, onsite, or at QS/1. After your first six months, training remains available to you as needed. Whether you have new staff who need to learn the software or you have questions about the system, such as reporting, billing matrix, and workflow, your account representative provides his or her telephone extension and email and can be easily reached. On Go-Live day, your representative remains at your pharmacy for one to two and a half days to help. After Go-Live day, your account manager follows up with you monthly or quarterly, depending on your product and specific needs.
It’s important to remember that each pharmacy software system and ancillary product is different, and our teams vary for each. Training teams are separated as follows:
- NRx, Point-of-Sale (POS), SystemOne®, Multi-site Management (MSM™), and ancillary products
Contact your account representative or implementation specialist regarding any questions.
A Relationship Built on Communication
Communication is the key to the connection between us. Listening to your opinions and ideas, answering your questions, and keeping you posted on system updates as well as company and industry news are all equally important in our relationship with you. We’re listening. We’re responding. We’re here for you.