Planned System Maintenance FAQ (Friday, December 15th 2023)

  • Updated

Kipu CRM will undergo planned system maintenance starting on Friday, December 15th, 2023, and it is estimated to be completed on Tuesday, December 19th, 2023. While we update our servers, some functions of the CRM may be affected. To help you prepare and minimize disruptions, we've put together a list of frequently asked questions below for your teams to review.

Frequently Asked Questions

Why are you performing maintenance on the Kipu CRM product?

Regular system maintenance for software products brings several important benefits. It maintains your software's performance and reliability, addressing issues, and reducing the risk of unexpected problems. It also enhances security, safeguarding your data from cyber threats. Maintenance ensures your software remains up-to-date, saving you time and resources in the long run, and it improves user satisfaction, providing a reliable and user-friendly experience.

Will I have access to my Kipu CRM during the maintenance period?

Yes, we anticipate all users will still have access to the Kipu CRM site during the system maintenance window. However, it is important to note that users may experience slowness during this time frame.

Are any of the key functions of the Kipu CRM going to be down during the maintenance period? 

No, all core functions of the Kipu CRM should remain fully operational during system maintenance.

My users are not able to log into the Kipu CRM, what should I do? 

While it's highly unlikely that your staff won't be able to access the Kipu CRM during the maintenance period, we want to ensure a smooth workflow for your team. In case this happens, we recommend creating user profiles within your Kipu EMR. This way, your staff can continue creating new patient records directly through the Kipu EMR, ensuring uninterrupted operations. Your proactive approach is greatly appreciated. For more information on creating users within the EMR, please click here.

What should I do if I cannot create a treatment opportunity in the Kipu CRM?

In the unlikely event that your users encounter any issues creating treatment opportunity records in the system, we suggest using the Kipu EMR to create pre-admission charts for prospects. For more detailed guidance on how to do this, please click here. This will help ensure a smooth process even in the rare event of any disruptions.

The VOB 2.0 feature appears to be down, what should my team do to process our Phone VOBs?

If, by any chance, your VOB team faces challenges processing phone VOB requests within the Kipu CRM, we suggest processing the phone VOB request directly within the Kipu EMR. For more details on this process, please click here. Alternatively, you may document the benefit details received from the insurance representative in a separate Microsoft Word or Excel file. This information can be later added to the Kipu CRM. These options ensure a smooth workflow even during unexpected disruptions.

What should I do if my team is not able to transfer records to the Kipu EMR? 

If any of your staff members encounter difficulties accessing the Kipu CRM, we recommend they manually create patient records directly in the Kipu EMR. This will enable them to admit patients into your facility without any interruption in the process. For more information on how to create patient records within the Kipu EMR, please click here.

The Avea Integration is not working within my Kipu CRM, what should I do?

While it's highly unlikely, in the rare event of temporary Avea Integration outages in your Kipu CRM during the maintenance period, we suggest using the Kipu EMR to create and process patient records. This ensures that the information is securely transmitted to your Avea Office account without any delays. For more information on creating and managing your records in the Kipu EMR for the Avea Office integration, please click here.

We are not able to create new referral source records, what should I do? 

In the event that your business development team encounters any difficulty creating referral source records in the system during the maintenance period, we recommend temporarily documenting the new relationships in a separate Microsoft Word or Excel file. After the maintenance window, your team can then use this reference to create these records in the Kipu CRM. This way, you can ensure a seamless process even during maintenance.

I am currently not able to create campaigns and marketing event records in the Kipu CRM, what should I do?

If your marketing team begins to encounter issues when adding campaigns and/or marketing event records in the Kipu CRM, we recommend temporarily documenting these new marketing efforts on a separate Microsoft Word or Excel file. After the maintenance window has concluded, your team can then use this reference to create these records in the Kipu CRM. This way, you can ensure a seamless process even during the maintenance period.

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