Every software company promises great support and then measures it by how many people they employ. We would rather be measured on how long you wait when something has gone wrong in the middle of a clinic day.
Most support starts with a queue. Ours starts with an answer. Three ways in, and you pick which one fits what just happened.
We are a small team, and that is the point. The person who picks up is the person who can fix it. Not someone who takes a message for someone else to read on Monday.
Urgent call backs run 6am to 11pm Eastern, seven days a week, weekends included. Outside those hours we pick it up first thing.
It knows the whole product guide and answers on the spot, at any hour. Most questions end here.
Not urgent? Send it from inside OutSmart and get a reply the same working day. No hold music, no ticket number to quote back to us.
Stuck with a patient in the room? Mark it urgent, leave your number, and it rings a real phone straight away. We call you back in minutes.
We used to take calls all day. What we found was that the loudest problem got the attention, and the genuinely urgent one waited behind a question about printing a receipt. Everyone got a bit of us and nobody got enough.
So we rebuilt it around triage. Most questions have a known answer, so the assistant gives it to you immediately, day or night. Anything that needs a person gets one, and you tell us how quickly by choosing the urgency yourself. When you mark something urgent, it does not join a list. It rings a phone.
The trade is honest: you cannot ring us and start talking straight away. What you get instead is an answer at 11pm on a Saturday, and a call back in minutes when you are stuck with a patient in the room.
We are a small team, and that is the point. The person who picks up is the person who can fix it.
A full written guide to every part of OutSmart, kept current as the software changes. Free to read, no login needed.
Ask a question from inside OutSmart and get an answer drawn from that same guide, without switching windows.
Moving from another system is a project, not a download. We plan it with you and bring your data across.
Half an hour, no slides. Bring the thing your current system makes hard and we will show you how it works here.