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OmniCare Customer Support - Logging Support Issues

During your OmniRIM implementation project, your OmniRIM Project Manager will be your primary contact for all OmniRIM related support issues.  It is crucial to the success of your project that your OmniRIM Project Manager is made aware of any problems, concerns or questions that you may have.  

Towards the end of your OmniRIM implementation project, your OmniRIM Project Manager will ask you for a list of all of your Users that will have the ability to log support cases with OmniCare Customer Support.  We recommend that you identify a handful of OmniRIM Administrators within your organization that will act as the primary contacts for all support issues.  You and your colleagues' will benefit by doing so, as these OmniRIM administrators will quickly become your internal product knowledge experts and they will likely have the answers to many of your colleagues OmniRIM questions.  If there are larger problems or configuration issues to be addressed, these OmniRIM Administrators will be the key decision makers in helping drive the situation to a successful conclusion.

Once your OmniRIM implementation has concluded and your OmniRIM application has "Gone Live", your OmniRIM Project Manager will conduct a hand-off call introducing you and your colleagues to the OmniCare Customer Support Team.  We'll give you a guided tour of the OmniCare Customer Support Portal and we will explain how you can be sure to get the best support possible.  At this point, your OmniRIM Project Manager will work together with OmniCare Customer Support to log any outstanding issues, and we will assign Case Tracking Numbers so that you and your colleagues can monitor our progress on bringing them to a successful conclusion.  Your OmniRIM Project Manager will also work together with the OmniCare Customer Support Team to pass along any special knowledge of your particular implementation so that we can provide you with the best service & support possible!

Now that your implementation has been handed over to OmniCare Customer Support, it will be our responsibility to take care of all of your OmniRIM needs.  There are 3 ways for your OmniRIM administrators to log a support issue with OmniCare Customer Support: 

1) Send an email to us at support@omnirim.com
2) In our OmniCare portal, click on the "Create and View Cases" option, login, then click "Log a Case".
3) For High or Critical priority issues, please call us at 1-866-OmniRIM (666-4746)

Please check out "Prioritization and Response Times" and "Our Support Processes" FAQs to see how we will bring your issue to a successful conclusion.

Our hours of operation are Monday thru Friday from 6:30am to 5pm Pacific Time

OmniCare Customer Support values your feedback and suggestion on how we can improve!  We want to ensure that you and your colleagues receive a world-class support experience any time you need assistance - please send your comments to us at support@omnirim.com .

 

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