In today’s demanding environment, where laboratory professionals face high expectations and a shortage of qualified resources, the importance of reliable and knowledgeable technical support for your laboratory information system (LIS) cannot be overstated. At Orchard, we leverage advanced analytics and collaborate with our customers to continuously evolve and enhance our support services, enabling you to maximize the potential of your Orchard solution and focus on your business operations.

National Customer Support Week

Every October, we proudly celebrate National Customer Service Week, honoring our technical support professionals who diligently listen to and work with our customers to resolve problems and improve their Orchard systems. These dedicated individuals are the frontline of Orchard; their hard work, dedication, and commitment to excellence ensure our customers feel valued every day.

Orchard’s Unique Support Offerings

Orchard Software’s support team is available 24/7/365, providing expert assistance tailored to your lab’s needs. We offer multiple levels of support and add-on options to customize your experience. Our technical support team is based entirely onshore, and we have recently introduced a Direct-to-Agent (DTA) call-in system for faster resolutions and connections to specialized resources based on your needs. DTA metrics (e.g., cases closed same day, call answer times, etc.) have consistently improved since its introduction and we will continue to focus on responding to calls as quickly as possible. In fact, for the last quarter, we answered 74% of all inbound calls within two minutes, and 86% of calls within five minutes!

Online Portal Access

Additionally, we provide an online customer portal where you can access our knowledge base and online help, view release notes, log cases, submit feature requests, manage your account and users, and take advantage of our award-winning eLearning courses.

Technical Support Team Qualifications

Our technical support team is comprised of more than 50 highly qualified specialists with backgrounds in healthcare, software support, or other technical fields. Many of our team members are certified Medical Laboratory Scientists, ensuring they have the expertise to support your needs effectively.

Customer Care Team

Beyond our technical support staff, we have introduced a Customer Care team that proactively works with customers who need additional assistance to enhance their solutions and solve problems. Customers have reported significant positive impacts on their business and operations from working with this team. For more details about Orchard’s support options, view our Orchard Cares webinar.

Positive Feedback From Customers

We remain committed to advancing our support offerings and delivering superior customer support. This dedication is reflected in our most recent Net Promoter Score (NPS) of 47 (scores above 20 are good), a 97% customer satisfaction rating, and top ranking (9.8) in the area of Support and Customer Care in the 2024 Black Book market survey.

Relationships

The relationships we build with our customers, combined with our exceptional support, make Orchard a unique LIS partner. For example, during Hurricane Milton, a Florida customer urgently needed to create redundancy to avoid negative consequences from the storm. The Orchard team responded immediately, working closely with the customer to successfully implement the necessary resources. This project was a success thanks to proactive engagement and teamwork on both sides.

Our customers often tell us that the special relationship they develop with Orchard sets us apart. We understand the value of the laboratory and the importance of your work. Our ultimate goal is to support your success!