Customer Success Ensures You Receive the Help You Need When You Need It
We deliver on your expectations for exceptional service and industry leaders have taken notice. Vital was again recently recognized as a Certified Support Staff Excellence Center by the Technology Services Industry Association (TSIA) at the 2018 Technology & Services World conference in Las Vegas.
TSIA, together with Miller Heiman Group, conducted a rigorous in-depth audit of all aspects of Vital’s customer support operations, evaluating the company against more than 290 best-practice criteria. TSIA noted strengths in executive support for service excellence, appropriate metrics, support call responsiveness and follow-up, among many others.
This is the fourth time that Vital has been honored with this distinction. In 2009, we became the first and only advanced visualization provider to achieve certification for Excellence in Service Operations by the TSIA.
Customer Support is Staffed by a Team of Clinical and Technical Experts
Whether you have a problem, a question or need advice, our hotline is staffed by a team of technical and clinical experts, not an operator bank, so the person you reach can help you right away. If you have an issue, we can access your computer remotely to see what you see, then troubleshoot and assist you.
As a customer with a current maintenance and support agreement, you are entitled to receive all software updates to the products you have purchased. For your convenience, Vital Images can provide you with upgrade services in most cases.
To learn more about Vital’s product lifecycle management, please visit the Product Lifecycle page.
A dedicated Customer Success Manager (CSM) is your proactive and ongoing contact for managing your relationship with Vital Images. The Vital CSM team is chartered with ensuring our customers are achieving value on their investment and ensuring a high level of customer satisfaction with Vital Images products and services. The assigned CSM works with customers on product adoption and utilization, software version upgrades and education, account review meetings and other communication methods to keep customers updated on Vital product capabilities and benefits.
Our customer support staff can access your software remotely to quickly troubleshoot problems, offering personalized assessment and resolution wherever you work.
Vital’s ongoing service plan offers flexible annual auto-renewal or multi-year renewal contracts available at the time of sale, allowing you to lock in your costs for years to come. There are no service interruptions when you renew. Speak to a Vital support representative for more information: 1.800.208.3005.
Vital U® is Vital Images’ professional educational organization. We offer courses on the fundamentals of advanced imaging, clinical applications and technical administration. We tailor education programs for your organization’s size, needs and desired outcomes. Rather than using generalized tool-based training, our expert instructors teach clinically based workflows on Vital solutions. Visit our Education and Training page to learn more.