Service Matters
Skylight Healthcare Systems understands the importance of total customer and partner satisfaction. We are dedicated to the success and satisfaction outcomes of each of our customers and strive to deliver products and service of quality and value that are continuously market leading.

From network infrastructure design to installation management to ongoing customer service to marketing support, our strengths lie both in satisfying our customers and building long-term relationships. We are committed to exceeding expectations with every customer interface.  These relationships are based on our thorough understanding of the needs of our customers and listening to those needs as they evolve.

Once installed, ongoing customer service for staff, patients, and guests is directed by a local account manager and supported with a 24/7/365 call center with established, tiered escalation protocols.  Additionally, Skylight’s corporate resources remain highly involved throughout the client relationship. 

Application Support / Training
Skylight Healthcare provides industry-leading network infrastrucuture, product applications and integrated solutions, and provides direct support to ensure hospitals are realizing the highest levels of functionality and effectiveness from the services they acquire.

Working in parallel with the technical implementation team, Skylight’s product specialists meet regularly with hospital staff and management to ensure they fully realize the System’s benefits from the first day forward.  This cooperative process typically includes establishing hospital-specific parameters, modifying hospital procedures and workflows to gain efficiency, and identifying and loading hospital specific content.

On-Site Training
During the initial installation of any of our applications, Skylight Healthcare’s personnel provide direct, on-site support to assist with the installation, communication and launch of the services within the facility.  Extensive training is provided to hospital staff to educate them on the use and benefits of each application. After initial installation, the assigned local account manager is available to provide additional training sessions, in-services and presentations, as needed and desired by the hospital.

Corporate Support
Hospital personnel will also have access to the Marketing Department and Product Development teams at Skylight’s corporate offices for more advanced questions or issues.

Customer Service Support
The majority of ongoing customer service support is provided by either the Call Center (for end-user questions / issues) or by the local account manager (for staff questions / issues).  Support is provided 24/7/365.  Skylight’s customer support is based on a mutli-tiered support infrastructure:

TIER 1: 24/7/365 CALL CENTER
• Handles all initial calls from patients/visitors and from staff at the hospital.  Response time is immediate
• Addresses 95% of questions typically generated from a hospital partner
• A direct, toll-free number is provided for patients, staff and administrators
• No “black out” dates – the call center is available 24 hours a day / 365 days a year

TIER 2: Skylight Healthcare Systems Corporate Management Team
• For more complex issues, calls are immediately escalated for response and handling
• Skylight Healthcare Systems’ team members are available 24X7

TIER 3:  Local Account Manager
• Each hospital partner is assigned a local account manager whose responsibilities include:  nurturing a relationship with all constituencies within the hospital to assure the highest and best use of the system is achieved, providing on-site support when required, providing on-site training to staff on use and benefits of system applications.
• The local account manager will visit each hospital on a frequent basis and is also available “on-demand” for specific issues.  Typical response time is within 2 hours or less.

TECHNICAL SUPPORT
Skylight Healthcare Systems installs and manages a dedicated network infrastructure.  This network is independent from the hospital’s network infrastructure, which eliminates any overlap or integration concerns.  Skylight has sole responsibility for managing this network and providing support. 

System outages are extremely rare.  However, to anticipate any potential issues, Skylight has installed fully redundant equipment within its data center, which is the failsafe strategy if the initial hardware falters.  A seamless transition with this hardware configuration results in uninterrupted performance in the hospitals.

Feel free to contact us and experience for yourself our "Above and Beyond" philosophy of customer care; or ask talk to our delighted customers - customer references are available upon request.  We're always just a phone call away.

E-mail: customerservice@skylight.com
Corporate Line: (858) 523-3700
Customer Care Line: (877) 694-9355
Fax Line: (858) 523-3701