Onboarding
Configuring Buzz for the organization.
The problem
Most healthcare software support is a form you fill in and then wait next to.
Traditional software support
- Submit a ticket and leave the app
- Reach a general call center that does not know healthcare
- Wait, with no sense of who has it
- Be pointed back at the help site
BuzzConcierge
- Message the team from inside Buzz
- Reach people who work in healthcare technology
- A person picks it up in the channel
- The thread stays with the work it belongs to
Support becomes part of the workflow rather than another system to manage.
“The Buzz team at Skyscape provides Concierge-style support, something I have found refreshing, despite the time zone difference between the companies. It doesn’t matter if you send them a message at 5 am. They respond immediately.”
How it works
Ask in the channel. A person picks it up. It stays where the work is.
1 · Ask
From inside Buzz
Staff message the Concierge team directly in Buzz, without leaving the app or opening a separate support system. The Knowledge Base is there too, for anyone who would rather look it up first.
2 · A person
From a team, not a queue
The Concierge team is multidisciplinary, running from implementation specialists and trainers through to customer success and technical experts. They are HIPAA-trained Skyscape staff working in healthcare technology.
3 · In the record
The answer stays in the thread
The exchange lives in the channel, so the next person with the same question can read it instead of asking it again.
Illustration
Where a question actually goes.
Pick something an agency would ask in its first month and follow it down. Every path ends with a person.
A question arrives on the channel.
Rung 1 · self-serve
Knowledge Base: group and workflow configuration
Written material, available any time. No person involved yet.
The handoff: self-serve stops here. Everything below is a person.
Rung 2 · the channel
The question is posted to the Concierge channel in Buzz
Sent from inside the app, in the same place the team already works.
Rung 3 · a person answers
An implementation specialist picks it up
Configuring Buzz for the organization: users, groups, permissions and communication workflows.
Illustration. The four roles shown are the ones Skyscape publishes; which role takes which question is shown here as an example, not as a published routing rule.
What the team does
Four stages, from the first configuration to the thousandth question.
Implementation
Guidance on users, groups, permissions and communication workflows.
Training
Interactive sessions and ongoing resources for staff.
Advanced configuration
Further work as the organization grows and its workflows change.
What agencies bring to the channel
- Organization onboarding and user setup getting an agency and its people into Buzz
- Group configuration and workflow optimization including home health, hospice and behavioral health workflows
- Secure messaging, BuzzLink, eSignatures and file sharing the day-to-day surfaces staff ask about
- Notifications customizing who is alerted and when
- External care partners inviting people outside the organization into the right group
- Best practices how comparable agencies have set the same thing up
Since day one
The channel pattern started with people.
A question arrives in a channel and an answer comes back in the same channel. That is how the rest of the platform works now, and it started here, with staff doing it by hand.
Developers, product managers and even the CEO watch the channel and step in to expedite responses. Architects and engineering leadership are part of the Concierge teams by design, so answers come with real insight into how Buzz works.
Safety and data
Support people inside a healthcare platform are still handling a healthcare platform.
Getting started
The onboarding is the demonstration.
BuzzConcierge is the team that configures Buzz for the organization in the first place, so the first weeks of using Buzz are the demonstration rather than a separate trial.
Support Plus and BuzzConcierge put white-glove service on the same channel: a multidisciplinary team that works through configuration, workflow changes and feature requests with you, with the in-app channel staffed around the clock.
Questions agencies ask
Who answers when we message the channel?
Skyscape staff: implementation specialists, trainers, customer success and technical experts, with developers, product managers and architects stepping in when a question needs them.
Do we have to leave Buzz to reach you?
No. Staff message the Concierge team from inside Buzz. The Knowledge Base is there as well for anyone who would rather look something up.
When is the team available?
The dedicated Buzz Concierge Group and Buzz Support Channel, both inside Buzz, are staffed 24/7. Email ([email protected]) and phone (508-299-3000) run Monday to Friday, 8 a.m. to 8 p.m. Eastern. The channel is the one that does not stop at eight, which is why a message sent at 5 a.m. is still picked up there.
Who is on the team?
Implementation specialists, trainers, customer success and technical experts, all of them HIPAA-trained Skyscape staff.
Does support stop after we go live?
No. The same team handles advanced configuration as the organization grows and its workflows change.
What does it cost?
Per user, per month, at about the price of a venti latte at the airport. Book a demo and we will put a number against your headcount on the call.
Can a Concierge team member see our patient channels?
No. Concierge members are Buzz users like anyone else, and a Buzz user sees only the groups they are part of. Your patient channels and your team's work in them stay with your team.
Next step
Ask us something hard, in the channel.
The best test of a support model is to use it before you buy. Book a demo and bring the configuration question your last rollout got stuck on.
BuzzConcierge is part of the Buzz platform, alongside BuzzVoice, BuzzChat and BuzzBrain.