Posts tagged Customers
Who doesn't love visitors?

We had the privilege of having one of Sonoma’s shining stars, Tracy Lehmann, the NEW Business System Support Analyst, join us at Escape headquarters in Roseville for two days of System Manager Training. Tracy comes to Sonoma County Office of Education with 19 years of school district experience. She is going to be a huge asset to the COE and all the Escape Online 5 users!

It was a pleasure meeting her and spending time teaching her about Escape Online 5 System setup, Finance setup, HR/Payroll setup and process and Workflow setup. The bonus for me was allowing time each day for Tracy to discuss support issues with Karen Wiker, Finance Specialist, and Elen Meltonyan, HR/Payroll Lead.

I couldn't let her leave until we talked about Training the Trainer. I know a little bit about that and enjoyed sharing with her my secrets.

From all of us at Escape, welcome Tracy to our support family!

Thanks for the Feedback!

ID-100106167I would like to thank everyone who took the Escape Customer Support Survey in December and gave us valuable feedback.  Feedback is an important way to understand how well we currently do things and how we can improve in the future.  At Escape, we are committed to continuous improvement.  I was pleased with how many customers responded and the heartfelt feedback provided.  Below is a summary of some key take-aways for our team. Things that you love about Escape Customer Care:

  • “I like how you all work as a team and use each other's experience/knowledge to support one another.”
  • “People are very friendly and try their best to help.”
  • “Seems like you care about us.  I like that type of service.”
  • “You have a solid team with the right qualities for support work.”

Over 60% of you responded that your Escape Customer Care Representative is:

  • Very knowledgeable
  • Very clear in their responses
  • Initially respond in 1 day or less
  • Follow up in 1 day or less

Here are the top three things that we learned that we could improve upon:

  • Follow-up via phone versus email for some customers.
  • Respond to initial incident and acknowledge that it was received, as well as provide a time estimate on when it will be reviewed.
  • Consistent use of out of office auto-response when a representative is not available.

I have been working with the Customer Care team on the items above and have identified a plan for all items.  We have set a goal to respond to all incidents and acknowledge that they were received within 2 hours, as well as provide an estimate of when the issue will be looked at.  We also discussed incorporating more follow-up via phone and will ensure that all team members are setting their out of office auto-response when they are not available.

Thank you again for taking the time to respond to the survey and providing suggestions to improve the Escape Customer Care experience.

Image courtesy of pakorn at

CETPA 2014

It was another great year at CETPA!

It was convenient for Team Escape this year since the conference was located in Sacramento! Given the close proximity to our office, we had more people than usual attend. Yes, even the elusive Chad Guest took time out of his busy schedule to attend on Thursday.

We were also lucky enough to have several existing customers stop by our booth, which we really appreciate. Although the guys talk 'techy' on the phone regularly, there is nothing better than a face-to-face conversation. It always nice to make new friends, too, so we enjoyed meeting some folks for the first time and letting them in on all that is Escape!

Many thanks to Mike and John for handling all the logistics!  If you didn't get a chance to stop by the booth and see John's video check it out now.

CETPA 2014

CETPA 2014 starts this week in Sacramento!  If you're attending the Exhibitor Show, make sure to stop by our booth (424) and say hi.  We'll have plenty of goodies, demos, and knowledgeable people to answer all of your Escape Online 5 questions.