I’d like to update you on the progress we’ve made to improve your Kareo medical billing software service over the past month.
Last month, I shared our plans to use our recent investment to improve your Kareo experience. We promised to enhance customer service, upgrade our data center infrastructure, and accelerate product development.
Over the past month, we’ve made the following progress towards these goals:
- Enhancing Customer Service – We hosted our first-ever job fair and this helped us double the size of our support team. We’re training our new recruits and we hope to have them working with customers soon. Meanwhile, our veteran support team has been working nights and weekends to speed response times.
- Upgrading Data Center Infrastructure – We have installed new servers to increase capacity by more than 33%. We also deployed a software release on October 1st with several performance enhancements. Customers have reported faster loading of certain screens, and an improvement in overall performance.
- Accelerating Product Development – We have hired two new software developers and one new software tester in the past month. We’re currently training our new developers to write code for future product releases and we’re continuing to recruit additional software developers to our team.
In my last email, I asked you to provide input by taking our 1-question survey and I’d like to thank you, our customers, for your valuable feedback. On the product side, you said the top areas for improvement were better patient billing and collections workflow, greater reporting capabilities and faster system performance. On the support side, you said you wanted faster response times, greater availability for phone support and better training options. Please continue to send us your feedback; we’re listening and we will focus on what’s important to you.
At Kareo, we want to become the most customer-centric software provider in the business and we understand that we still have a lot of work to do to improve your Kareo experience. We’ll keep you updated with monthly emails and weekly posts to this Product Blog. Don’t forget: if you experience service that is less than outstanding and our team is not able to resolve the issue, email me at firstname.lastname@example.org and I will respond within 24 hours.
One last update: Kareo will be moving to larger offices on November 5, 2010 to better support our growth. Our new address will be: 111 Academy, Suite 250, Irvine, CA 92617. If you ever visit Southern California, please drop us an email; we’d love to have you stop by for a tour of our new office.
Thanks again for your business and we’ll continue working hard to improve your Kareo service.