LVM Systems Eases the Stress of Changing Software Vendors

June/July 2010

“Change is difficult but often essential to survival,” says Les Brown, American author and speaker.  Yes, change is rarely easy.  When it comes to healthcare call centers changing their software, the process of change often is harder than the change itself.  Between budgetary and IT issues, managers need to make a compelling case for change.  In this spotlight, two veteran healthcare call center managers share their thoughts on system change.

Agents of Change: Nancy Welch, RN, call center operations director for Banner Health in Phoenix, Arizona, has seen a lot in her 25 years in the industry.  In 2004, Welch thought it was a good time to take a strong look at changing some of the software at her 65-seat call center.

At the time, Welch had been vaguely familiar with LVM Systems.  That all changed when, to her surprise, company founder and LVM president, Les Mortensen, personally conducted the finalist presentation.  “Every answer was ‘what do you want it (the software) to do?’”  Welch recalled.  “Everything was so customizable.”  Welch chose LVM Systems software to manage high-risk emergency room callbacks, high-risk medication callbacks, physician referrals, and event registrations. 

Angie Sheffer, call center supervisor for Martha Jefferson Hospital in Charlottesville, Virginia, spent 12 of her 30 years in the industry using what she called “antiquated” healthcare call center software.  In 2009, when she learned that her long-time vendor was discontinuing support of the software she was using, she decided to explore a change.  “We were hesitant to make the move because of the cost,” Sheffer said.  “(LVM Systems Sales Director) Carol Zeek came in and showed us that we could work it out in steps.”  Sheffer started her four-seat call center on LVM Systems’ basic marketing/referral modules.  She has been adding modules ever since.

Implementation: Next to cost and IT concerns, many healthcare call center managers see the actual implementation process as one of the most intimidating aspects of changing their software.  However, working with LVM Systems, both Welch and Sheffer found the process manageable, if not enjoyable.  “We were used to rigidity,” Welch said about her previous software.  “We could not wrap our heads around the customization LVM offered.  We were able to make it our own.”

Sheffer is equally enthusiastic about her implementation experience with LVM Systems.  “The implementation team was fantastic and so supportive,” she said.  “They encourage customization that meets our needs.”

For LVM Systems, stories like Welch’s and Sheffer’s are the norm.  The LVM Systems implementation team works diligently to understand the unique needs of each customer.  The team uses that understanding to provide systems that exceed expectations.  To date, LVM Systems has completed more than 50 transitions from competing healthcare call center software systems that are discontinuing support on legacy systems. 

As much as LVM Systems would like to outfit the entire industry with its software, the simple fact is that the company will not exceed capacity in order to increase market share.  “We will not compromise on providing the highest level of customer service,” said LVM Systems chief operating officer, Mark Dwyer.  “We will only work with a select number of customers seeking to switch from "sunsetting" products.”

Because a software implementation process can take several months, Dwyer strongly encourages those considering a change to begin the process well before the end of 2010.  “If we begin implementation by the end of the third quarter in 2010, we can ensure new customers that they will not have a gap in their ability to provide uninterrupted service next spring,” Dwyer said.

Stellar Support: If you ask customers like Welch and Sheffer what separates LVM Systems from the pack, they will cite customer support.  “I have never had a bad experience with LVM,” Welch said.  “They are very easy to work with.”

With her previous software vendor, Sheffer’s customer support “team” consisted of one part-time person.  “What impressed me [about LVM Systems] was the support,” Sheffer said.  “LVM has fit us perfectly.”  For President Mortensen, who also serves as the company’s chief information officer, LVM Systems’ stellar customer support can be traced to three factors: people, product, and practice

People: In terms of people, LVM Systems has recruited and retained a team dedicated to providing the highest level of customer service.  LVM Systems support personnel use a consultative approach that ensures each customer receives the most efficient software possible.

“They’ve been great to make suggestions,” Sheffer said.  “I needed someone who could help me expand my way of thinking.  Rob (Randolph) in support has given me suggestions I may not have thought of.”

LVM Systems also provides customers a forum where healthcare call center professionals can network and share knowledge with each other.  By accessing the client portal on LVM Systems’ website, customers can interact through the business networking section of the website.  “The networking with other call centers on the LVM website has been amazing,” Sheffer said.  “I have made connections with people who run small call centers like mine.”

Product: According to Mortensen, the result of having a highly talented team is a software product that gives customers everything they need to operate a highly effective healthcare call center.  LVM Systems prides itself on its ability to customize its software.  “It is great software and a great company,” Welch said.  “The software has always met our needs.”

LVM Systems also features excellent clinical content.  Currently LVM Systems clinical content includes 266 pediatric triage guidelines researched and written by Dr. Barton Schmitt, and 293 adult triage guidelines researched and written by Dr. David Thompson.  Moreover, five or more new guidelines are added each year.

Practice: LVM Systems has been in the healthcare call center business for more than twenty years.  It is the only business the company is in.  With a dedicated focus, LVM Systems continually seeks to improve its products and services.

The result of this dedication is the nearly unanimous support of its clients.  In a 2009 survey of more than 125 clients, ninety-three percent were satisfied with LVM Systems.  And when asked if they would recommend LVM Systems to other organizations, ninety-six percent said they would.

A Call to Service: Any company can claim that they are dedicated to customer service.  It is another to live the value of customer service.  At LVM Systems, customer service is embedded deeply into the company’s DNA.  Take, for example, an instance where Welch faced an issue with her IT department.  “I called Mark (Dwyer), and by the end of the day, the issue had been resolved,” she said.  “That is the type of software company I want.”

Getting Started with LVM Systems: If you would like to explore the possibility of increasing your call center’s efficiency with LVM Systems software, please call CFO Robert Cluff at 480-633-8200, extension 223 or learn more at www.lvmsystems.com.