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AMS Okay...Customer service is not.

Submitted Jan. 24, 2014
Customer Service
1
Does your AMS vendor respond to your organization's requests in a timely and thorough way?
Ease of Use
3
Reliability
4
Customization
3
Primary Job Function: 
Membership, Customer Service, Data Entry
Number of Years Using the AMS: 
4-7 years
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We have used Avectra since 2009 as our AMS. We switched from using a basic Access database to using Avectra. Implementation was fairly easy, but later on, we learned that we didn't do it as correctly as we should have to avoid complications down the road. We contracted with Avectra because at that time, it was one of the only AMS companies that had a credential feature to match up our members with their CEUs and credential. We have paid to have a trainer come out and show us how to use it effectively. We have paid for a specific report to be built. Every time Avectra launches a new feature, our report becomes faulted and we have to rebuild it. This takes their customer service people months to do again. We have been waiting on a new report to be built and we have not heard back from customer service on it. I have emailed at least a dozen times. It always takes me emailing them to hear back. They don't make the initiative...and we're paying them! We always have a new customer service support rep. Hopefully since they were bought out by one of our partners (Abila), things will start to change and look up.