Enhanced Support Resources on the Orchard Customer Portal

Webinar Length: 32 minutes

In every lab, support from your Laboratory Information System vendor is incredibly important. At Orchard Software, there are several options beyond our standard silver support package, and we want to make sure that you get the level of support and interaction that is right for your lab so that you can use your Orchard system effectively.

Watch this webinar for a detailed description of each support option. The webinar will begin with an overview of our support levels and add-ons, include details about the customer support portal and our direct-to-agent case routing, and cover our customer care team.

About the Speakers

Ryan Jones
Director of Customer Success

Ryan Jones, Orchard’s Director of Customer Success, first joined the company in 2007. He holds a Bachelor’s degree in Accounting and an MBA. Ryan is also currently pursuing a PhD in Leadership. In spending most of his career with Orchard, Ryan has worked in nearly every department of the organization.

Shawn Russell
Manager of Technical Support

Shawn Russell has a Bachelor’s degree in Computer Technology and started his career as a Network Administrator. In 2012 Shawn joined Orchard Software, and currently serves as Manager of Technical Support, focused on bringing new tools and enhancements to Orchard’s call center.

Ken Dawson
Manager of Customer Advocacy

Ken Dawson joined Orchard Software in 2021. His background includes a variety of roles in customer care and project management. Ken has a Bachelor’s degree in Electronics Management from Southern Illinois University. Prior to his healthcare IT career, Ken served active duty in the United States Air Force in the field of Electronic Intelligence.