Alan Hirsch's blog

Alan Hirsch
Product Support Director, Claims Workstation, Policy STAR® and FAB Billing Systems
StoneRiver

What do you think is the best way for a software provider to minimize (or hopefully eliminate) the need for application corrections? Specifically, we’re talking about situations in which customers use the application software in ways the software provider did not anticipate, or where functionality has been added or changed. Occasionally what used to work no longer does, so issues surface quickly.

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Alan Hirsch
Product Support Director, Claims Workstation, Policy STAR® and FAB Billing Systems
StoneRiver

As Director of the J Products Customer Support group I get involved with many issues reported by our customers. In most cases, our business analysts and technical staff work successfully with clients to analyze and resolve the issues reported.

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Alan Hirsch
Product Support Director, Claims Workstation, Policy STAR® and FAB Billing Systems
StoneRiver

This is a continuation of our look at ways you can successfully interact with a vendor’s Customer Service department. Part 1 was about interacting with the Customer Service during software installation or before moving the software into production. In this part we look at what has to happen in the vendor’s Services department after receiving your request and what needs to happen after you receive an issue correction.

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Alan Hirsch
Product Support Director, Claims Workstation, Policy STAR® and FAB Billing Systems
StoneRiver

Customer Service departments vary widely in their scope, services, and client interaction. Some departments work directly alongside their professional service teams as an installation project progresses. Others begin working with the client only when a project is completed. It’s best to understand and contract specifically for the support level you believe is necessary for the installed software.

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