Emburse Chrome River

Chrome River has exceptional consultants and support staff. We have had nothing but a fantastic experience with how their team has treated us, as well as working through some of our unique business needs. From implementation to ongoing support, they have helped my small team successfully automate our Procure-to-Pay process from our older systems.

I cannot tell you how relieved we were when utilizing Chrome River support in comparison to other Enterprise level software support centers. Tickets were quick and representatives were swift in [their callbacks] and resolutions to our common and most difficult problems. The team there is professional and makes each new support ticket a breeze.

Easy to work with.

There support is good just slow. They take a few days to get back to you after each reply.

The help documentation is well laid out and descriptive, with pictures. It answers most of my questions. For the technical issues that must be fixed by the Chrome River team, sometimes it just takes an email or 2 to get the problem resolved.

Chrome River has a dedicated Help Desk portal. On the portal, you have all of the information they have released about the product and features and a lot of helpful tools. They also have a ticket system if you need further help or something more specific. It is much easier than actually calling a help desk.

Embuse Chrome River does have a Help Desk platform to submit cases for system issues, help with customization, and any other help topics that system administrators may need. These cases are assigned to chrome river support experts that then work with you to resolve the issue at hand. Their response to cases is timely and efficient.

Emburse Certify has a wonderful level of customer service and support, starting with their Customer Support Managers who personally oversee accounts and reach out to clients to help them on their journey. Emburse Certify also has a 24/5 team of Customer Support Agents standing by to assist users with issues, errors, or questions on their software. Considering the recent challenges of remote working, their Agents have done a good job at responding to emailed tickets. Unfortunately, I have not been able to call in and speak to an agent since early 2020 and I have found that one particular Customer Support Agent was rather rude when responding to a continuous issue of website availability, the person going so far as to demand that I take a video of my computer when receiving a website time out error (an issue that Certify has been addressing and aware of this year).

We have regularly scheduled meetings with our support rep which is nice. The help desk is sometimes super helpful and sometimes frustrating. Our rep is helpful in getting problems resolved through the help desk.

I think CR has been responsive to our issues. They just can't change the system for some of our problems.

The customer support agents that include for our system configuration and also from the reporting side are definitely attentive to our issues. There are multiple times we have to go through various iterations to finally resolve the issue and this could have worked better if the Chrome River admins would have validated their work before getting back to us.

Implementation and post-implementation support and attention to detail have been excellent. Chrome River Help Desk responsiveness is also excellent. There have been occasional delays to Help Desk tickets. Access to the Help Desk has also been an occasional issue with credentials not working, and then there have been problems/delays regaining access.

I would knock off a point or two due to our issues while integrating. However, the Emburse customer support team worked hard and was able to help us resolve our issues, adding a point or two back. We have communicated with their support team from time to time to ask questions or get input and have received good support.

Quick responses and accurate support given

Chrome River support has always been very effective. The ability to have an automated "helpdesk" provides a very impressive tool to not only create help tickets but to also track those requests and look back at those for additional help with they are solved. Chrome River provides quick response times and utilizes their "categorization" modes to be sure that you are receiving help from the correct department.

Like I said before Chrome River overall is a 10. We only have minor issues at times.

Customer support is good in answering any question we may have. My only concern is that it can take some time. Tickets need to be submitted via their help desk or via email. There is no way to call customer service, so if you have an urgent request, it's very difficult to get an answer right away.

The helpdesk has been pretty good most of the time.

Based on my limited use of the Emburse Chrome River build that we are currently working on.

I have been thoroughly please with the support we have had so far. The implementation team has been spectacular and knowledgeable and has helped us navigate through some decisions with best practices and ideas used with other customers that we never would have thought to consider. We have changed a number of our expense policies to be more consistent with those practices.

Turn around time is very good.

Our integration specialist exceeded our expectations, however post go-live we could have used some more priority/dedicated support

The basic issues are handled by the level 1 engineers effectively, however, some complex requirements or issues took too long to provide a resolution. We ended up following up with our customer relationship manager or escalated to the next levels for faster resolution. However, they did appoint a person to look after our cases primarily, which is good.

This question is not relevant to us as we have an in-house corporate specialist that makes all things Chrome River do what they should.

I have not contacted their customer support directly.