“I just wanted to give a shout out to one of your employees: Super(man) Blake to the rescue! Our IT dept. had been going in circles for a little over a week trying to get my FMS SkyView working. HRMS SkyView was working fine, no problem. Within one pleading phone call, Blake (Robertson) figured out the problem, talked us through fixing it and gave us pointers to prevent more occurrences on other computers. Blake never fails to come through, on any problem we’ve thrown at him. Thank goodness for Blake, our ‘go to guru’.”
“Dennis, I wanted to let you know that the City of Pacifica absolutely loves the high quality of service that we’ve always received from Blake and Laura; they are ‘gems’!”
Jaime Barr from the City of Casa Grande, AZ wrote in to compliment R&D team member Cathy Colburn on her help with the City’s Innoprise Utility Billing software:
“We want to extend our thanks to Cathy Colburn. Several events transpired in the Finance Department that have pushed Casa Grande staff into unfamiliar roles, two of those being billing and meter reads. If it wasn't for Cathy assisting us with question after question, making herself available to us during our working hours or her vast knowledge of the product we would not have had success in getting the billing finalized and mailed. She's a gem!!”
“The Innoprise Utility Billing/CIS product causes me less grief than any of the other modules we have. Rana is awesome and knows her stuff inside out and backwards, as does Cathy...
“With Innoprise Centralized Cash Receipting (CCR), I rarely have to intervene; the product integrates well with other modules – keep going on that route!”
“I am very happy with the relationship I have with Harris ERP. Laura Mathis is great to work with, and responds quickly to any issue we have. The GEMS software does what we need it to; I have no complaints!”
“I enjoy the relationships I have developed with the GEMS support staff over the years.”
“I'm very satisfied with the customer support on Innoprise provided by Harris ERP. The response time is immediate and, most often, so are the fixes!”
“We are so looking forward to the 2013 Innoprise User Conference. We love the Innoprise software and the Harris ERP support team is WONDERFUL.”
“You know, we are so often rushed by the “do more with less” mentality and “whew that’s off the list”. While we are so grateful for those that help us check those stressors off the list, we often do not take the time to mention it “up the line.” I want to tell you how helpful and skilled Blake Robertson is! Over the 7 years (can you believe it!) that we have been growing with Harris, Blake has been an anchor support for us. He has “pitched in” with every module we use…I find him to be calming, patient and resourceful! When I hear Blake’s voice, I know it is going to work out; it might take some time but it will be progressing until concluded! Thanks for having and keeping skilled staff available to your customers.”."
"Customer support has been outstanding - and Harris ERP personnel are top notch."
"I am very well pleased with Harris. The availability of personnel to answer questions and assist you work through issues is amazing. On those many occasions that I have had a "how to" question or needed to resolve a critical issue, the Harris staff has made me feel as if I was their only customer. I cannot say enough about the wonderful customer support group with Harris. Kudos to all of you; especially Blake, Toni, Laureano, and Charu."
"I am very happy with the support I have received from Harris anytime I have had an issue. Laura is great to work with and very responsive."
GEMS customer Roger Smith fromStrafford County, NH has high praise for ERP staff members Kim and Laura:
"My main reason for this email is to say a very big thank you to two of your staff: Kim Hermann and Laura Mathis. Without their help I would not have managed to complete our most recent project...
These two ladies provided not only technical support, but my Scottish temperament and frustrations never affected the high level of support they provided. To my surprise and my gratitude they still answered my calls for help. You have two super support staff."
Carrie Stone of Linn County, IA wrote in with her compliments to Sr. Application Support Specialist, Kim Hermann:
"SUPER; Thank you...I really appreciate all the time you and your group take with me. Your response is fast and friendly, even with my pesky minor questions & I do let my management know how helpful you all have been during this time of transition."
"Kim, I appreciate everything you have done. You are awesome. You deserve a weekend off in Paris!"
"I really enjoyed the entire process of the installation and training on the software. The GEMS software is great software and the potential that it has for the City of Owatonna is unbelievable. I have never met nicer employees than the employees of Harris ERP. Everyone there is so friendly and the help and support is wonderful."
