Developing and nurturing relationships with our health care customers is a top priority to gain a thorough understanding of their needs, meet their expectations and provide value to the level of care delivered to patients.
From initial contact with Medical Packaging Inc., LLC (MPI) to purchasing a system and beyond, our knowledgeable Customer Success team is here to ensure we deliver the ultimate client experience.
Here are some responses MPI received from customers after working with our team:
LL, Clinical Pharmacist – Pak-EDGE® / General Info Request
The rep that I spoke with who helped was very pleasant and able to walk me through the process of fixing the issue. They are also sending me a PDF on how to fix it on my own for next time which is very helpful. I also believe the time between my voicemail and call back was appropriate – e.g. I don’t think that I had to wait too long for a call back from someone at Pak-EDGE.
JP, Pharmacist – Pak-EDGE® / How to Install
Thanks for following up. The technical support was excellent. I think I worked with the MPI Customer Success Staff, and they were very professional as they helped me install and update Pak Edge on a new computer. I appreciate his help. Everything is working well now.
GO, Clinical Applications – General Service Request
The service was fantastic.. I have a quick question out to support, but we are good to go on our end. We are super impressed with the support.
AH, Manager – General Info Request
Yes, everything is fine. Your team is always very helpful when I call.
DJF, IT Tech – Technical Issue
Yeah, the MPI Customer Success Staff got everything back up pretty quickly, and educated me on how to avoid/resolve this problem myself in the future should it arise again.
SW, Pharmacy Resident – Auto-Print® / Technical Issue
I was very pleased with the service I received from the MPI Customer Success Staff. They were friendly, helpful, and got me the information I needed promptly. Our Auto-Print is functioning normally. Thank you for the follow up.
GW, Pharmacy Supervisor – Technical Issue
A+++++++++ The MPI Customer Success team did excellent jobs. We greatly appreciate your assistance and great customer service as always. If there is anyone I missed, please send my regards. They truly excel on customer service, technical knowledge, and communication. I don’t say that lightly. They really are great. Thanks again.
DM, Pharmacy Manager – Technical Issue
Yes, the service was exceptional, very quick, and timely and completed resolved my issue.
GK, Lead Pharmacist – Technical Issue
Yes! Thank you so much for MPI’s quick response. The MPI Customer Success Staff (sorry, I forget their name) was very helpful in pinpointing the issue and was patient while waiting for me to test it. All is good now.
MD, Pharmacy Manager – Technical Issue
Sorry for the delayed response. The staff LOVE the packager! It works so well! Thank you to you and the MPI technicians for fixing it.
EK, Pharmacy Technician – Technical Issue
The machine is working better than ever. It was by no means an easy fix, but MPI Customer Success Staff were very patient with us and walked through the whole process. Thank you very much!
CW, Infrastructure Engineer II – Technical Issue
Everything is working great 😊 All of your help was awesome and the MPI Customer Success Staff I was on the phone with was super knowledgeable, helpful, and honestly a breath of fresh air when it comes to calling technical support. It’s nice to get a like-minded IT individual on the phone!!! I appreciate the follow up!!!
TS, Lead Pharmacy Technician – Technical Issue
Everything so far is working well. The MPI Customer Success Staff did a nice job & explained what he had seen as an issue & what they were going to do. They were very polite, understanding to my concern & needs.
JH, Pharmacist – Technical Issue
Thank you. The machine is functioning again and the MPI Customer Success Staff who helped me was able to provide very thorough and efficient service in a very friendly manner.
RB, Department Systems Assistant – Auto-Wrap® / Technical Issue
I just wanted to reach out about my most current situation. I have an Autowrap that is not working as it should. But, I am reaching out to tell you what a pleasure it is to work with the MPI Customer Success Staff. This is possibly the 3rd time I have had the pleasure of talking with them. They are very knowledgeable and have excellent customer service skills. I am the pharmacy department systems assistant and am pretty technical and mechanical savvy. However, I do like to be given instructions as though I have no knowledge so as not to miss any information/steps. Especially with our new MPI equipment. They were very patient and explained things very well. When speaking to them I am confident we will resolve whatever issue is at hand. They are a true asset to the product support department.
