Handling Every Scenario

100% Success Rate Through Proactive Support

Installation Success Analysis

100%
2%
Successful First-Time Installations
Required Additional Support

The 100% - Smooth Installations

Standard Installation

Pre-checks complete → Download installer → Run → Success

Outcome: Operational in 5 minutes

Minor Network Delay

Installation pauses → Auto-retry → Completes successfully

Outcome: Operational in 5 minutes

First-Time User Questions

Installation complete → User unsure → Checks AI support → Resolved

Outcome: Confident user in 10 minutes

The 2% - Edge Cases We're Prepared For

Case 1: Firewall Blocking Connection

0.8% of installations

What Happens:

Corporate firewall blocks Phox Hub from connecting to Kroll

Our Response:

  1. Installation alerts us immediately
  2. Support team receives detailed error log
  3. We contact pharmacy within 5 minutes
  4. Remote session initiated with IT team
  5. Firewall rules adjusted together

Resolution Time:

15-30 minutes

Prevention for Future:

Updated pre-installation checklist includes specific ports/rules

Case 2: Incorrect Admin Credentials

0.5% of installations

What Happens:

Installation cannot proceed due to invalid administrator password

Our Response:

  1. Clear error message displayed to user
  2. Support chat automatically offered
  3. Agent helps verify correct credentials
  4. Installation resumed with correct info

Resolution Time:

5-10 minutes

Prevention for Future:

Pre-installation reminder to verify admin access

Our Multi-Tiered Response System

Tier 1: Automated Resolution

  • Self-healing retry mechanisms
  • Clear error messages with solutions
  • AI-powered troubleshooting guide

Resolves 60% of issues

Tier 2: Live Chat Support

  • Immediate agent availability
  • Access to detailed logs
  • Step-by-step guidance

Resolves 35% of issues

Tier 3: Remote Assistance

  • Screen sharing via Splashtop
  • Direct problem resolution
  • Senior technician involvement

Resolves final 5% of issues

Learning from Every Installation

📊

Monitor

Track every installation

→
🔍

Analyze

Identify patterns

→
🛠️

Improve

Update processes

→
📈

Result

Higher success rate

See Our Track Record

Learn how we successfully deployed to over 200 Whole Health locations.

Read Success Story →