At Horizon Healthware, we take pride in providing big-time service with a friendly small-town approach. We offer prompt, effective support which has resulted in a high level of client satisfaction and loyalty.

Every member of the Horizon team has a degree in Computer Science, so calls/emails for software support are handled quickly and efficiently with no need for bouncing around to find someone with the ability to understand the system or the user's problem.

After each support contact, Horizon's CEO follows up with a short survey to assure that the issue is resolved and that the user was satisfied with their experience. We track and regularly publish our support call statistics; in 2009 here's how we did:

Total Support Calls Received in 2009	2181
Calls Taken Directly	93.72%
Average Response Time (when callback was required)	165 minutes
Customer Follow-up Surveys Returned	648
Customers Satisfied/Very Satisfied with speed of getting help	98.5%
Customers Satisfied/Very Satisfied with technical expertise to solve issue	97.5%
Customers Satisfied/Very Satisfied with our professionalism/courtesy	98.0%
Customers Satisfied/Very Satisfied with overall handling	97.2%

And here are some actual comments from users on their follow-up surveys:

• This is the greatest team I've ever had to work with -- Donna, Harnett County Home Health
• Very good customer service, all employees at Horizon are very courteous and quick to respond. Keep up the good work:) -- Coleen, HealthCare Options
• As always, Alan is wonderful. He is courteous and professional. Best of all, he never gets flustered with me no matter how many times I have to ask him to help me with the same thing! -- Elaine, Hospice of Cabarrus County
• Always extremely helpful, knowledgable, and polite when I call with a problem -- Gloria, Sampson Regional Medical Center Home Health
• Just a moment to express my appreciation for your responsiveness to customer issues, even when the issues result from no fault of your own. You guys are day by day, issue by issue, writing the book on great customer service. -- Mark, Covenant Care Hospice
• Quick to respond and fix the issue. Also always follows up to let me know what the issue was and how it was fixed. -- Bob, Quality Health Care Services
• Always does more than expected. Thanks! -- Kay, Home Care & Hospice of Alexander County
• As always -- you fixed our problem. I can never say enough great things about your customer service. No one compares.-- Lynne, Caldwell Hospice & Palliative Care

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Why is our support unparalleled?

• Calls or emails for help get a prompt response and are treated as high priority
• Vast experience - decades of it - writing systems for home care
• Electronic support over a secure internet connection provides instant problem resolution
• Every call is handled by a computer programmer with the technical ability to understand and resolve the issue
• Frequent system updates and enhancements
• No hidden fees--training, support, updates, phone calls all included in maintenance
• Serving our users is the reason we're here