Sound-Eklin, the world leader in veterinary digital radiography, ultrasound, imaging software solutions, and imaging education announced successful completion of customer support integration efforts following the merger of Sound Technologies and Eklin Medical Systems.
Under the leadership of our new Vice President of Product Development and Support, Robert Powell, the two customer support teams have been fully integrated to create the largest tiered support assemblage in the veterinary industry. The changes ensure call response times and call duration times are reduced with solution results compiled and integrated into the Sound-Eklin remote access training sessions to enhance the user experience.
“As a leader in imaging our support experiences expose the many challenges of large data networks as well as training requirements in veterinary practices. Eight months ago through the Sound-Eklin merger, we realized that the path to better support required a restructure of our past methods.” said Steve Eyl, President of Sound-Eklin. “By placing support under the same leadership as the development team we can use a defined support matrix to better the product, improve the user experience, and respond with appropriate training improvements and product innovations.”
Utilizing the restructured support team and processes, the call volume from Sound-Eklin’s 4,500+ Digital Radiography customers was reduced by more than 50% during the later half of Q4 and early Q1, during the same period the installed base increased by more than 200 systems. “These are very encouraging trends.” said Robert Powell. “Our focus is on the customer experience, the results indicate the new team and processes are working.”
About Sound-Eklin
Based in Carlsbad, California, Sound-Eklin produces the most widely accepted and used digital radiography and PACS systems in the veterinary industry with more than 4,700 installations to date. Sound-Eklin holds leadership positions in Ultrasound, Digital Radiography, and Education. Sound-Eklin is a division of VCA ANTECH, INC. (NASD:WOOF), and is dedicated to the field of veterinary imaging and education. VCA ANTECH also owns, operates and manages the largest network of freestanding veterinary hospitals and veterinary-exclusive clinical laboratories in the country and employs approximately 12,000 professionals throughout North America. To contact Sound-Eklin, call 1-800-268-5354 or visit www.soundeklin.com.
