IRIS Support

[techie17]

How has anyone found the support for IRIS Products? We use IRIS Financials and PS People and just keen to hear everyone's thoughts on their support?

[ultimatepie]

worse support out of all the education software products we use, Always have a new account manager seems there have a high staff turn over,

[localzuk]

Pretty appalling to be honest. Recent support experience I had, now that they've rolled ParentMail support into the borg, it took them days to resolve an issue that would've been resolved in my initial contact previously. Involved 3 members of support staff, stating the same things over and over again in response to what I was saying, seemingly without actually reading what I said.

 

Until finally, they did what they used to do and resolved the issue.

[willtech]

Really bad support hate that they brought Biostore. You have to wait and then they respond it is most of the time poor. Getting hold of an account manager to escalate is hard and frustrating.

[Oaktech]

I've sacked off everything IRIS. Got fed up with the cludgey solutions. They called me to tell me my products had expired, I told them we would not be renewing either of the IRIS products we had based on feedback from the staff using it, and they proceeded to call my boss at the school and at the trust and told them I was rude and agressive. Fortunately they called via the school system and we were ale to review the call and vindicate me as being to-the-point but perfectly polite. We aren't renewing.

[bobsmith]

When KeepKidsSafe was based in a small office up north (sheffield i think...) they were amazing.

 

Even a few years back you spoke to someone who knew the answer or who knew who to go and ask in their team and get an answer.

 

Now - it's an overseas call center and I lose the will to live as they work off a script each time I call.

 

With the move to Bromcom they are getting chucked in the bin once renewal comes up.