Telmediq & PerfectServe Commentary
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Subject Expert
Paul Hess
Research Director
Commentary Summary
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User Commentary
Loyalty, Product
We would like PerfectServe to have better integration with EHRs. We want better interconnectivity to...
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Product
I like that with PerfectServe, we can load the schedules of different departments. If the scheduling...
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Relationship, Operations
We get constant upgrades from PerfectServe. The vendor does very well with implementation services...
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Relationship, Operations
We work with PerfectServe quite a bit, and they are pretty responsive at implementing changes or...
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Loyalty
Telmediq is a very solid platform, and PerfectServe is a leader in their field. They have one of the...
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Operations, Product
We got over a huge hurdle recently because we got Telmediq rolled out to all locations. So at this...
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Culture, Operations
The one thing I would recommend if people were going to partner with PerfectServe is to define what...
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Value
My likelihood to recommend PerfectServe rates nearly at the top of the scale, but the cost is the...
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Relationship
PerfectServe's customer service team is just amazing. Their web support is excellent. Their...
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Operations
PerfectServe is awesome with training. The training is on us, but the fact that the vendor...
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Loyalty, Relationship
With PerfectServe's capabilities, one struggle is communication in groups. We have to have the same...
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Culture, Value
PerfectServe is actually pretty fair, so I would say they avoid charging for every little thing....
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Operations, Product
The end users have struggled with the PerfectServe system. Part of that issue is probably due to our...
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Loyalty, Value
PerfectServe is not part of our long-term plans. We are maximizing our technology capabilities...
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Relationship, Product
PerfectServe is mediocre at keeping their promises. They don't do it. That has mostly been a pain...
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Loyalty
Our goal is to go fully with our EHR vendor, so Telmediq is not part of our long-term plans. We love...
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Relationship
PerfectServe’s support is consistent. The vendor has one good person. We do have high-level involvement....
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Loyalty, Product
With Telmediq, we have integrations with our physician schedules and our EHRs. That is the reason we...
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Operations
PerfectServe helped the users with their outcomes with their patients; it was all about...
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Loyalty, Product
We are no longer using PerfectServe's system. It is still there, but we aren't using it because we...
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Operations, Product
There wasn't a whole lot of new technology PerfectServe implemented. There hasn't been a lot of...
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Loyalty, Product
The biggest challenge we are facing with the communication strategy is probably just the complexity...
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Loyalty, Value
If it was my choice, I would probably not buy PerfectServe again. I would go with whatever else we...
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Relationship, Product
We haven't seen anything new from PerfectServe, but we haven't had any issues, so I am hoping that...
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Product
We have had PerfectServe for many years, and we never have any issues. Everything works perfectly...
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Relationship
We have good communication with PerfectServe, and if we have an issue, we get it solved quickly. I...
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Culture, Loyalty, Value
If I were starting from scratch, PerfectServe would be a perfectly fine solution. But in our...
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Operations
Our challenges have mostly been with the implementation services with PerfectServe. They won’t...
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Product
Most people are pretty happy with PerfectServe. On the provider side, it works fine, but the nurses...
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Relationship
PerfectServe's phone and web support is pretty good. Our practices and IT team have been pretty happy....
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Relationship
PerfectServe's people are excellent to work with.
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Relationship, Product
PerfectServe has a lot of improvements to make. The lift to integrate into the EHR and other tools...
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Operations
To improve the training, the vendor needs to have clearer or more available educational documents in...
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Loyalty
Telmediq is a good tool. However, the issue is that we want the benefits of having that...
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Product
What I like about the product is the simplicity of the user interface. It doesn't have a lot of...
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Relationship
PerfectServe is always dependable. We did a large expansion with them, and they hung in there with...
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Product
I wish we could do a bit more with the auditing side of PerfectServe. If we needed to go back and...
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Product
PerfectServe reaches out, and they let us know when there are upgrades. They offer all kinds of...
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Operations
We started training for PerfectServe in person, and everything was going really well. The nuts and...
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Operations, Product
When the upgrades for PerfectServe come through, there are times when the providers have to...
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Loyalty, Relationship, Product
I'm using PerfectServe behind the scenes. I was a user, and I'm not so much anymore. The product is...
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Operations
Every time PerfectServe has an upgrade, we go through it, they communicate to us weeks in advance,...
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Operations, Product
Getting everyone to use the system consistently is the challenge. We still have a couple of one-off...
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Relationship
PerfectServe’s team has been phenomenal. They have worked with us to come up with solutions for...
