InterSystems Customer Support Marcelo Carou

InterSystems Products 2007

What is TrakCare? A Patient Centric Integrated Health and Clinical System delivering a fully functional Electronic Patient Record. May InterSystems Corporation acquires Australia-based TrakHealth. An application partner of InterSystems since 1991, TrakHealth develops and markets TrakCare, an enterprise-level web-based health information system deployed in 25 countries.

Support for TrakCare A Patient Centric Integrated Health and Clinical System delivering a fully functional Electronic Patient Record. WRC

Solve Problems Fast Deployment Planning and Assistance Help with Migrations Performance Analysis Isolate Defects Support Responsibilities Worldwide Response Center (WRC) (customers in more than 60 countries)

7/24 Standard 90% are Engineers Cambridge Nerve Center 70% are Remote Australia Belgium Brazil Canada China Czech Republic England Germany Italy Korea Japan Russia Spain United States Worldwide Response Center (WRC)

Immediate Access to Engineers First Response Center Support Center Government Integration Unrestricted Client Contacts Product Specialist Phone, Web,

WRC Organization North American Support Center North American Support Center Latin American Support Center Latin American Support Center European Support Center Japan Support Center Japan Support Center Korea Australia Integration Specialist Group Product Specialist Group Internal Support Group Government Support Center TAM Group TAM Group Performance Group Performance Group First Response Center China

WRC Principles Are the Difference Immediate Access to Engineers You Set the Priority Only You Can Close the Problem Follow-up Survey of Every Closed Problem Each Issue has a Responsible Owner

You set the priority Crisis: 24 hour attention and corporate priority High: same day resolution required Medium: same week resolution required

Escalation Notification Crisis: Immediate notification to Senior Managers High: Immediate notification to WRC & Development management Medium: Immediate notification to mentor, manager, sales person; daily notification to WRC management;

Follow-Up Surveys Is the Problem Closed? Were You Satisfied With the Level of Service? Could You Rate Us on a Scale between 1 and 10? Overall Satisfaction with InterSystems Courtesy/Professionalism of the WRC owner of this problem Technical Knowledge of the WRC owner

Our Culture Client Loyalty: “Technology & Touch” Staff Retention is High (6+ years) Everyone Gets Their Hands Dirty

Web access to WRC In addition to phone and

Data collection [ buttons analogy ] Long term collection of data Secure, reliable, and immediate remote access Support Tools

“Buttons” analogy Collect information as soon as possible – –Help diagnose and fix Collect as much as we can in one shot – –Reduce interactions Expedites analysis – –Facilitates group work and consultation Long term collection – –Performance, intermittent problems Support Tools

Consolidated data collection

Support Tools Fast long term data analysis

Support Tools SecureLink Secure and fast remote access Your siteSupport experts firewall

Support Tools Internal monitoring, analysis, and alarm systems

Learning Services

Getting Started Self-paced Tutorials - Building Web Applications - Using Caché Object Script - Introduction to Systems Administration - Using Caché Basic - Caché and XML Hands-On Classroom - Caché Foundations Server-side Programming - Caché Systems Administration - Caché Server Pages - Building Productions with Ensemble

Continuous Learning e - Learning: Interactive Sessions – –Designed for DBAs, System Administrators, Developers – –Monthly Service Updates (new releases, experiences, best practices) – –Customized Sessions Available – –Sales Presentations

Communities

Thank you

InterSystems Color Palette 4/21/ Deep Purple134 Yellow149 Peachy Cream 201 Cranberry 1625 Coral 173 Rust 1795 Warm Red344 Mint283 Light Blue 2635 Violet 325 Aqua 283 Turquoise 7470 Dark Teal

2007 Revenue by Product 15% Overall growth

What CIOs Want from IT Suppliers Very competitive pricing Support for industry standards Understand my industry/business IDC QuickLook Survey Jan. 2008

Previous Color Palette from 2/2006 Top bar color Bottom bar color PMS 148 screen color - use instead of grey Light peach accent PMS 166 screen color - use as red PMS 168 screen color - use for subheads