EMS Rocks!
Peggy Riann Aud | TrustRadius Reviewer
Updated January 29, 2019

EMS Rocks!

Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with EMS Software

EMS is currently being used campus wide. However, we do not permit students to use the system, there isn’t a need for them to do so.
The campus users are able to book rooms for meetings, meals, conference and more. We also use the system for the academic side. Having all classes booked within EMS is such a huge help!
  • Desktop access: I love the book and the calendar. These two tools help me to keep up with all reservations and to quickly access buildings/rooms for booking.
  • Web access: the “random” feature for my clients to use is fantastic. When training campus users I show them this for their reoccurring bookings and it’s like I gave them a million dollars! They are so excited and express how much easier that function is to use. It certainly cuts down on the confusion.
  • Wizard: i often have issues with this feature. More than likely it’s operator error and I need to become better acquainted with the area, but I do like the idea of it and the ease of copying bookings.
  • Setting reminders for desktop users: it would be nice if you could select multiple users at once instead of one at a time.
  • I would say EMS has had a positive impact upon our campus. Before this system we used email, fax, and inter-office mail to do invoices and catering orders. Each department policed the rooms available for booking. Tremendous change, all for the better.
At a previous place of employment I used a different software, I believe it was called Room Tracker. Whatever it was, it did not hold a candle to what EMS can do. I tried to get the owners to switch to EMS, but no luck.
The Room Tracker had a much different layout and feel; it was not as user friendly.
This software has a range of functions. One can use all, some, or a couple of the feature. Whatever the case, EMS can handle one's needs.
  • Unfortunately, we currently do not use these items.
Configurability for this product is great. It can be as complex or simple as one needs it to be. I especially like the ease of using the resources feature. It’s a great tool for the campus to select services for their event.
EMS truly is great software! It has the potential to provide for an entire campus or company. As an event professional, I like to have every event, whether it’s a meeting, meal, conference, or class at my fingertips. The ease of access on the desktop side of EMS is terrific .

Using EMS Software

200 - We are a college campus, and all users are either faculty or staff. Mainly the staff uses the software more so than the faculty.
2 - We have a dismal IT department that is supposed to support EMS, and myself. I train all faculty and staff to use the software, and I keep up on day to day dealings within EMS. The person in IT is to keep up with the patches, and upgrades.
  • Book Classes-Academic Import
  • Book Rooms for Lectures/Ceremonies, and other events
  • Ensure the proper and timely use of the services offered on campus for the spaces.
  • I have not found such ways.
  • I honestly couldn't say.
I am frustrated with the customer service when calling for EMS support. When prompted to leave a message I never get a call back, and furthermore, not only do I have to leave a message, but I have to send an email to make sure someone knows to call me back. This method is unacceptable and I am currently seeking a new software.

Evaluating EMS Software and Competitors

  • Price
  • Product Features
This software predates me in this position, but for what the campus was 20 years this software was fine. However, our IT department and EMS are not meshing, and the customer service from EMS, now, is awful.
I am currently looking for a software that is more user friendly for our campus constituents, and has better customer support.

EMS Software Implementation

EMS Software Training

  • In-person training
The training wasn't too bad, again it was about 15 years ago and one person came to campus and trained a number of us in one of the computer labs.
The training wasn't bad. Instructor was knowledgeable.
Depends on which role one tends to play within EMS. I encourage new users to take a test drive before training and some follow that and end up not needing a lesson. However, we do have a couple of handfuls of people that have been using this system for years, and still have no idea what they are doing.

Configuring EMS Software

Some - we have done small customizations to the interface

EMS Software Support

I give it a 1 because I can't give it a zero. Your customer support is awful!
ProsCons
Good followup
Problems get solved
Support understands my problem
Quick Initial Response
Slow Resolution
Less knowledgeable
Not kept informed
Escalation required
Difficult to get immediate help
Support doesn't seem to care
I cannot. Ever since Accruent took over I have received the worst customer support. When attending the conference I met with a rep who had all these plans to reach out to me and do demo's and get our system upgraded and I never got that call.

Using EMS Software

I give it a 1 because zero isn't an option.
ProsCons
Technical support not required
Unnecessarily complex
Not well integrated
Inconsistent
Slow to learn
Cumbersome
  • The desktop client is easy to use, much easier than the web interface. The web is much more confusing for our campus partners than need be.
  • Web Based: Booking multiple rooms is daunting.
  • Web Based: No print function
  • Web Based: Cannot always view the contents of the event or wont let the client select services.

EMS Software Reliability

Currently I can only access EMS from my work computer, from in my office, on campus. While I'm sure this isn't an Accruent issue, and mostly our IT issue, Accruent hasn't exactly stepped up and tried to help when these issues have been addressed.
I'm guessing the issues lie within our IT/Infrastructure, but often times EMS will not show reservations, will not let you add services to your reservations, etc.

Integrating EMS Software

I don't use that feature.
  • We'd like to integrate our physical plant epac system.
to my knowledge this does not support this type of integration.
  • File import/export

Relationship with Accruent

Up until Accruent took over, Dean and Evans was superior with customer service.
Pick a different vendor!

Upgrading EMS Software

Yes - Some have gone fine, while others will completely change different settings, which is incredibly frustrating.
  • I couldn't even begin to say. I have no idea what the newest upgrade did for us.
Yes - Considering a different software company.