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Value
We don't get charged for the number of times that we reach out to our go-to PerfectServe people for...
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Operations
The initial go-live was actually good. The thing that gave us the win was that we had one of our...
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Product
This is kind of funny, but our users don’t like the usernames and passwords in PerfectServe; they...
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Product
I like Telmediq and everything. I just don't like Telmediq’s hours. We need downtime at different...
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Loyalty, Relationship
The biggest challenge we have is that Telmediq will update from late at night until early in the...
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Value
Things changed when Telmediq was bought out. There was an increase in charges, but it was not an...
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Relationship
If we need PerfectServe, they are pretty quick about calling. I can call PerfectServe’s customer...
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Product
Telmediq likes to make up its own words. Thank God we are in the medical field, and we know to look...
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Relationship, Product
We use Telmediq for communication with the doctors because if they are in the hospital, a lot of...
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Culture
I don't know what the vendor's vision is. I don't know what new products and things they are looking...
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Loyalty, Value
PerfectServe is not in our long-term plans, but it's not my choice to switch to something else. Our...
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Product
At times, there can be issues with an internet-based app. It is difficult for staff in remote areas...
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Relationship
PerfectServe's customer service team is always responsive to my requests.
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Relationship
We develop a wish list every year for PerfectServe, and a couple of our high-priority things haven't...
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Loyalty, Product
The biggest issue that we are facing and addressing with our communication strategy is that the...
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Relationship
My team is highly engaged with PerfectServe. We have developed a really good working relationship...
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Product, Value
The biggest challenge with our strategy is not really a PerfectServe issue. It is getting our...
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Product
The main thing that comes to mind for PerfectServe to improve is they allow integration into our...
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Relationship
We have a good relationship with our account manager at PerfectServe. That individual is very good...
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Culture, Value
I don't know whether PerfectServe offers this, but we do not have any sort of enterprise licensing...
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Product
PerfectServe's system is fairly easy to use and straightforward, so it is the opposite of our EHR....
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Relationship
We have a really strong relationship with PerfectServe. They are good partners, and they are very...
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Loyalty, Relationship, Value
We are very happy with the vendor's service. Our doctors are happy, so we are happy. We are not...
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Relationship, Product
I'm trying to roll PerfectServe out in a specialty department. We tried it several years ago, and...
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Culture, Value
The only thing I would like to see the vendor do is automate their ability to deliver a report of...
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Loyalty, Value
We are almost 100% on using PerfectServe in our organization. We still have a few areas that use a...
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Relationship, Product
If there was anything sort of negative, it would just be when the vendor has any sort of server...
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Loyalty
The interesting thing is that PerfectServe was going to integrate with our other scheduling product,...
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Culture, Value
PerfectServe does avoid charging for every little thing. I see a pretty detailed invoice, and it...
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Product
With PerfectServe, we were able to give certain units our doctors go to their very own web access...
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Product
Before PerfectServe, we had a lot of challenges, but that was going back to when the providers...
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Product
Telmediq works well. It gives us a HIPAA-compliant communication piece with digital mediums. Also,...
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Operations, Product
I made some recommendations to PerfectServe on how to improve Telmediq, and they added one thing a...
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Relationship
PerfectServe’s customer support team is strong. They answer the phone, return emails, and follow up...
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Product
The biggest challenge to our communication strategy is getting information out quickly, securely,...
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Product
I would like PerfectServe to make the programming in Telmediq easier. I use the system mostly from a...
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Product
We are a very large organization. With the way that we do our reporting and scheduling, a lot of...
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Relationship, Operations
The biggest thing is the team. I like the team that we work with. The team is fantastic, and the...
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Loyalty
The product doesn't currently fit all our needs. Our wish list is something that we have been very...
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Loyalty, Value
The solution’s ability to drive tangible outcomes is the reason we are looking at the building of...
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Culture, Loyalty
We are currently working to identify whether PerfectServe is the correct vendor. We are in an RFP...
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Relationship, Operations
PerfectServe has done a lot of work to take what we have told them that we need and offer us...
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Product, Value
We haven't been soliciting PerfectServe for any updates or anything, but the system has been static...
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Product
I make sure that all the providers are on call, the on-call calendars are all updated, and everyone...
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Product
I don't hear any complaints about the product, but I also don't hear the opposite. Usually, no news...
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Value
With pricing being fair, I would absolutely buy Telmediq again. We were grandfathered in with...
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Product
Sometimes providers get a page after hours to make or cancel an appointment, and the provider has to...
