Laboratories that are part of Orchard’s System Administration (SA) program are assigned a dedicated analyst who helps maximize the functionality, features, and benefits of their Orchard solutions. This quarter, we’re shining a light on Orchard’s SA team, who often work one-on-one with labs and lab staff.
We sat down with Tammy Lundy, team manager, to learn more about her team of experts.
What is important to know about the System Administration team?
Orchard’s SA program is carefully designed to enhance case management through systematic approaches and regular oversight. Our team focuses on delivering comprehensive updates and conducting regular reviews to ensure consistent progress and effective resolution of cases. With ongoing communication and regular evaluation, we optimize case handling and enable efficient laboratory information system (LIS) management practices that improve our client’s return on investment.
What can clients expect when/if interacting with the System Administration team?
When interacting with the System Administration team, you can expect a knowledgeable and experienced support experience. Our team consists of professionals who have backgrounds in laboratory operations, ensuring they understand the unique challenges faced by laboratories. We are equipped to work within the software features to tailor solutions that optimize workflows, improve efficiency, and address specific laboratory needs. You can anticipate collaborative communication, proactive problem-solving, and guidance aimed at enhancing your overall laboratory operations through effective system management.
What are the primary goals of the System Administration team?
Our primary goals are to serve as trusted advisors and to ensure you can maximize the value of your Orchard software. By doing so, we enable you to deliver the best possible patient care. Specifically, the SA team provides expert, senior-level laboratory software application support, working closely with you to optimize your LIS solutions and enhance overall operational efficiency.
How does what you do help Orchard’s mission?
Providing exceptional customer experiences aligns directly with Orchard’s mission by ensuring clients receive maximum value from their systems. When our team delivers outstanding support and guidance, it fosters trust and satisfaction, which contributes to building long-term relationships. This not only enhances client loyalty but also encourages positive word-of-mouth, reinforcing Orchard’s reputation for excellence. Ultimately, our commitment to superior service supports Orchard’s goal of empowering clients and driving sustainable growth for the company.
What are some accomplishments of the System Administration team?
The System Administration team has achieved several notable accomplishments, including maintaining exceptional customer satisfaction levels. In 2024, we achieved a customer satisfaction rate of 98%, reflecting our commitment to providing high-quality support and service. Additionally, 15% of client surveys were returned, indicating active engagement and feedback, while the team also maintained a strong contract renewal rate of 79%. These results demonstrate the team’s effectiveness in meeting client needs and fostering long-term relationships.
What are some favorite memories your team has together?
Some of our favorite memories as a team include the fun bonding moments during team meetings, especially when we engage in “forced fun” activities that bring us closer together. We also genuinely appreciate the training sessions and presentations from other teams, which not only enhance our skills but also foster a sense of camaraderie. A recent highlight was our team gathering in April, where we participated in engaging team-building activities such as crossing the galaxy, an office scavenger hunt, bowling, and building spaghetti structures. These experiences help strengthen our team spirit and create lasting memories.
What do others have to say about the SA team?
Some of our loyal customers have provided feedback on their experiences working with the Orchard SA team.
