Community Corner

"EASi Wins Praise for Service and Product from Public and Private Companies Alike

 

Pleasanton, CA – July 17, 2012 –Equity Administration Solutions, Inc. (EASi), the leading independent stock plan software company today announced the results of its 2012 Client Satisfaction Survey show that clients save time, gain efficiencies, value the functionality and report increased levels of satisfaction the longer they use EASi.   

More than 20% of EASi’s clients responded to the survey with 77% representing public companies and nearly 85% having more than two years of equity compensation experience.  More than 50% were accounting and finance professionals, another third represented HR and Stock Plan Administrators and the balance held Tax, Legal and other financial roles.

Data shows that clients give EASi high marks in terms of saving their company time and improving the quarterly close process.  Nearly 80% of respondents also believe that EASi’s support team has the expertise to solve their problems and a strong commitment to doing so. Another 17% rated this question neutral or not applicable because they have not fully implemented the platform or had to rely on client support.  

The longer the company has been a client, the higher the favorability scores on items such as the EASi support team is committed to meeting client needs and the product features and functionality meet my needs.  Likewise, seasoned users find increased value in the platform overall.  “Once clients master our platform and deploy all its functionality, they see an even greater return on investment and report a higher level of satisfaction,” said Carine Schneider, EASi’s CEO.  “We know it can take time to learn how to use our robust functionality.  We created our Professional Services Group and Accelerated ROI Program to help clients implement and learn to use EASi so they derive the full value of our solution across the enterprise more quickly.”

Clients also have a high confidence in the accuracy of EASi’s reports.  Feedback confirms that EASi has opportunities to improve in overall response time to client calls and that clients are happy with the core product functionality and would prefer to see incremental enhancements instead of brand new functionality.  EASi continues to refine its client service model to deliver more responsive service.  

“We listen carefully to our survey feedback and take fast action when we see opportunities to improve,” said Jennifer Jolin, Vice President of Client Experience.  “We pride ourselves on having the most comprehensive solutions in the industry so it is gratifying to learn that clients have high satisfaction with the core product features and functionality.”

In terms of taking action, Jolin explained that EASi’s Chief Technology Officer, Mark Ebersole is undertaking an in-depth review of the enhancement requests to identify those that meet a broad range of client needs.  Last year, in response to an overwhelming majority request, he spent a weekend designing a custom report writing tool which was launched within weeks of receiving survey results. 

EASi will issue its next major product release in August and will host a release webinar to introduce the new functionality and its enhanced help documentation system to clients.

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