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Sentry Data Systems Expands Support Organization To Address Pharmacy Procurement Management And Compliance Needs
Date:9/10/2013

3 support resources, and track resolution of existing cases. After hours, on-call support is available to handle emergency issues that may impact critical hospital services or patient safety.

The SentryOne Optimization Team consists of account managers who help customers identify risks and opportunities and utilize the full functionality of their Sentry software through quarterly business reviews, ongoing training and proactive support.

Both teams are led by Ramona Walls, Director of Client Services, who joined Sentry in July with more than 19 years of healthcare and operations experience. Walls has previously led client-facing sales and support organizations at Allscripts and CIGNA Healthcare in departments focused on EDI, EHR, implementation, revenue cycle and practice management.

"Currently, we're resolving more than 60 percent of all help desk tickets within 24 hours, and we will continue to improve that percentage," says Walls. "Our new approach promises specified resolution timelines for our customers, and we're managing to those timelines to ensure a quality customer service experience."

To ensure an environment of continuous service improvement, Walls is also implementing a periodic net promoter score survey, as well as customer interaction surveys after each closed support case.

About Sentry Data Systems

Located in Deerfield Beach, Fla., Sentry Data Systems, Inc. provides technology solutions that help hospitals address their three biggest challenges: reducing costs, managing compliance and producing better outcomes. More than 2,000 hospitals, integrated delivery networks (IDNs) and pharmacies across the country rely on Sentry's integrated platform for their analytics, procurement, drug utilization and compliance solutions. Since 2003, Sentry's solutions have processed millions of daily eligibility, financial, clinical, and pharmacy transactions, saving
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SOURCE Sentry Data Systems, Inc.
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