Sally Kahlfedt, Administrative Assistant for the City of Waukesha, WI wrote in with her compliments regarding Innoprise Practice Manager, Tammy DiManna:
"I wanted to comment on Tammy DiManna, Product Manager/Implementation Spec-ComDev, CCR & Citizen Access. I've been working with Tammy for over 5 years. During that time her professionalism and expertise has never failed. Just this past week we needed answers to questions with Innoprise in our Building Inspection department. Once again, Tammy answered quickly and explained how the process worked until we fully understood it. There are so many times that in a pinch, she has always been able to be there for us. I can't say enough about her and the Innoprise Help Desk."
Hilda Talebi, ERP System Analyst at the City of Greenwood Village, CO wrote in to compliment the Innoprise team:
"I want to express my appreciation for Bryce Harward, Charisse Camacho Hanson, Sharne Krige, and Rana Dewall in the way they successfully handled the recent migration of [the] Innoprise application server. As always, their professionalism, knowledge, dedication and contribution have been magnificent. Thank you again for all your hard work."
When asked "What is the most important thing we could do that would improve our relationship with you?" on our most recent customer satisfaction survey, we received the following responses:
"I really do not see where there needs to be any improvement. Things are great like they are."
"Improvement not needed at this time. Response is always quick; professionalism is always displayed; and results are always as required."
"Just keep doing the same outstanding work."
"I have always been able to get help [from the Support team] when I had a problem. Thank you."
"Customer support is great and I have worked with some great employees (such as Blake and Toni)."
"We are very satisfied with the GEMS software, especially the online documentation
and the support you provide."
Sandie Terry, Director of Information Technology for Franklin County, VA, wrote in with her compliments to Technical Services team member John, who worked with her on a Payroll testing and update issue: "Schools' parallel payroll was super! Thank you John for all your efforts and such wonderful communication!"
She went on to say: "I really applaud John's project management AND communication throughout the effort to virtualize our GEMS applications! He kept everyone totally up to date on progression of activities and next steps - keeping everyone on the same page and in the loop!! SUPERB!!!"
"I want to comment on the excellent support I received from Mike regarding a GLI issue I was experiencing. Mike is very knowledgeable about GLI. In addition to sending me helpful tools to manipulate the GLI file he also offered me tips on how to easily create the final output. Then, when I encountered errors with executing the GLI file, Mike was able to quickly figure out the issue and provide me with the solution. He responded to all my e-mails as well as my voicemails promptly and professionally. I work with numerous vendors for technical support and I want to let you know that Mike did an exceptional job. It was a pleasure working with him."
"Kim, thank you so much for your immediate response and assistance well past office hours yesterday. We successfully updated PREDIT this morning and got the ACH tape to the bank by 8AM. We very much appreciate your time and effort!"
"I wanted to take a moment to recognize Laura Mathis for service above and beyond during the years that I have been fortunate enough to work with her. As I find my job duties shifting here at Ellis County, I realize that one of the things I will miss is the great resource that Laura has always been. Of course, I know she will continue to be such a resource to those who will be taking on the payroll responsibilities in the coming months."
"If I had a pedestal, I'd put Laura on it!!!"
"Hi Brent! Just a quick note to let you know that we've successfully changed our IP scheme on the network and made the system changes that we received from you. Your instructions were extremely helpful! I just wanted you to know that all of us in the department really appreciated having a roadmap to ensure that the GEMS apps would be configured properly after our change. Thank you!"
Tom Otzelberger, Manager of Information Systems for the City of Wauwatosa, WI, had this to say about Support team member Brent Goetz: "Whenever I have a technical issue Brent is always very good at helping me. I really appreciate working with him."
"Laura, you are a 'Payroll Dynamo'! You really understand our issues; you talk the talk; and our entire staff thinks very highly of you. We really enjoy working with you!"
"Recently, I contacted Laura Mathis with a panicky situation and she stayed after hours (your time) to help me through it. I was able to avoid spending the night at City Hall to deal with a legal matter strictly because of Laura's professional, expertise, and overall skills in HRMS. I can't thank her enough for what she did for SJC and me that day. She is the queen of all things (tell her that is straight from Pooja and Norma)!"
"I am writing to compliment you on one of your employees, Ms. Laura Mathis. Twice in the last few weeks, Laura has made time to meet with me via WebEx in order to work with me on the use of SkyView. She carried it beyond that, even, and provided me with valuable education on the use of Excel..."Because of her efforts, Ellis County has been saved countless man-hours, many of which would have resulted in banking of comp time at time and a half. This information has helped us not only with our human resources-related work, but we have since been able to use it to save additional manhours on indigent health care projects. This was truly exceptional service."