LN, Pharmacy Informatics Specialist – Technical Issue
MPI Customer Success Staff were absolutely amazing and helpful! It was a positive experience all around. They deserve to be recognized for their outstanding customer service and knowledge.
SS, IT – Technical Issue
Yes, the case is resolved and thanks for your support and especially the MPI Customer Success Staff for their knowledge and support.
PMS, Pharmacy Supervisor – General Info Request
We have not made a batch of tadpole labels yet. MPI Customer Success Staff printed off one and it looked good. Once I make a batch I will feel confident that all is how it should be. They were extremely patient with me and shared information as they went through the process of adjusting I appreciate the way they work. I hope I get them again when I need to call.
EZ, End-User Support Analyst – Pak-EDGE® / How to Install
Thank you for following up and making sure that everything is working correctly on our end. Yes, we have tested the packing device and the zebra printer, they are both working with the new software installed. The MPI customer Success Staff was very helpful and did a great job for assisting me on this request. You may now close this case.
GW, Pharmacy Informatics – Technical Issue
MPI Customer Success Staff did an awesome job, and we are very pleased with their work.
RE, Associate Director of Pharmacy – Technical Issue
Thanks for checking in, Kimberly. Everything was resolved to our satisfaction. Excellent service by the MPI Customer Success Staff.
SC, Pharmacy Operations Manager – Technical Issue
Your technical support line was very helpful. I spoke with the MPI Customer Success Staff. Their advice was quick and easy to follow. This issue was resolved in under 5 minutes. They also provided me with some helpful tips and education to prevent future issues. Lastly, they followed up with an email that included a troubleshooting guide on my issue to help me address any similar issue in the future. I couldn’t be more pleased with the service your team provided.
DM, Pharmacy Technician – Technical Issue
Yes, this case was resolved. The MPI machine is fully functional, and the MPI Customer Success Staff was very helpful, and they followed up with me this morning to make sure it was working.
GW, Pharmacy Supervisor – General Service Request
We are extremely pleased with your support and service. Keep up the great work!
RM, Field Services Specialist II – Technical Issue
Everything seems to be working great so far. MPI Customer Success Staff was professional and very fast to resolve the issue.
LC, Drug Room Supervisor – General Service Request
The service I received was wonderful. MPI Customer Success Staff were very helpful, and to better diagnose the problem, we had a Zoom call so they could see the machine functioning. They walked me through all the steps I needed to perform so they could resolve my issue. My machine is functioning 100% however, it was discovered during the call with them that I will need service to my machine and most likely some parts replaced. I am waiting for a quote from them to forward onto my supervisor for approval.
DG, Informatics Clinical Pharmacist – Pak-EDGE® / How to Install
Thank you for reaching out. I just wanted to leave some feedback regarding MPI Customer Success Staff from tech support. They were very helpful and available by phone to help us out with our server upgrade and with a new install last minute. It went much smoother than when we have had to reinstall in the past. Thank you!
DW, Pharmacy Manager – Technical Issue
The MPI Customer Success Staff were extremely helpful, knowledgeable, and patient with us removing the back. It worked initially and we are moving onto some packing now.
GW, Pharmacy Supervisor – Technical Issue
Yes, I am very satisfied with technical support. Fast thorough and timely response. The MPI Customer Success Staff I spoke with today is an absolute asset to your team. Please send my regards.
JK, IT Pharmacist – Technical Issue
Yes, I am very pleased with the service I received from MPI Customer Success Staff. It was handled very well and professionally, and the issue was resolved in a timely manner.
MO, Pharmacy Site Director – Technical Issue
MPI Customer Success Staff were very helpful and resolved our issue fully. We really appreciate his expertise and their prompt and professional approach.
AS, IT – General Info Request
Yes, quite happy. MPI Customer Success Staff were great and sent the requested info promptly.
