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Churning Customer (Apteryx Extracts)

Michael Satterfield
Updated

  1. The customer submits a ticket to support noting their desire to churn and/or request for Data.

    1. Support must find out if the customer is canceling their service or just wants a copy of their data

    2. Determine if just one location is canceling or the entire Apteryx

    3. Determine what date the customer needs their data
      Note: Same-day delivery is not usually possible due to the size of most Databases. The office should have their last capture date be AT LEAST the day before extract delivery.

    4. Determine the last date the customer will be capturing in the software

    5. Determine the cancelation date (Note: There is a 30 day notice required for cancelation of service)

  2. Once the above is complete, a Docusign with the cost, and the details of above are sent to the customer to confirm.

  3. Once the signed document is returned, send the ticket to Imaging Data Services (possible macro? New ticket?)

  4. The Conversion Team will review the the ticket and assign to whatever tech has the bandwidth on the day of extract (determined by points C and D above)

  5. On or before the chosen extraction date, if needed, the Conversion tech will reach out to the office/office IT for a patient list if the extract is for just one location (hopefully this need will be communicated to the office BEFORE the extraction date to avoid delays).

  6. The Conversion technician will extract the images, provide unique SFTP credentials, and brief instructions on how to download the data.
    WARNING: The SFTP credentials are only good for ~60 days. After this, the data is automatically removed and is difficult to recover.