The response rate to the initial query was very quick. The solution was not acceptable. A workflow error was identified on an expense claim and the expense approval workflow failed. The initial solution was to get the employee to resubmit the claim, which did not correct the approval workflow and then I was told that the only way to resolve was to delete the claim and ask the employee to reraise. I was reluctant to do this with regular complaints from employees on user interface etc. I asked another contact in Eureka who explained why the error happened and also provided an alternative solution - a bit disappointed I wasnt told this in first instance. – Do you have any other feedback on the support service received?

• 7/10 – How good were we at understanding your problem?
• 6/10 – How well did we keep you informed of the status of your call?
• 3/10 – How satisfied were you with the overall support service provided?