ES, Pharmacy Technician – Auto-Print® / Technical Issue
A million thanks to the MPI Customer Success Staff who walked me through to correct the problem. I do not remember their name, but they were a tremendous help! I was very pleased with the service I received and the prompt response. Our Auto-Print is fully functioning.
CK, Medication Distribution Lead Tech – Technical Issue
Yes, we are pleased with the service we received. MPI Customer Success Staff helped us correct our printer issue and gave us some great advice moving forward. Thank you for your time. No additional information needed at this moment.
EZ, End-User Support Analyst – General Info Request
Thank you and your team for assisting me on this. I may have to call support again next week when the serial to usb adapter arrived. The MPI Customer Success Staff is awesome, they are so helpful and great customer service.
PK, IT – Pak-EDGE® / Software Upgrade
All is good. We were able to get the software upgraded in record time! About 30 minutes so I can still make my meeting! Thanks very much!
RF, Pharmacy Database Tech – Pak-EDGE® / General Info Request
Yes, I was very pleased with the help I received from MPI Customer Assurance Staff. It was nice to actually get and to speak with someone who could help right away. We enjoy using Pak-EDGE. We rarely have any issues, and your customer service has been wonderful!
SS, Pharmacy Technician – Auto-Print® / Service / Service Quote Request
I just wanted to say that MPI Customer Assurance Staff was great. They were so helpful and patient. I have been working on this package machine since we got it back in 2008 or so. But we are in our 2nd machine. So I pretty much know alot about it already. But when I have issues I make the call to you all. And I have been very pleased with you all. Keep up the good work.
VV, DOP – Pak-EDGE® / How to Install
The technical support team was extremely helpful! One of the best customer service experiences. The MPI Customer Assurance Staff went above and beyond and spent hours trouble shooting and fixing everything until we were back operational. They stayed after business hours past 5 pm to help. Exceptional service.
CH, Clinical/Staff Pharmacist – Auto-Print® / Technical Issue
Yes, everything is working perfectly as normal now. Thank you so much for the help over the phone. MPI Customer Assurance Staff was a life saver! Our Director, Intern, and Technician were gone for the day and I was trying to run the hospital by myself. Their swift assessment and walking me through how to resolve the problem were invaluable! Thank you again!
JB, Pharmacy Supervisor – Auto-Print® / General Info Request
You guys are great. Love working with you. Happy Friday 😊
SB, Pharmacist – Fluidose® / Technical Issue
I appreciate MPI Customer Assurance Staff help. I was trying to be very careful with our expensive new machine, and didn’t want to make the problem worse. That’s why I was reading back and clarifying his instructions so much. And it was about the 5th time I’ve ever used Face Time on my iPhone. That was a huge help to MPI and us both.
JH, Assistant DOP – Auto-Print® / Service / Service Quote Request
Yes, all is well. We are very pleased with the service we received. MPI Customer Assurance Staff was terrific from the very first phone call through the final service visit. They were courteous, knowledgeable, and encouraged us to ask as many questions as needed to help get the situation resolved.
HC, Pharmacy Manager – Pak-EDGE® Material Manager / Code Request
The issue has been resolved at HUP Cedar Pharmacy. I am very satisfied with the service that I received…a 10!
AB, Pharmacy Purchasing and Contracting Coordinator – Auto-Print® / Service / Service Quote Request
Our auto-print machine is working fully and we received the small pill shoot piece. Thank you all for being quick and courteous at helping us get our repacking up and running. Special thanks to MPI Customer Assurance Staff that came all the way here and took the time to perform maintenance and show our team how to maintain proper care of our machine. They were very kind, knowledgeable, and gave us great advice on what to do if we are having issues in the future. Thank you all for your help and service.
TK, Facilities and Equipment Manager – FD Pharma® / Service / Service Quote Request
Yes, MPI Customer Assurance Staff were able to help us and instruct us on what we needed to do. They are hard working, very knowledgeable, and personable. They are also a great teacher. Those qualities are hard to find these days.
ZO, Pharmacist – Pak-EDGE® / How To
The machine is fully functional. The information provided answered the questions that I had. MPI Customer Assurance Staff that answered the ticket also called. Follow-up like that is going above and beyond. The customer service with your company has always been great.