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Product
With integration, the system is more focused on hospitals than our care setting, so there are...
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Relationship
At any given time if I need any support or any questions, PerfectServe answers us right away, and...
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Relationship, Product
I would give PerfectServe a solid recommendation depending on what space an organization is in. For...
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Relationship
PerfectServe’s support is always great. We only recently tried to get back in touch with them on...
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Loyalty
Telmediq is not part of our long-term plans. We are transitioning to a new EMR. That is a big change...
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Relationship
I love Telmediq. PerfectServe is a great vendor. They are a partner. That is a big aspect of...
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Relationship
When we first started with PerfectServe, we had a point person who could solve problems for us. Now,...
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Value
We went through a lot of answering services out there that charged an arm and a leg and pretty much...
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Loyalty, Product
In general, PerfectServe's system is a great product. There is a need for a platform like it, and...
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Relationship
I want certain things in the routing of the calls to be more user friendly in terms of my...
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Culture
I wish PerfectServe would be more transparent and allow us to see all the users under our account. I...
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Relationship
Previously, I had a point person for support who could tell me what happened with a detailed call,...
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Culture, Relationship
PerfectServe is great with informing us about what they are offering that could help us. I can ask...
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Relationship, Operations
PerfectServe implementations are great. They were very collaborative and had good communication. In...
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Relationship, Product
The only issue we find is that calls don't often get forwarded and aren't noticed until they are...
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Culture
We had some features that were promised to us prior to our signing with PerfectServe years ago, and...
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Operations, Product
The upgrades for Telmediq are mostly good and pretty reliable, but there have been a handful of...
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Culture, Operations
PerfectServe is pretty reasonable about working with us on the charges. Their implementation team is...
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Loyalty
We would buy Telmediq again, and we would leave the vendor again. The system fills the niche for a...
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Culture, Relationship
Telmediq is very straightforward to pick up. We don't get a lot of calls on it because folks can...
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Loyalty, Operations
With PerfectServe, there is more train-the-trainer education, so PerfectServe is available if we...
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Loyalty, Product
I would like a better integration into the EMR, especially as we are looking around texting orders...
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Product
People like that we have integrated the patient list and the call list so that they are pretty...
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Culture, Value
There are some costs and add-ons, but the vendor doesn’t charge for every little thing. They are...
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Loyalty, Relationship, Product
I have shared recommendations that we had with PerfectServe, and they have significantly improved...
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Relationship
PerfectServe has an exceptional customer service account management team process. I manage hundreds...
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Relationship
I meet regularly with our account management team. Those people have shifted over the years that we...
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Relationship
We have never had any issues where PerfectServe has promised something and hasn't delivered with...
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Culture, Value
We have an overarching license. We just have a user base, and we get all the features with that. We...
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Operations
We have never had anything that Telmediq couldn't support. Any issues were more because of the...
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Operations, Product
The upgrades go through perfectly. The system is cloud based. We have never had any downtime because...
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Loyalty, Operations, Product
Our organization didn't have any technical problems. The technical setup of this product was very...
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Operations
PerfectServe found some settings in our initial setup that were not best practices, and they walked...
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Product
Our favorite feature is probably the self-administration for alerting services. Previously, if we...
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Relationship
When we faced a cyber security attack, PerfectServe was one of the only platforms that we had in...
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Relationship
Right now, the big ask we have for PerfectServe would be that their after-hours call has a baseline...
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Product
There are differences between the Apple and Android applications. I haven't seen any problems with...
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Relationship
Normally, I submit a ticket through the PerfectServe support portal, and once I get a ticket number,...
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Operations, Product
PerfectServe is very user friendly, self-explanatory, and consistent. The application is easy to...
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Loyalty, Relationship
PerfectServe has a really good process in place. We may want more of their products. They are a...
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Relationship
Before we got a dedicated account manager from PerfectServe, the communication just went by the...
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Operations, Product
What stands out about PerfectServe's system is its ease of use. It is simple, and the apps are very...
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Product
We use PerfectServe's system for our on-call schedule. There are no challenges with that. The system...
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Relationship
PerfectServe has been trying to talk to us about more new technology, but we are just not ready to...
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Product
We use Telmediq as a kind of standalone platform. It doesn't really integrate into our EHR, or we...
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Relationship
PerfectServe is very responsive and proactive on the requests that we have, so from that...
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Product
The biggest challenge facing our communication strategy is reporting. It continues to be a...
