20 Dec, 2016 → by ClaimboUser136716
ECW: expensive, unable to meet federal requirements, abysmal support

1

eCW has a slick sales force and promises as lot but, delivers little. Constant problems with slowness and freezing. Lab interface goes down at least once a week. Updates are a mess. This many years into the federal compliance mandate and the software still isn't capable of meeting many of the required measures. The reporting portion (eBO) is a complete disaster. If you want to create customized reports, you have to pay an additional fee but, once you pay, you'll find out it's nearly impossible to use and the report data is completely inaccurate. Customer service is a joke. Most of the staff is in India. They seem to have little or no training, beyond reading from a manual and the language barrier is extreme to the point of being ridiculous. We've wasted so much time trying to get them to understand the issue and then trying understand what they say in response. Not to mention that their response is usually wrong or useless. Their training videos are just as bad. I've literally seen a whole room of clients burst into laughter after watching one of the training videos eCW supplied.
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