A4 Health Systems has added software from SilverBack Technologies to add more customer support and proactive monitoring to its electronic healthcare records portfolio.
Silverback is based in Billerica, MA.
A4 said it would use SilverBack to check performance metrics and to address problems before customers need access to medical and billing information.
“SilverBack has allowed our support staff to be more productive in identifying, isolating and resolving problems. What could potentially take a vendor three weeks from initial notification of a problem to resolution of an issue now only takes us a matter of minutes – before the customer is even aware of any change in response time,” said David Bond, president and COO of A4. “There can be no allowance for downtime in the healthcare industry in general.”