Payment Automation Support Survey Results

Wed, Aug 26, 2015 @ 10:06 AM

OnPay Solutions Winner of CFO Tech Outlook’s Top 10 Accounts Payable Solutions Providers for 2018

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Payments are mission critical.  We believe that and that's why enabling payments is all we do. 

That said, you can understand why we are profoundly proud of our latest accomplishment. We can report that we have a 100% satisfaction rating from our customers who have opened a technical support case.*

Over the past several months we have been surveying our customers upon closing technical support cases. And, before we share the results, we will tell you that our customers have high expectations because we have told them to. We have a 30 minute response policy. 

Typical cases that have been opened during the survey period range from positive pay files backing-up to needing new user credentials; from an error building a file to check printing overflow errors; from lost vendor information to double entries in a V-Card log. 

 Here's an infographic on the survey and the results: 



ap automation

 

100% Across the Board!   Wow!  Way to go!


The results are humbling.  Our technical support staff deserve a HUGE commendation and pat on the back!  (Note that we kept the survey brief and that nearly 45% of customers surveyed responded, which is another staggering result when calculating the results or response to a survey.)

Comments from customers who responded to the fourth question on the survey, where we gave them a free text area to send back insights or inquire about other services included these comments: 

"Excellent Support"
"Your technical support team is always supportive.  Glad we can reach out to them at a critical time"
"Excellent and Quick Customer Service"
"He explained what he was doing and what was to be expected."
"Seriously, I think that is the fastest resolution I have ever had to anything IT related!"

and more. 

But enough about us...WHAT DOES THIS MEAN TO YOU?

If you are not 100% satisfied with the support you receive from your ERP Technical Support Department or Consultants or from your IT Department or from your Bank's Treasury Services or On-Line Banking Department, perhaps it's time for you to make the move to a dedicated Payment Hub that will provide help you when you need it most. 

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*Based on customer surveys emailed directly to contact experiencing technical support problem upon closing their case. 45% of customers took the time to respond. 

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