TeraRecon

Premier Success

Elevating our standard of care – so that you can too

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2021 KLAS Category Leader in Advanced Visualization

Empowering better patient care with accuracy & durability

For patients, physicians, and your organization's financial health, achieving optimal system value has never been more critical. And now, its never been more achievable. Much more than a standard client-vendor relationship, joining the Premier Customer Success Program is your first step towards a collaborative, responsive, and tailored TeraRecon experience.

Not Just Satisfied...Elated

Ensuring delight and satisfaction at all levels of your organization is TeraRecon’s top priority; and with more than 900 global customers, we can deliver!

Empowered and Enabled

With a dedicated Customer Success Team and an expansive on-demand online training library, your team will find ready answers to every question.

A Shared Vision

Personalized patient care starts with consistent clinical access to high value tools. We aim to foster your growth by extending the use of TeraRecon across your environment.

Continuous Improvement

Your team will learn the tips and tricks of our implementation experts to help you realize the most value possible from your system.

What's Included?

Premier Success is focused on personalized assistance - That is why you will be assigned a Customer Success Manager who will be there to lend a helping hand every step of the way.

INSTALL

And configure our applications based on your agreed-upon design and we will thoroughly test the installation to ensure it meets our strict quality standards.

EDUCATE

Utilize our E-Learning Center along with online customer training webinars.

ACCESS

Technical resources and live help around the clock with 24/7 global support.

CONNECT

To your team for quick assist, how-to sessions, and online resources.

RECEIVE

Insights into every new software release and its application to your use case.

REQUEST

Solution customizations at no additional cost.

What Can You Expect?

As a partner, we measure our success through yours. TeraRecon's Professional Services team will strive to seamlessly integrate Intuition with your existing IT infrastructure. We will work to provide an implementation plan tailored to your environment and needs, led by our own team of Project Engineers, Solutions Architects, and Field Engineers.

Meet Your Success Team

Your organization will be assigned a team of experts, led by your own Customer Success Manager. All of them, dedicated to your success and to ensure that your solutions are adopted, utilized, and optimized for maximum value.

Determine Your Project Plan

Your project communication channel will be identified as well as the cadence for project updates that meet the needs of your implementation.

Go-Live Across Your Hospital

Your go-live and system upgrades will be monitored around the clock to ensure a seamless and successful launch, which keeps your systems up-to-date and maximizes the value of your solution.

Premium Support vs. Standard

Premium

Safety-related support 24/7/365
Unlimited phone & email support 24/7/365
Automatic support escalation 60 Mins
Customized reports 16 Hours
Access to informational webinars & documentation
Premier Success Manager
Access to self-service via customer portal
Premier Success Manager
Access to self-service via customer portal
Recurring personalized on-site training
Unlimited customized workflows
Annual technical solution health check
Pro-active product roadmap review
Recurring ROI & adoption review
Product upgrades during off-hours, incl. weekends
Submit new tickets into case management system
Review status of tickets (new & existing)
Knowledge base access (technical & clinical)
Q&A with direction to relevant knowledge items
Free tuition for ASRT-approved CE Super User Course

Standard

Safety-related support 24/7/365
Unlimited phone & email support 8 AM - 8 PM EST
Automatic support escalation 60 Mins
Customized reports 6 Hours
Access to informational webinars & documentation
Premier Success Manager
Access to self-service via customer portal
Premier Success Manager
Access to self-service via customer portal
Recurring personalized on-site training
Unlimited customized workflows
Annual technical solution health check
Pro-active product roadmap review
Recurring ROI & adoption review
Product upgrades during off-hours, incl. weekends
Submit new tickets into case management system
Review status of tickets (new & existing)
Knowledge base access (technical & clinical)
Q&A with direction to relevant knowledge items
Free tuition for ASRT-approved CE Super User Course

Srini's knowledge to our facility, it's architecture, and how we utilize the system within is instrumental. It allows me to have very good technical discussions with Srini and resolve most issues with very little effort. That personable touch he has is very welcoming.

Mark Housman

Penn Medicine Lancaster General Health

Mario was incredible. He has both technical and clinical knowledge. I actually learned a few tricks from him I will immediately share with my group. He was flexible and super-fast working with me in between patients, and overall a resource that really opened my eyes to the power of this software. Can’t wait to read CTs tomorrow!

Andrew Kim

Kaiser Permanente

Noel is fantastic. He is by far the BEST Engineer that I have worked with, not just from TeraRecon, but ANY healthcare vendor that I have ever worked with. He is always there to help and has been instrumental with our streamlining of Kettering Health’s 3D lab. Noel helps me support the guys that support the doctors who care for our patients. Noel truly understands our values and does more than just installing programs and troubleshooting software. Noel makes it possible for us to provide exceptional patient care.

Branden Jones

Kettering Health Network

The candor and approach to troubleshooting a VERY complex inter-related software system like Aquarius remain a credit to TeraRecon’s technical support staff.

Tal Golesworth

Extent Limited