supporting customers onsite and online
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Supporting CustomersOnsite and Online
© 2013 Epic Systems Corporation. Confidential.
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But first, a bit about Epic...
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Your hospital
Private healthcare specialist
Outpatient clinic
Your home
Commuting to work
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Your hospital
Private healthcare specialist
Outpatient clinic
Your home
Commuting to work
One Record.
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290 customers295,000 physicians157 million patients
each year49% of the U.S.
population2% of the world’s
population
117 technical communicators
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Customer Life Cycle
Signing Implementation Go-Live Maintenance
& Upgrade
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What’s the scene at a go-live?
Users are learning
new system
Project team is
busy
Executives want to
track success
Create customized
training materials
Create project team
management materials
Create fancy executive
presentations and reporting dashboards
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Benefits for customers
Have writers do the writing Instant, customized documentation More credibility with physicians
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What happens after go-live?
Find content
Process release notes
Learn about new content
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Enter the Doc Coordinator
Find contentWebinars
Targeted Q&A
Process release notes
Learn about new content
EducationTech support
EmailsWebinars
Discussion boards
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Benefits for customers Faster and easier upgrades Increased happiness and
productivity Librarian to go with the library
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Benefits for us
Immersion learning Visibility and integration Emotional satisfaction
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Thanks for all your help—I really appreciate you!
The analysts loved your demo today!
All you fine folks get an A.
He’s like Michelangelo. With words. And screenshots.
Can McKenzie come back for our next roll-out?
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Lessons Learned
Benefits aren’t always clear to other roles beforehand Make sure prep work is done so we can be useful Manage priorities & expectations
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Scaling the project
What are your goals? What’s feasible for you?
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Scaling Try a pilot/internal
version
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Scaling
Support doesn’t have to be ongoing-try intermittent or scheduled models
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Scaling Sneak it in with other
visits
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Scaling Don’t be billable
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Wrap-up/Questions
McKenzie Zeiss ([email protected])Kate Fletcher ([email protected])
© 2013 Epic Systems Corporation. Confidential.