Customer Service Awards

Quality care

By Abby Cymerman

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Frankin & Seidelmann Subspecialty Radiology product is its service, so it focuses on providing the best possible service.

Scott Seidelmann, president and COO of the Beachwood company, says his business provides clinically specific subspecialty teleradiology reports and must provide quality on a consistent basis. If it doesn’t measure up, it affects not only its clients, which are imaging centers, physician groups and hospitals, but the clients of those entities — the referring physicians — and ultimately, their clients — the patients.

Due to the nature of the industry, F&S can’t give gifts or comp products when a service defect arises. Instead, it empowers its employees to make it right for the client by offering the next best solution at no extra charge.

Because every department deals directly with clients, the entire organization has to be customer-service-driven. The management team says world-class customer service comes naturally when a company is built around the idea of service, using it as the backbone of the infrastructure and not as side product that gets developed as an afterthought once the money starts coming in.

F&S uses multiple software systems to provide exceptional customer service. Its teleradiology platform and operational infrastructure automates the complex process of distributing and routing information, large image files and reports between clients and radiologists all over the country. Its VoIP phone system allows clients quick access to client support representatives.

Its Customer Relationship Management system allows the company to set up home pages for clients; each page contains all the relevant information about the client and every contact at the company. As a result, F&S employees have become more effective, more efficient and more knowledgeable about the clients they serve.

HOW TO REACH: Franklin & Seidelmann Subspecialty Radiology, (216) 255-5700 or www.fs-rad.com