MatrixCare Celebrates Customer Service Month

November 7, 2018
Categories: Corporate
Reading Time: 2 minutes

While Customer Service Week is a national event recognizing the importance of customer service and honoring the people who serve and support customers with the highest degree of care and professionalism, MatrixCare celebrated intermittently throughout the month of October in order to find a balance with the obligations we have to our customers and their obligations to their residents.

This year’s national theme is Excellence Happens Here. Being excellent, no matter where your ‘here’ is, allows us to Lead, Achieve and Exceed in every function and every team at MatrixCare including client support, professional services, R&D, finance and admin, sales, and marketing. Everyone is part of the fabric of Customer Service at MatrixCare.

So, having a dedicated month to celebrate our employees as they demonstrate excellence in customer service on a daily basis, was extra special. Employees located in any of our three offices on these dates enjoyed various celebrations and took part in recognizing their fellow MatrixCare teammates.

Our schedule was as follows:

  • Monday, October 1
    • Catered lunch
    • Hat Day
  • Thursday, October 11
    • Tailgate & Happy Hour
    • Sports Apparel Day
  • Wednesday, October 17
    • Cook-Off
    • Ugly Shirt Day
  • Tuesday, October 23
    • Breakfast
    • MatrixCare Colors Apparel day
  • Wednesday, October 31
    • Halloween fun
    • Costumes

Customer service is a key differentiator in our industry. Because our customers are at the core of what we do, we strive to ensure their needs are being catered to each and every day. We take pride in our work and revel in the delight we bring to those we serve.

To guarantee the highest quality service, our team of professionals delivers real-time support to lessen phone tag and provide immediate responses to our client’s questions and concerns, focusing on quality and thorough answers during all client communications. We know that care providers don’t have time to wait on hold or wait for a response for answers to their questions– they need to focus on their patients, their customers, and our immediate, quality support allows them time to do that. Our well-trained, educated analysts understand that emergencies can happen at any time, any day, which is why we offer 24/7/365 support for those emergencies.

For these reasons, we have continued to hold a ranking of Best in KLAS, along with a support survey feedback score of greater than 96% satisfaction– I suppose it’s true what they say– the proof is in the pudding! See what our customers have to say about our service below:

  • “Every time we speak to someone, they are knowledgeable, courteous, friendly helpful, and very professional. I don’t want to name names because I may forget someone, but please acknowledge every staff member!”
  • “We so appreciate MatrixCare’s dedication to us and to you! Thanks for empowering your people to be the best not just for you but for us as your customer.”
  • “They are awesome and very knowledgeable. “
  • “Always such an amazing help!!”
  • “Always there to answer any questions we have 🙂 Thank you!”
  • “I do not like to single out any one person as your entire support team is fabulous.”

October was a great month celebrating both our employees and our excellent customer service. Find out more about our award-winning training, implementation, and support by checking out another one of our blog posts.

Want to learn more? Let’s connect!

Elizabeth Lee
Elizabeth Lee

Elizabeth Lee is the Vice President of Customer Service for MatrixCare. Since joining MatrixCare in 2005 she has held various positions including Director of Client Support for 6 years prior to being promoted to Vice President of Customer Service on January 1, 2018. Elizabeth’s team is responsible for delivering software support for all of our MatrixCare offerings and ensuring the continued maximum use of our products. Elizabeth holds a bachelor’s degree from St. Olaf College.

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