Emburse Chrome River

Support used to be really good and fast, but with the acquisition, the wait time has increased significantly and help is not as knowledgeable.

It has been great so far although the respond rate has come down slightly recently.

The experience with the support team is pretty impressive. They have a great response rate and are always proactive to help and solving issues in a personal way.

Opening a ticket can sometimes take a while, however, all issues are addressed and resolved. The administrator does not have full control and this allows Chrome River to make any necessary changes that do not affect any other functions of the system. The reporting is fantastic and is very valuable.

We get quick responses and have access to the right people. Support requests are handled by the pros, not techs who are not trained. We don’t have to go through levels of people to get a result.

[Emburse] Chrome River's support team is great and was one of the things that was on our list that lead us to choose [Emburse] Chrome River.

I should be able to call for assistance.

Response time for tickets is longer than it used to be before the merger with Emburse

The support of Chrome River is great, but the only area I would like to see something different is communication. It may be that I am old school but sometimes it is easier to talk to someone on the phone or zoom to solve an issue instead of trying to do via email.

We don't need support a lot - once you understand the issue reporting process it works.

I feel like when I submit a help ticket, someone from Chrome River is always quick to respond. Sometimes we have to go back and forth several times to get them to understand what we want. We have also noticed that sometimes we have to submit a ticket more than once because the person that tried to help us the first time just was not understanding. Then when that case closes (usually out of frustration from us), we wait awhile and submit again and the person that helps us that time gets it completed like we want it in a matter of days.

We have had some issues with slower response on issues post-implementation. They have worked very hard to rectify this.

I think support could be better, before Emburse took over we were able to use the dashboard to help with issues, which has been down for months now. We had a point person who would help up with issues and now we just get whoever. Also, when we need help for something it seems like we are being sold something instead of being helped. Every change now costs money even if it is an issue with the software which I don't feel should be a charge to the client.

Easy to create help desk tickets.

Everyone at Emburse Chrome River has been super nice and their IT staff is almost as good as ours here at the university. I have never had a case that didn't get attention within a couple of days and usually resolved in less than week or sometimes even the same day (depending on the change). Even our contacts can be reached by phone or email which is great. Sometimes you may have something that is easier to talk on the phone with someone than to put it all down in writing.

We have not had to use Chrome River support much, which is the best thing I could say about it. The system just works, and requires very little oversight by the software vendor.

It is pretty good. Sometimes harder requests fall through the cracks.

Everyone we have worked with from Chrome River has been great. From our sales rep, our onboarding person, customer service, and more. Each person have been helpful, honest, and easy to work with. We have appreciated their commitment to us from the beginning. Their people are responsive and friendly and always make us feel like we are their priority.

At times there seem to be a lot of issues and [Emburse] Chrome River does not always keep us in the loop as to what is going on. We need fast resolutions and answers to provide to our internal customers (employees) to make sure that they can handle expenses and credit card charges quickly and problem free. Therefore, we expect top notch customer service and speed.

Its a very good program...user friendly and beneficial.

The best out there.

Overall support is good--when you have a simple and straightforward issue. The team is knowledgeable and quick to respond to any issue. An improvement is required for those issues that are more complex and where cross-functional support is required. The departments working behind the scenes seem to be working in isolation with tasks that are very specific to them. So if the case is complex and requires various functions' involvement, expect to be raising multiple cases to get through end-to-end validation and fixes.

Support can be slow but the generally gives you a correct answer or points you in the right direction. I really liked the option to send an email, but they no longer conduct support in that manner; you now have to use their online support app. I wish they would return to letting us email directly; however, I know that it is cost prohibitive.

Support is good, but could use some better communication at times. Overall, we receive the support we need

Support for some issues hasn't been quite as fast as we would have liked. Our biggest frustration was that we were turned over to the support desk immediately when we went live. That meant that issues that came up on day one had to go through the regulate support team and not through our implementation team. We would have preferred to have a week or two of implementation support to work out any unforeseen issues prior to moving to the help desk. Overall, the help desk has been good.