‘Prompt, helpful, professional’
Tales from ESM’s customer service line
At ESM, we pride ourselves on a couple of things. We build spend management solutions that help organizations uncover new ways to save time and money. And we provide top notch service to our customers.
The success of our solutions is easy to prove. Just look at the numbers.
ESM customers enjoy rapid deployment. At Ivy Tech Community College, for instance, the full project – including 5,000 converted workflows, 14 preferred vendor catalogs and 2,300 active users – was delivered in less than six months.
Once they are up and running, users quickly sign on. In the California State University system, the marketplace was rolled out to 10 campuses in just 4 months.
And, very quickly, the returns start rolling in. When Iowa State University switched to ESM from another spend management provider, its P-card volume shot up from $50 million to $63 million, boosting rebates exponentially.
And while we’re thrilled with the results our customers are experiencing, for us, the true pride comes when we read the comments that pop up on our customer service line.
According to ESM’s own customers, our people are:
“You need a tab that says ‘Excellent, I’m satisfied.’ Your team has been so helpful to the point that, with their advice for when the next time an issue pops up again, I am able to fix it. But when there is something that is beyond fixing, your team is amazing to help out. Great job, everyone.” - Tammi Florentz at the South Dakota Bureau of Administration
Quick to help
“The problem was fixed very quickly and I received notification that it had been done. I’m very pleased with the service!” - Tanya Briggs, The Carter Center
“Prompt, helpful, professional service. Perfect!!” - Julie Roberts, University of Akron
Knowledgeable and friendly
“Fast professional service. I like knowing that the staff are knowledgeable and friendly. Great customer service skills!!!” - Vicki Christensen, Gateway Technical College
“Pat and Stefano are always such a great help! They are both very patient and answer all my questions.” - Kathy Troupe, North Penn School District
“ESM was proactive and followed up on the issue before I was aware of it. I appreciate that - looking out for our end users and keeping them happy!” - David Nelson, Dickinson College
“Thank you for telling me about this as it wasn’t even ESM’s problem. One of our teachers mistakenly emailed your Help Desk.” - Mary Jo Klements, Orange Schools
It’s one thing for a software vendor to provide a great solution for its users, helping them solve the problems they face and stretch their budget dollars as far as they will go.
At ESM, however, we know that’s only part of the puzzle. Providing first-rate customer service is just as critical - and that will always be our goal.