24/7 UK-based Support for Carestream Healthcare IT Customers

HEMEL HEMPSTEAD, February 13—In line with its commitment to provide the best customer experience in the industry, for all of its clients across the UK, Carestream now offers access to:

  • What is eXceed?
    Xceed is Carestream’s corporate initiative to provide the best customer experience in the industry
    Incident Support Specialists — UK-based PACS service engineers available to provide service support for any requests, 24 hours a day, every day of the year
  • Extended day Business As Usual ‘At Desk’ support from 8:30am through to midnight every Monday to Friday, provided by UK-based support staff
  • On-call service support for Carestream PACS systems from midnight to 8am every Monday to Friday, and all day and night on Saturdays, Sundays and public holidays, again provided by UK-based support staff
  • A UK-based Duty Manager available 24/7 — A direct dial telephone number is given to provide a point of escalation should this be necessary

Steve Sparks, Carestream’s Services Delivery Manager for UK and Ireland, explains that this level of support is expected by Carestream’s customers, for whom the possible impact of their IT systems encountering issues are significant. ‘Carestream believes firmly that our customers’ success depends on our exceeding their expectations and this is particularly important when it comes to customer support. We take immediate ownership of any requests passed on to our support teams. From our support specialists who guide customers through trouble shooting, diagnosing and delivering fixes over the phone, to our service engineers who can provide onsite technical help. Our experts work together to resolve requests as quickly as possible.’

Alder Hey Children's NHS Foundation Trust, in Liverpool, is one example where this availability of customer support is particularly appreciated. Steven Short, PACS and RIS Development Manager for the Trust, comments that ‘Alder Hey Children’s Hospital has a complex, bespoke Carestream PACS configuration due to the unique workflows configured for the storage of radiology and non-radiology imaging. Alder Hey has benefitted from Carestream’s move to a 24/7 UK-based support arrangement owing to its engineers’ familiarity with our site’s configuration and greater ability to take ownership of any issues. The site has seen improved resolution times for issues since the implementation of this service.’