Integra is committed to providing world-class customer service for all its DocuTrack customers. Integra believes it has accomplished this in its 200+ DocuTrack pharmacies. Some of the key factors behind this proven ability are:
• Knowledgeable & experienced staff
• Quality Product (no customizations)
• Highly refined internal support mechanisms (CRM system, forums, etc)
• Internal copies of each pharmacy information system for testing
This is further supplemented by our operational policy that the account manager who installs a system continues to maintain and support the system. This has proven time and time again to be a superior approach as many of the support issues we encounter go well beyond simple system issues – often requiring hands-on operational guidance involving the people and unique situation facing each pharmacy. This operational guidance can only be performed by someone who is intimately familiar with the particular pharmacy and personalities.
Account Management - At Integra, the client comes first. We provide each account with a primary account manager to lead them through the implementation process. Your account manager ensures all training, full installation and any follow-up is seamless and expedited.
“I was very impressed with the LTC pharmacy knowledge of the Integra Group and especially the account manager.” - Darwin Pond, PayLess LTC
Technical Support – Our team of field engineers and support staff not only assists you flawlessly through the technical aspects of installation, but provides outstanding support to your pharmacy throughout your products lifetime. Our support team is on-site allowing for full communication between product and account managers, developers and support. Available daily by phone or email, we also provide after hours emergency service.
"I consider your customer service response superior to any I have ever worked with in 32 years of being a pharmacist. I sent an email and in less than 5 minutes I had 2-3 replies. Thanks…other companies would be served well by taking a few lessons from Integra." - Andy Hill, R.Ph., Elder Care Pharmacy, Inc.