Hospital Pharmacy Support Services

Most of the issues that a pharmacy may encounter after implementation can be resolved via remote support from TCGRx personnel, usually with assistance from the on-site personnel. Our staff is uniquely positioned to respond, assess, and provide timely solutions. The TCGRx support team is available 24 hours a day / 7 days a week to resolve any issues you may be encountering. We understand the urgency of support the pharmacy needs and we respond to each issue accordingly.

1.

Manufacturer Warranties

TCGRx offers one of the best manufacturer warranties available. We also offer one of the most competitive, after-warranty service programs on the market.

2.

TCGRx Support Team

Our support line is available 24 hours a day, 365 days a year. You can either wait on hold for a support representative, or you can leave a message with your issue and our team will work on the issue and connect with you. If your machine is down, your issue will get escalated, as we understand the urgency. TCGRx has the ability to login to your system remotely to help diagnose and resolve the issue you are experiencing. It can be as simple as a setting that does not require an onsite visit from a technician, or we can immediately determine if there is a hardware problem that will require additional support.

We have a large support staff available to answer any questions you have, as well as 80 dispatching offices with trained support technicians to service you nationwide.

3.

Technician Support

If phone support staff cannot resolve the issue, we will escalate it to the next level of support, and send a technician to your pharmacy. TCGRx makes its best effort to have a technician on site within 24 hours, depending on the location of your pharmacy. The TCGRx support team stays with you until issue you are experiencing has been resolved and you are back up and running.

Continuous Support of Your Hospital Pharmacy

At TCGRx, we understand the urgency of support that your pharmacy needs to keep operating at full capacity to ensure the quality of service your patients require. TCGRx offers various levels of support that fit your needs that are available after the installation process.

Service Maintenance Agreements That Fit You

TCGRx has improved the Service Maintenance Agreement (SMA) to streamline calls, invoices and much more, to serve our customers. TCGRx has moved to a single SMA that now includes unlimited phone support during regular and off hours, site visits for repair, parts, preventative maintenance, updates, and much more, all at 100%. We also include free web-portal training 24/7, optional Biomed training and a staff ready to help you protect your investment.