Customer support and advocacy

Customer Support and Advocacy


An award winning approach 

Imprivata’s award-winning customer support services are designed to provide our customers and partners with world-class support. We are committed to ensuring your success with our products by making it easy to get help from us across all of our products. 

Support at every level 

Imprivata’s solutions are backed up with expert customer support services that are both responsive and proactive: 

  • Always-on resources: With one click, you can access our online Support Centre for a range of tools, community posts, software updates and our continually growing knowledge base. The knowledge base provides powerful and easy-to-use searches through the entire product set and allows self-service resolution of your problem. 

  • Case management: Our Support Centre lets you manage all of your support cases with us. Get a window in to your support history for open and closed cases. You can submit support requests, make case updates and see the latest updates from our support engineers. 

  • Resolution services: Our highly skilled technical support team provides problem-response services that get you back on track fast. 

  • Premium Support is designed for the ‘always-on’ environments where down-time has to be avoided. Premium support customers get an SLA agreement promising faster response times and 24/7 emergency support, because you never know when you’ll need assistance. 

Why it matters 

Support should be true to its name. Our methodology emphasises understanding your goals, needs and challenges to deliver customised support offerings that work for you. To help ensure our support offerings do indeed meet your needs we conduct case-based satisfaction surveys which provide ongoing formal feedback on how we are doing in meeting your needs. 

Healthcare Customer Advocacy


Customer Success management at a glance

Imprivata values our customers and believes that a close partnership can position them for success. Our Healthcare Customer Success Programme provides customers with a point of contact for ongoing tools and resources required for a successful continued deployment, product utilisation, and return on investment. Together, we work towards your goals and enable fast, secure, and more efficient clinical access, communication, and collaboration for your healthcare institution.

Imprivata customer success management – A closer look

Imprivata employs a team of Customer Success Managers (CSMs) to proactively monitor the adoption of solutions at our customer sites, provide a "voice" for our customers in all Imprivata operations and product development, and compile best practices from our experiences with over a thousand customers.

Our CSMs are assigned to drive positive outcomes by:

  • Using internal tools to monitor adoption at customer sites
  • Partnering with customer teams to understand and help drive stated goals and timelines
  • Act as a liaison to engage the right resources at the right time
  • Providing updates on upcoming events, product releases, and opportunities to collaborate with Imprivata and other customers
  • Providing guidance to customers on best practices and proven success strategies
  • Engaging clinical resources to ensure the best process and workflow for patient care

On a broader scale, the Customer Success team is responsible for gathering feedback from all customers and helping Imprivata apply what is learned to the continuous evolution of our customer experience. This is accomplished through:

  • Customer experience surveys
  • User groups
  • Virtual WebEx meetups and webinars

Customer success is baked into the DNA of Imprivata and our CSM team is committed to driving positive customer outcomes and ensuring our customers have an exceptional customer experience when working with Imprivata.

Ready to strengthen our partnership?

We are always looking for feedback from you and to form stronger relationships with our customers. Imprivata understands the complexities of clinical workflows that need to be kept secure yet convenient. Please reach out if you want to know more about the changes we are seeing in the healthcare industry or if you want to learn about best practices to fully maximise your Imprivata investment.

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