Delivering excellence: Insights and data behind CitusHealth’s exceptional customer support

Delivering excellence: Insights and data behind CitusHealth’s exceptional customer support

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In the fast-paced world of healthcare technology, reliable customer support is not just a convenience but a necessity. From record uptime to our arsenal of resources, CitusHealth goes the extra mile to equip our customers with the knowledge and tools they need to maximize their productivity.

In this blog, we’ll explain how we prioritize responsiveness, efficiency and personalized assistance. We’ll give you insights into our proactive approach to ensuring seamless operations and minimal downtime, backed by our advanced technology and customer-centric culture.

With a superior 97% customer satisfaction rate, 99.9% uptime, and a suite of comprehensive support resources, CitusHealth ensures that healthcare providers can focus on what they do best – delivering high quality care to patients.

Rapid and responsive case resolution

We understand that delays in support can cause delays in your operations, productivity and profitability. That’s why when issues arise, timely resolution is crucial to prevent minor issues from escalating into major problems. The support team’s ability to quickly diagnose and resolve problems minimizes disruptions, allowing healthcare providers to stay focused on patient care.

99.9% uptime

In healthcare, every second counts. Any downtime can have significant repercussions, affecting patient care and operational efficiency. CitusHealth makes efforts to ensure that their platform is always available when needed, resulting in an impressive 99.9% uptime. This level of reliability means users have access to the system virtually 24/7, so they can have confidence that their technology backbone is robust and dependable.

97% customer satisfaction rate

Achieving a 97% customer satisfaction rate is no small feat, especially in the complex world of healthcare technology. This remarkable achievement is a testament to the dedication and expertise of the CitusHealth support team. Their ability to understand and swiftly address the unique challenges faced by healthcare providers is a cornerstone of their success. The high satisfaction rate reflects the company’s commitment to not just meeting, but exceeding customer expectations.

CitusHealth Customer Quotes

Empower your team and help increase adoption

From comprehensive documentation to on-demand videos and dedicated support channels, our arsenal of resources is designed to empower our users, enhance your experience and increase adoption.

Expert-led training videos

Our on-demand, expert-led training webinars provide best practices and step-by-step instructions on each area of our platform. From administration roles and privileges to building logic-driven forms, these videos are designed to help users maximize the platform’s capabilities, ensuring that users are well-equipped to leverage all the features available. Whether it’s onboarding new staff or enhancing the skills of existing team members, these training resources can be accessed anytime directly within the CitusHelp app or in our excusive Customer Community.

Reference materials

Navigating new technology can be challenging. CitusHealth makes it easier with a variety of reference materials that empower users to find solutions quickly and independently, enhancing their overall experience with the platform.

Step-by-step instructions help guide users through various features and functions of the platform – both on a desktop browser and mobile app.

Frequently asked questions (FAQs) help users quickly find answers to some of the most commonly asked questions, such as:

  • How to set up a profile on desktop browser or mobile app
  • How to change or reset my password
  • How to notify specific users when a document is submitted
  • How to access completed, pending and archived documents
  • How to enable user settings
  • How to see if a message has been read

Success Series webinars offer opportunities to attend training on scheduled dates throughout the month on a variety of topics from beginner to advanced.

Software release notes outline the new features and enhancements that have been recently updated in the platform.


Implementing new software doesn’t have to be a painful experience. When you work with an experienced vendor like CitusHealth, you’ll have a team of experts to guide you through the process at every step, as well as ongoing support so you can get the most from your software investment – no matter how large or small your organization.

Our eLearning platform offers a more formal training process with a variety of tracks that can be assigned to staff or partners. It also provides a certificate of completion for appropriate course materials.

Our commitment to you

CitusHealth’s commitment to exceptional customer support sets a high bar in the healthcare technology industry. With a 97% customer satisfaction rate, 99.9%  uptime, responsive case resolution and comprehensive support resources, we hold a deep understanding of the critical needs of healthcare providers. By ensuring that our technology is reliable, accessible, and user-friendly, CitusHealth helps healthcare professionals  focus on what matters most: providing excellent patient care.

Whether you’re a seasoned customer or new to using the CitusHealth platform, we’re here to support you every step of the way. Schedule a demo with us today to experience it for yourself.

John Cox
John Cox
Customer Support, CitusHealth

With over 20 years of experience in leading customer support organizations within the healthcare industry, John is a customer operations leader. He has a true passion for customer care while guiding and growing teams to view their interactions through the lens of the customer. With CitusHealth, he has designed and launched customer-facing operations—all while driving continuous service improvements that enhance the customer’s experience, satisfaction, and retention rates.

Prior to CitusHealth, John worked in the ambulatory EHR market, notably with Greenway Health. Most recently, he led the support department with Qure4u, where he created and organized customer support in the post-development phase of a virtual care patient engagement SaaS company and designed workflows to increase the efficiency and knowledge transfers of the support team.