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Relationship
We do have challenges with service at times, but our understanding is the issues are more related to...
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Loyalty
We are currently in the RFP process, and PerfectServe is one of two vendors we are looking at. They...
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Loyalty, Product
We would like increased ease with the reporting features, the ability to self-serve reports down to...
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Value
I am not in the weeds with the cost, but our executive has expressed that PerfectServe has charged...
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Relationship
PerfectServe is always very responsive, and their level of service is very good.
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Loyalty
We are moving to a new EHR, and I know Telmediq interfaces with this EHR, but the challenge is in...
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Relationship
We used to have a really great customer service account representative, but that person is not our...
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Relationship, Operations
We wanted to have things set up a certain way, but the messages weren't being routed in the way we...
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Relationship
The vendor does pretty well with communication. They send out communication about upcoming updates...
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Loyalty, Relationship
The vendor is a big organization with a lot of different solutions. Any changes that are requested...
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Loyalty
We are looking at other potential solutions because we are planning to continue to grow and acquire...
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Culture
The vendor told us that a certain functionality was on the road map and was going to come at a...
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Loyalty, Product
I'm happy with Telmediq and its ability to integrate with what we need. There is nothing that I have...
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Relationship
Telmediq does a good job with support and with delivering new technology. Telmediq has a lot of...
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Relationship
I actually haven't been that pleased with the vendor being proactive. We report problems to them,...
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Relationship
Sometimes people won't know the answers to our questions and will push them up the chain, but we...
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Product
With Telmediq, we can switch between VoIP and non-VoIP, that is, Wi-Fi to cellular, but the language...
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Product
I would like to see the vendor expand into a voice-to-text for integration into our phone system....
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Culture
The vendor does not keep all their promises. During our sales process, we were told that there was...
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Relationship, Product
PerfectServe does not keep their promises. I have asked specifically for data about utilization, and...
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Value
I think a lot of PerfectServe’s business is being swallowed up by other vendors. These customers are...
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Loyalty, Product
The solution does what the vendor advertises it will do, but it doesn't necessarily fit into the...
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Culture, Relationship
I don't even know the last time I interacted with an executive from PerfectServe. We have a customer...
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Culture, Loyalty
PerfectServe is not part of our long-term strategy. I think we made the best decision we could when...
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Relationship
PerfectServe has quick turnaround times. If we do put in any tickets, they have integrated with our...
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Relationship, Product
PerfectServe is focused on internal communication within an organization, so it is supposed to help...
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Operations, Product
PerfectServe doesn't set people up by profile. Because of the type of organization we are, we want...
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Relationship
I sat in meetings with the vendor, and they told me things would change, but they have not. I'm sick...
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Operations
The vendor did a train-the-trainer model, and that worked years ago, but the vendor has done nothing...
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Product, Value
There used to be a website where we could run reports about the system's usage. We had access to all...
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Relationship, Product
In the past, PerfectServe didn't have a great downtime plan, so when they would do planned or...
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Product
If I scrub into an operation, I only want my phone to chirp if I have an urgent message....
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Product
One thing that continues to chap me in PerfectServe's product is that it is too hard to put myself...
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Loyalty
I would recommend looking at Telmediq as a complete communication strategy rather than just a...
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Loyalty, Value
Telmediq has been good for us, but we are wanting to consolidate third-party systems, so we are...
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Operations, Product
There is a patient assignment tool in Telmediq, but that does not work well for teaching teams or...
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Operations
Our implementation of Telmediq was years ago, but the implementation process was pretty good....
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Relationship
Telmediq typically works well. I can count on my hands the number of times the platform has ever...
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Product
I think PerfectServe is offering quite a lot of new technology. We are much too small for what they...
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Relationship
We have a good rapport with PerfectServe. I know that can be a problem with other types of vendors....
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Product
We do have some user error with Telmediq. We have a feature that has not been updated, so the format...
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Relationship
When we started, our relationship was just with Telmediq, and we had a closer relationship because...
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Loyalty, Product
We haven't really explored interoperability, but in years past, we did talk about some...
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Operations
PerfectServe's implementation services have been really good. I'm extremely satisfied. They have...
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Loyalty, Product, Value
When we were looking to improve our workflow for our providers, we looked at different platforms,...
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Loyalty, Product
We are still working on some of the pieces that PerfectServe told us would be possible. We are...
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Culture, Relationship
It is still a struggle to find out what the new technology from PerfectServe is and actually...
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Relationship
Phone and web support are readily available from PerfectServe, but when I have had issues, the...