BG, Asst. Pharmacy Director – Pak-EDGE® / Technical Issue
In light of the real lack of understanding of what customer service is and what it means to receive real service, it has been a real pleasure to work with the MPI Customer Assurance Staff. They did all the right things: talked to me as a real person, followed up with email and text messages in appropriate ways. They listened and was responsive even when I got busy and could not get back to him promptly. They are a real credit to your organization. My Auto-Print works perfectly. We are still getting everyone trained with the UD packager before going full steam ahead with Fluidose. To my knowledge, it is working fine.
TC, Pharmacy Technology Specialist – Fluidose® / Technical Issue
I have to say this was one of the best customer service experiences I have ever had in my life. MPI Customer Assurance Staff helped me with many issues we had with our liquid packager (even with some issues I wasn’t aware of). This machine is like a brand new piece of equipment thanks to the help of MPI Customer Assurance Staff. We use the liquid packager a minimum of twice weekly and I am forever grateful for their help!
JQ, Pharmacy Technician Supervisor – Pak-EDGE® / How To
I am always impressed with your service department. The service is prompt and the technical support personnel are very knowledgeable. MPI Customer Assurance Staff had us back in operation very quickly.
LH, DOP – Pak-EDGE® Material Manager / Code Request
Your service technician did a commendable job. They called quickly, was polite and helpful, and was able to rapidly resolve my issue. They did a great job, don’t let them get away! (If they wanted to relocate to Iowa, I’d hire them myself!). On a related note, although our communications with your company have been fairly limited over time, they have always been good. Keep up the good work. The Material Manager works fine, as does the Auto-Print which we purchased several years ago. Feel free to use my recommendation to anyone considering your products or services.
CR, Pharmacy Manager – Pak-EDGE® / General Info Request
Having been placed in the awkward position of trying to make a call to ask about a change we had to make in our pharmacy network pathway and was it going to cause any issues with Pak Edge, your tech was very patient with me in explaining to me how the communication works with the software. I am very naïve when it comes to all things computer so it was refreshing to have someone very skilled in handling my obvious lack of knowledge. I am very pleased with the responses I got and am very confident with the information I received.
BP, DOP – PALP / Technical Issue
Thanks for your email. I reached out directly to the MPI Customer Assurance Staff via email and they responded and set up a call with me to look at my issue. I am seriously considering buying them capes since they are my hero and is always very patient and solves my issue quickly. Today’s call was resolved within 15 minutes. #topnotchservice
SJ, IT – Pak-EDGE® / Technical Issue
Very happy with the support we received. MPI Customer Assurance Staff was helpful, efficient, extremely friendly, and had a pleasant charisma when speaking (you do not hear that often nowadays). All is functioning as expected. 10/10 service
MC, Pharmacy Technician – Auto-Print® / Technical Issue
MPI Customer Assurance Staff was awesome!! Very patient and understanding, even when I got frustrated!!! Everything is fixed!! Thank you so much!!!
JLE, DOP – Pak-EDGE® / How To
You guys provide exceptional customer service! The best of any vendor in my network, hands down. All is well with my packager. Thanks for reaching out.
NM, Pharmacist – Pak-EDGE® Material Manager / Code Request
Thank you for your attention. Your technician was of GREAT assistance and knew RIGHT AWAY what my problem was and resolved it. If I do run in to any more problems, I feel confident and comfortable reaching out to your team, knowing that you are ready to help us.
RH, Coordinator HIT Support – Auto-Print® / How To
Yes. Everything I called for help with is working PERFECTLY. Kudos to the MPI Customer Assurance Staff. – The whole experience with your support has been GREAT. Most of the time when I call for Vendor support, I block off at least an hour (sometimes two) for troubleshooting. The team had it all done and working in about 5 minutes. The follow up email with a Guide for the about the new process for label licensing was in my INBOX immediately, too.
So, thank you for keeping your staff knowledgeable and responsive – it really does make a difference.
Much appreciated.
