BlackLine

In my experience, the support team is very responsive and more often than not provides the exact solution to the issue or challenge.

The team has always responded to my questions in less than 24 hours with an appropriate answer.

Support through case filings has been a positive experience. Support through the Customer Service Managers has varied over the years based on the assigned personal at the time. However, our current CSM has been responsive and supportive.

They are timely and always willing to help.

BlackLine is a supportive partner. The automation and standardization is first class.

Customer portal/university.

BlackLine has always had our back from the implementation to add additional functionality to the system. During the COVID shutdown, they provided unlimited support and training for our staff to get the best out of the system. If we have an issue with the system it is easy to open a ticket and get a quick response no matter what level the issue may be.

Most of the staff do not understand our issues. They tend to just be able to repeat how a module or tool works like they are reading from a manual. They struggle to understand our company's specific situations or methods. More often than not I either have to help them figure out a solution or reach out to our account manager. Not to mention the extended periods of time it takes to resolve an issue especially when it is affecting our normal business activities and processes.

BlackLine support team is very helpful and knowledgeable.

BlackLine support is relatively quick compared with other software's support.

Blackline employs Accounting Rock Stars! Blackline has different levels of support provided by Sales Rep, Customer Success Manager, Help Desk, webinar/workshop Facilitators, and Product Experts. Note, these may not be official titles but how I see them.

There are always reps available

The success of any software rests on the ability to understand how it functions, how well the team can learn navigating in the software, the education and training material available, and the support that the software vendor provides. BlackLine checks all these boxes and continues to stay focused on the customer experience.

They are prompt with responding to any support questions.

At least during implementation, BlackLine has been turning around changes and responses extremely quickly. They are very engaged and even training the company's IT on many things about their own SAP system.

Haven't used the support yet.

We have found them to be very helpful and available when we needed assistance.

Support is always available and very helpful.

I have not had to use BlackLine support much during my time. But also that means I haven't had too many issues requiring support, so that is a good thing. When problems have appeared, there were pretty quick fixes. Never had a game-breaking issue with any of the products or services.

Great support; very fast and efficient.

I believe we receive good support, but that is not my area of expertise, so my experience is limited.

Our support people always get back to us quickly and provide effective solutions to our problems and answers to our questions. When there's no quick fix, they keep us apprised of progress. We've successfully resolved many problems, such as updating our certificates, with very little unnecessary back-and-forth or wasted time.

The BlackLine support is very responsive and is delivered with the highest level of professionalism.

Team is knowledgeable and receptive to feedback.