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Relationship, Product
PerfectServe does give us many options for filtering phone calls. We are trying to cut back on the...
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Relationship
PerfectServe is just a great company to work with. We have really strong relationships. We meet...
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Loyalty, Product
Regarding functionality, the vendor is missing those things that are coming within the next year or...
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Relationship, Operations, Product
We really self-administer our build. We have a designated technology lead who I work with daily, and...
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Product
PerfectServe's product is a pretty easy application to support. It does what it is supposed to do....
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Relationship
To improve support, PerfectServe could fix their IVR system. Calling their support number leaves a...
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Relationship, Operations
I would suggest that PerfectServe hire more people. I don't even know whether we have a service...
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Loyalty, Value
Whether PerfectServe avoids charging for every little thing is a topic of contention because we are...
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Product
I would most definitely buy PerfectServe's product again. It manages physician communication, and it...
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Product
I would recommend PerfectServe's product; I love the whole system. It has taken on the role of a...
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Relationship
We have a great relationship with the PerfectServe individuals; they get back to us and help us to...
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Culture
PerfectServe is always trying to sell us some new products, and that is good. We just don't take the...
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Loyalty, Product
PerfectServe is working on being able to put orders in and making things more visible. They are...
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Product
We have older providers, and most of them complain because they have to download another app, but...
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Relationship
PerfectServe keeps all their promises within their limitations. We work very well with them, and...
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Value
PerfectServe avoids charging for every little thing for the most part, and we work with them. But in...
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Product
PerfectServe is a one-stop shop. We have our alerts in it, and we can get ahold of any provider at...
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Relationship
There is always an opportunity to improve the wait times on calls when we call the PerfectServe help...
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Relationship, Value
We have had a great relationship with Telmediq. We were with them when they were still Telmediq, as...
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Loyalty, Product
The key with the system is that PerfectServe has really thought out all the use cases and different...
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Relationship
PerfectServe is pretty speedy and efficient with requests to add new staff members. Also, the...
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Loyalty, Relationship
The one thing that we have difficulty with is once a call gets to our agent, they can't really make...
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Operations, Product
PerfectServe's system is very user friendly. The user interface makes it easy to use.
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Relationship, Operations
With PerfectServe, the vendor is very good. I have had a lot of different folks on their team...
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Relationship, Product
PerfectServe has been an amazing system through the years. PerfectServe is a pretty stable platform....
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Product
With PerfectServe, we have a component that all staff members and departments are involved in. So we...
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Operations
If I were making a recommendation, I would tell someone about the extreme ease of use of the product...
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Product
PerfectServe’s reporting system is lacking. The reporting side is the only thing that I'm not happy...
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Product
We integrate Telmediq with some patient stuff. It could be integrated a bit more, but right now, it...
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Relationship, Operations
PerfectServe is always upgrading and expanding to the different Android and Apple versions. I meet...
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Value
PerfectServe works with us to get all our scheduling done and meet all of our needs for our specific...
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Loyalty, Product
Our biggest challenge associated with Telmediq really has been with the physician-level providers....
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Operations, Product
Telmediq is easy to use. There is some change management associated with setting expectations. The...
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Relationship
For support, I rely on our in-house Telmediq person mostly just because our person is easy to reach...
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Relationship, Product
When comparing other communication solutions to Telmediq, we have found that while they are all...
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Product
Our concern is the ability to escalate things that we have had in our system. We have gotten...
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Relationship, Value
We would like PerfectServe to have higher reliability because they have had more service disruptions...
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Operations, Product
There have been minimal upgrades to PerfectServe, and when they do the upgrades, they are back end,...
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Product, Value
PerfectServe is low maintenance. It is a cloud-hosted environment and requires very minimal...
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Relationship
We have seen a degradation across almost all of our vendors in support, and PerfectServe is probably...
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Product
PerfectServe probably has the most robust and predictive scheduling system I have seen. Everything...
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Relationship, Product
With PerfectServe, I worry that bigger companies will gobble up other companies that do the same...
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Relationship, Product
We have had some glitches with PerfectServe recently, but I think they are with a particular person...
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Value
We have a lot of as-needed employees, but we still want to provide a complaint messaging system to...
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Relationship, Product
Overall, using Telmediq has been good. It is filling a communication need for our team and keeping...
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Loyalty, Value
We are getting rid of the PerfectServe system shortly. PerfectServe charges a lot for their...
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Product
I like that there is a time stamp of when a message was read. I also like that the system can be...
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