The backbone of our conference center operations
October 16, 2020

The backbone of our conference center operations

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Accruent EMS Software

We currently use EMS to manage all our meetings and videoconference meetings across our 10 offices. Each office Conference Center team will manage the super user side of it and each employee has access to the web app version through our company portal.
  • Service management (catering, AV)
  • Great report system
  • Meetings booking management
  • Improved integration with the TMS system for video conference bookings.
  • Better customer service (support service).
  • Fix issues with host office in video conference bookings.
  • EMS is a tool for our operations team that is not directly related to our revenue or impact our revenue.
  • N/A
Since we've implemented EMS, we haven't expanded into new offices but we certainly have expanded the resources within our current organization, and so far, EMS has been able to keep up with our needs.
Very configurable. We have different spaces in different offices and EMS is able to fulfill the customization of each scenario.
When we first purchased EMS we were very pleased with the product and installation process. As we continue to expand our services and the need for EMS we experience a few challenges that the EMS support team hasn't been able to address for us (issues somewhat basic which we have entered in numerous service tickets for a fix). I still see a decline in customer service from the helpline to our relationship with the account manager. At this point we are trying to pay for our yearly invoice and I have contacted EMS/Accruent by email and phone 4x to receive a copy of our invoice, and I'm still waiting to receive it even after our account manager received my request and 2 follow up emails after my call. Examples like this show EMS decline in customer service.