GM, Field Tech Analyst – Pak-EDGE™ / Technical Issue
It was awesome. I appreciate the MPI Customer Assurance Staff’s fast response. They are easy to work with. I wish all my vendors were this cool.
TJ, Pharmacy Technician – Pak-EDGE™ Material Manager / Code Request
It’s always a pleasure dealing with your customer support, always super helpful, professional, and friendly. My experience with the MPI Customer Assurance Staff was no different and resolved my issue in a timely manner.
NG, Director of Pharmacy – Auto-Print® / Technical Issue
We have an old machine, but the MPI Customer Assurance Staff helped me through some problems we were having. I’ve dealt with them a couple of times – very knowledgeable and always willing to help. 5 Stars!
AH, Clinical Pharmacist – Auto-Wrap® / Service
Thank you for your expertise and help. We love your products! 😊
WW, Director of Pharmacy – Auto-Print® / Technical Issue
It’s working as designed. Support was excellent. Not only did I get the initial problem fixed but made some adjustments and it is working better than before. Five stars out of five stars.
LB, Pharmacy Technician – Pak-EDGE™ / Technical Issue
Thank you for checking with us. Yes, all is well, and we are very pleased with the service we received! MPI Customer Assurance Staff was very knowledgeable, articulate, complete, precise, and polite. Thank you, team! We also appreciate that our request for help was addressed so quickly. Yes, our Pak-EDGE is functioning great, even without considering its age. It serves our needs well.
CC, Operations Manager – Auto-Print® / Service
The machine is working perfect. The service was a 10+.
KE, Pharmacy Automation Tech Specialist – Pak-EDGE™ Material Manager / Code Request
MANY THANKS to you & your team. We are back in business! Everything is functioning quite well. Very grateful for your AWESOME SUPPORT!!
JB, Staff Pharmacist – Auto-Print® / Technical Issue
Thank you! Yes, the Auto-Print is working very well right now. In this case, I was able to get it adjusted and working using information from the troubleshooting section of the manual and studying what was actually happening to the unit dose strip. As always, I appreciate the rapid follow-up! You guys are great!
BT, Automation Technician Specialist – Pak-EDGE™ Material Manager / Code Request
The service was ok…just kidding. Considering you had no power, you resolved my issue very quickly and probably did it with a smile. Thanks for your help and I hope things get back to normal for you.
DH, Desktop Support Technician – Auto-Print® / Technical Issue
Yes. I was impressed with how quickly I connected to support and found the MPI Customer Assurance Staff to be extremely helpful. Please pass along my Kudos.
TJ, Pharmacy Technician – Auto-Print® / Technical Issue
I believe it was resolved, packaged something and it worked like a charm. MPI Customer Assurance Staff was very patient with my technically challenged self and appreciate all their help.
LR, Network Administrator – Pak-EDGE™ / How To
I spoke with MPI Customer Assurance Staff today and they provided exactly the information I needed to answer my questions. They were prompt, thorough, professional, and confirmed all information provided. I’m very pleased with the team’s customer service skills and my experience with MedPak.
ML, Pharmacy – Installation
The Pack-EDGE™ unit dose pre-packager is working out very well! Training was seamless and very little fine tuning was needed after we went live. I am also very pleased with customer support, they return our requests and calls in a very timely manner. I highly recommend this equipment- such an improvement from the last one the pharmacy staff was using.
JG, DOP – Auto-Print® / Technical Issue
Yes. MPI Customer Assurance Staff was wonderful with a quick response and turn around during a very difficult situation (water main break). We had a loaner unit in 3 days which was great. Our repaired unit is working fine. Extra kudos and thank you’s to MPI Customer Assurance Staff for all their patience and help! 😊
MB, Pharmacist – Auto-Print® / Service Quote Request
As usual, MPI Customer Assurance Staff did an excellent job at all of our Facilities. They continue to be:
• Professional
• Timely
• Knowledgeable
• Courteous
• Very easy to work
It remains our pleasure to work with them.
KS, Inpatient Pharmacy Manager – Auto-Print® / Technical Issue
I am always pleased with your customer support. So helpful. Pictures and slowing down to tell me how to fix is always so helpful.
