Critical component
While price and technological features tend to dominate the discus-
sion, it's often a post-install feature that dictates the overall success of
a facility's OR integration. "Without a doubt, customer service is the
single most important quality of an OR integration vendor," says Mr.
Smith.
So how do you ensure your facility gets the superior service it needs
from a vendor? Go out to other organizations in your area that have
recently gone live with an integration, says Ms. Kendall. Ask them
point blank, "How's the service? How quickly do they [the vendor]
respond and resolve issues?" A lot times there are slight variations in
the product, but huge differences in the customer service. Your peers
can let you know about an unreliable vendor before you find out the
hard way, she says.
OSM
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