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Retail Pharmacy Support Services

Most issues your pharmacy may encounter after implementation can be solved via remote support from TCGRx personnel, usually with assistance from the on-site pharmacist or support personnel. Our staff is uniquely positioned to respond, assess, and provide timely solutions. TCGRx understands the urgency of pharmacy support needs and responds 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 can not resolve the issue, it will be escalated to the next level of support, and will TCGRx 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 in contact with you until issue you are experiencing has been resolved and you are back up and running.

Continual Support of Your Retail Pharmacy

Customer service is always a hot topic before the sale, but afterwards, it tends to cool off in a hurry. Not at TCGRx, we we understand the urgency of support that you pharmacy needs and to keep your workflow operating at full capacity, to ensure you provide the service your patients require. TCGRx offers various levels of support available after the installation process.

Service Maintenance Agreements That Fit You

With multiple levels of Service Maintenance Agreements (SMA), it’s easy to see why TCGRx has superior support. As a customer, you need flexibility, and our SMAs are scaled to fit those needs. By providing our customers with training through our 24/7 web training portal, onsite and Biomed training, plus all the documentation you receive during installation, many of our customers have enough training to self-diagnose before calling us for help. Some of customers simply want everything covered, and pick up the phone to let us handle the issues. Regardless of your choice of support, the flexibility helps you make the most of your purchase.

 

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