AR, Manager of Pharmacy Informatics and Automation – Pak-EDGE™ / Technical Issue
MPI Customer Assurance Staff was extremely helpful and spent hours helping us out. Really appreciate the customer service your company provides!
KZ, Manager of Pharmacy Services – Pak-EDGE™ / Technical Issue
Thank you so much for your help. I never expected it to take that long. I know the delays where all on our end, but you couldn’t have been more pleasant and patient. Please make sure your Manager knows just how valuable a person like you is to your corporation.
I should let you know that calling tech support is never my favorite thing to do, however my experience far exceeded my expectations. Besides being patient and pleasant, MPI Customer Assurance Staff actually know the products and systems and not only resolved our issue, but also helped us work toward a solution to prevent the same thing from happening going forward.
SI, Pharmacy Manager of Operations – Auto-Wrap® / Technical Issue
The customer service experience for this case was phenomenal. Loaner MPI arrived in less than 24hrs; MPI team was very open to issue resolution for payments and repairs of existing unit completed in a timely manner. Awaiting arrival of original unit. (Shipped )
Absolutely love the customer support with your team.
TD, Director of Pharmacy – Pak-EDGE™ / Technical Issue
MPI Technical Support is fantastic, so prompt and helpful especially when we have an emergency. Thank you so much.
JP, Director of Pharmacy – Pak-EDGE™ / How To
I was incredibly pleased with the service. The technician explained everything, verified my email, expeditiously sent out the software upgrade I needed. Also, the phone was answered immediately! Great job! Thank you!
JB, Staff Pharmacist – Auto-Print® / Technical Issue
I am very pleased with the service, especially how quickly you all responded to me. I also love the thoroughness of the communication that allowed me to fix issues right away. We packaged quite a bit today using the new machine and it ran perfectly.
Thank you! (And I hope you are staying healthy and safe!!)
MB, Buyer/Lead Technician – Auto-Print® / Technical Issue
All issues are now resolved and our Auto-Print functioning well. We are very pleased with the technical support we received. MPI Customer Assurance Staff was very knowledgeable and explained the corrective steps to perform in a simple and understandable way. In the end they were able to diagnose our problem by looking at the photo we sent. Also, I was very relieved to find out tech support was still open at the time I called, I expected it to be closed and would have to wait until tomorrow to fix our problem.
SM, Pharmacy Manager – Pak-EDGE™ / Technical Issue
We did get the issue resolved once the appropriate IT people on our side. MPI Customer Assurance Staff was very helpful. Your support people were very professional and easy to get in touch with during this “work from home” time.
BD, Pharmacy Informatics Analyst – Auto-Print® / Technical Issue
Everything is functioning again. Thanks for all the help! You have a wonderful team.
DP, Pharmacy Supply Chain Coordinator – Pak-EDGE™ / How To
Absolutely satisfied! Your group has an amazing core of support folks! A pleasure to work with. Thank you all very much 👍
MB, Pharmacy Regulatory Compliance Specialist – Pak-EDGE™ / Technical Issue
Yes, all is ok. MPI Customer Assurance Staff helped to fix the issue as always. You have a great team who helps with very positive attitudes.
CS, Pharmacy Receiving & Inventory – Pak-EDGE™ / Technical Issue
Yes, I am very pleased on how fast and efficient the service request was. It was easy to fill out and I received a phone call within an hour of placing my request. The tech who assisted me was very knowledgeable and pleasant to work with.
PC, Lead Pharmacy Technician – Pak-EDGE™ / Technical Issue
Thanks for your follow up, all is well. Your support team was very helpful and was able to resolve the issue in a prompt manner and minimal downtime.
DA, Director of Pharmacy – Installation
Hi, I think the install went pretty good with all things considered. Obviously in person training would have been nice but that was impossible with the pandemic, so I think it actually went easier than I thought it was going to go. MPI Customer Assurance Staff was very knowledgeable and patient since we were doing all the training online and through the telephone. We have been happy with the machine so far, and it is much more efficient than what we had been doing.