What Should Practice Managers Expect From RIS Training and Support Throughout the Karisma Lifecycle?
Target audience: Practice Managers / Operations Managers
Author: Jan Sebire, Support Manager, Kestral Computing
Selecting a RIS is one decision. Getting the most out of it over the long term is a different challenge entirely, and it depends heavily on the quality of training and support that comes with it. For practice managers responsible for staff performance, system reliability and operational continuity, the support model behind a RIS matters as much as the software itself.
At Kestral, training and support are not add-ons to the Karisma implementation. They are built into how the partnership works from day one through to ongoing operations.
What Does Karisma Training Look Like at Implementation?
Implementation is the point at which the quality of a vendor’s training approach becomes immediately apparent. A team that arrives underprepared for go-live, or that receives generic instruction disconnected from how the practice actually operates, carries that deficit into daily workflow for months.
Kestral’s implementation training is role-based. Rather than running the same session for everyone, training is structured around the specific functions each role performs in Karisma. Reception staff, imaging technologists, radiologists, billing staff and practice managers each receive training tailored to their workflows and the parts of the system they use every day. This means staff build confidence in the areas that matter most to their work rather than working through functionality that is irrelevant to their role.
Training sessions are designed to be hands-on and interactive. The goal at go-live is a team that can operate Karisma competently from day one, with the practical knowledge to handle the workflows they will encounter in a live environment.
How Does Kestral Support Staff Learning After Go-Live?
The learning that happens during implementation is the foundation. What happens after go-live determines how deeply the team embeds that knowledge into daily practice.
Kestral provides access to a suite of online training videos that staff can revisit at any time. For practice managers dealing with staff turnover, role changes or the onboarding of new team members, this means training resources are available on demand rather than requiring a scheduled session or a call to the support team. A new reception staff member can work through the relevant modules at their own pace. An experienced radiographer picking up a new workflow can refresh their knowledge without disrupting the broader team.
What Does Ongoing Support Look Like for Karisma Customers?
No system operates without questions, issues or the occasional technical problem. The quality of support a practice receives when something needs attention directly affects how quickly normal operations resume and how much disruption the team absorbs in the meantime.
Kestral’s support team is available to assist with issues as they arise, with a focus on resolving problems promptly and minimising disruption to practice workflow. Beyond reactive support, the team takes a proactive approach, working to identify and address potential issues before they affect operations. Support extends beyond technical troubleshooting. As Karisma evolves and new features are released, Kestral keeps customers informed and supported through the changes.
How Does Kestral Approach the Ongoing Partnership With Practices?
A RIS implementation is the beginning of a working relationship, not the conclusion of a sales process. The practices that get the most out of Karisma over time are those that maintain an active connection with Kestral, using the support channels available to them, staying current with new features and raising operational questions before they become operational problems.
Kestral’s team brings together clinical science backgrounds, deep radiology domain knowledge and long experience in practice operations across Australia and New Zealand. That combination means support conversations are grounded in an understanding of how radiology practices actually work, not just how the software is built.