"Thank you John for working with us today to help us resolve the GEMS system performance issues. The end user and I are very pleased with the outcome and we have you to thank for that. We ran a number of tests on our own before getting in touch with you, yet our efforts were unsuccessful. I’m thankful that you were able to determine what was going wrong and able to provide a quick solution. Nice work, John!"
"During the holidays, right after Christmas I worked on getting our GEMS Application server up to date with the latest service packs, tax information, and current release version to our Production system. After working late on Sunday night until about 3:30 Monday morning, I had finally finished my project and everything seemed to be fine. When I came in on Monday, I had a few voice mails on my phone.
When I checked them, I found that we were having some problems with QuickReports, searching features, and a report we use made by GEMS years ago that brings our Cayenta Utility payments for water and electricity into our General Ledger properly. All of these issues were very important to us as many employees and the citizens of Maryville rely on them.
I placed a ticket in the Harris support Web portal after trying to find out what had happened to cause the issue. Knowing that it would be hard to find someone on the 28th of December, I didn't know how long it would take for these high priority issues to be addressed. I was at a road block and could not figure out exactly how to fix the issue myself. Since we use ORACLE instead of SQL Server, finding someone who knows about the complexity of the Oracle system has been tough at times with any software vendor.
After about one hour, I got a call from John who was eager to address the issue at hand and was relentless in giving up. Even after we had closed for the day, he was still working on the issue. Within a few minutes, John recognized the problem and started by testing his procedure in our TEST environment. When he found out that it worked in the TEST area, he then proceeded to work on the same issue in our Production environment. John had, by the end of that day, fixed both environments in no time at all. He followed up with all of the issues, cracking the problems one at a time, and working with me via WebEx and phone to keep me informed of what he was doing. Not only did I get a great customer experience from him, I learned a great deal about these type of issues and how to take care of them myself if this were to ever effect us again.
I just wanted to let you and the Harris ERP (Harris Corporate) staff know of what a diligent worker he was for us in a time that we needed serious help. John always followed up, either through my desk or cell, even while I was at the house getting ready for a vacation. I was able to remote in and work with him while still getting my things ready for a New Year’s Eve celebration with my wife. He removed the stress I had on my plate and jumped in to address it fully.
John deserves a major Kudos for the effort he put in to the issues, how to track and work them, and teach the local GEMS Administrator and Project Manager a few things that I did not know even after being on the system for several years and attending several user conferences and tech classes. The City of Maryville, my wife, and I want to thank him for his hard work during this time. I understand that during the holidays staff is short, but we did not feel shortened at all with the issues we were facing."
"I want to let you know how happy I am to have worked with Brent Goetz today. Brent assisted me with two nagging problems that we had been experiencing... With one of the issues he was able to provide us a solution through written instructions via email. The other was resolved through the help of a WebEx session with me. In both instances Brent was thorough, professional and patient as he wove his way through our configuration/setup, explaining to me not only the "what" but the "why" - for that I am most appreciative. Because of his knowledge and talent, I can now go home and relax knowing that today progress was made. I feel good knowing that Brent is on your team (and ours!)."
"Over the years, Brent has always risen to the occasion when needed, and has kept me appraised on technical issues. Thanks Brent! Your tenacity in leading us through this solution came at the right time for us. Keep up the good work."
"John has been terrific. When I encountered a number of challenges in getting our Positive Pay SkyView application to work with the GEMS software, his follow up, as well as his focus on problem resolution, was perfect. I greatly appreciated the effort."
"In the past couple of weeks we've had some technical issues to overcome. In that time I have had several occasions to work with Brent Goetz. I just wanted to pass along a word of thanks for the great job Brent does handling support issues. He has great technical as well as customer relations skills. While some of problems were a bit perplexing, his patience, fortitude, and resourcefulness paid off. From a customer's perspective, it's a pleasure to work with a professional like him. His attitude is a very good reflection of your support organization and helps to further galvanize the long-time successful business partnership we have had with Harris ERP."
"I just want to take a minute to let you know how much we appreciate Harris ERP support staff. Last week we put in an e-support call with FMS and received exceptional service from Toni Bolden. I have had many opportunities to work with Toni on the Finance module and our Inventory module. She gives superior service and is very prompt in her response time. Toni is very knowledgeable and truly pleasant to work with. Thank you and please give Toni a pat on the back from San Juan County!"
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