Emburse Chrome River

There are some in the support area that don't know the product well enough to resolve a problem. They also take too long at resolving.

We have had a pretty good experience with Chrome River's customer support. I haven't had direct contact with customer support, but I hear and see things that I like. Our IT team seems to get along well with customer support and, together, have worked out many of the bugs in integration.

So far, support has been great.

I rated the support for Chrome River EXPENSE an 8 because it does take an extensive amount of time for the support team to correctly set up the routing rules. There are times when the support team member may not have as much knowledge about the software and provide incorrect information. We have since joined Emburse and have a designated ESA which has improved the response time of our tickets; however, that came with additional cost.

The support we have received from our Project Manager during implementation and now our Customer Account Representative has been above and beyond. They have both been there for us any time we have needed answers or help with an issue. There were times we reached out about something and if it were something Chrome River could not do, they were open and honest about that. I appreciated this honesty.

User support provides very detailed answers to my inquiries and tickets. The only issue I have encountered was the lack of features on the site supported on Internet explorer. Very smooth on Chrome. I also wish the option to email a ticket was still available. Other than that, I have not had any support issues. My issues are usually resolved in a timely manner.

Helpdesk is usually quick to respond and provide good solutions / information when requested. There are occasions where tickets can take inexplicably longer to be resolved or that no solution is available at present, but is also unlikely to be available in the future.
Generally however Helpdesk are knowledgeable and passionate about the system.
The less I have to deal with them - the better they are doing their jobs!

Chrome River has a great interface, technology, customization, and so much more. It is the whole package.

I gave it this rating because Chrome River support has been very helpful with a lot of issues without fail. In the beginning, there were issues with support but now they have constantly exceeded expectations.

Chrome River is very new to the college and there's been some resistance in the beginning. We hope to get more positive support as traveling staff uses it more.

They have great training and support materials. They also have a customer service team that has improved, especially over the last months with a revamp. But they hit a period of growth where they added new customers faster than having adequate staff to handle the added responsibility. So they came up with creative ways to give administrators more responsibility in resolving things that used to be handled through customer service. Let's just say there was a transition, but I ultimately like having more power to resolve issues without their input. So it has worked out.

I have nothing but good things to say with all of the components of the Help Desk. Every response has been timely, with strong attention to detail and expertise.

Any time we have needed help from out CSM or the help desk they have always helped us and tried to understand what our needs are.

The CR team is super responsive.

The Help Desk is very easy to use the response time is great. You are able to see all open cases at anytime as well as who the report is sitting with. This allows for a direct line of communication if any questions arise.

There isn't enough room here. 200 words would just get me started.

1. Realizing when your customer is struggling is a sure sign you need to invest time in them in order for them to succeed, before you ignore them. We got very little effort by the company despite reaching out on multiple occasions for assistance due to our unique needs.
2. Having a robust customer interface for problem solving is critical. This company struggles with this constantly and has since dismantled their online helpdesk.

They are pretty responsive and willing to spending the time to determine the root of your issue most times.

At times, the Help Desk has been slow to respond, or requests would get lost. There could be a lot of back forth of emails with significant time gaps in between correspondence. This can be frustrating at times, as you lose momentum on getting a problem resolved or an enhancement implemented. Recently, Chrome River has moved away from email help desk requests to an online experience.

To be honest, I've never had any issues so I haven't had reason to call for support.

We just signed up for CR Emburse program which is much better than before. Prior to having a dedicated CR PM to explain to us how things work, if a specific enhancement is able to be done or if there is another way of doing something, we would have to log a ticket, wait for a response, the response would require more details, a lot of back and forth, it would just take a long time. Now it's much faster and easier.

Chrome River customer service has been very responsive and helpful with all of our customer service needs.

We have received great support. A few of our issues have really been a challenge. The CR support team has been relentless in working out solutions. The support team has worked through our issues via email, phone calls and zoom meetings when necessary.

I wish we were still able to create a help desk ticket via email.

We have a dedicated Help Desk portal and we are receiving notifications each time there is a server issue or other issues so we can be up to date. Tickets are being resolved really quickly, help desk team is really professional and supportive. They are trying to solve the issues as soon as possible and the communication is great.

I am not involved in the support but from what I have heard, it's been great.