We believe that our open communication and close relationships is what make our integration products and services truly the best. We feel so strongly about our customer relationships, that we've asked our customers to rate us on their experiences with EXTOL training and customer support. Already a customer? Rate us at www.extol.com/myexperience

Customer Experiences - EXTOL Support

29 Ratings
4.9 out of 5 stars

Featured Reviews

I am a consultant for Dari Farms Ice Cream distributors. Training first with Linda Kane was a great learning experience. Setting up trading partners, maps were all made easy by the support team and the training. We use this product on the AS400 and on the EXTOL secure server. Whatever problems I ran into, the EXTOL support team was there to help and get the problem solved. Doesn't seem to matter how often you call, they always treat you with respect and are very courteous, and I have called many times. There is peace of mind knowing that any issues we have can be solved in a short amount of time. This is one of many EDI products I have worked with over many years, and by far the best support company of all. Bob S.

Anonymous - Wholesale Distribution

I have used multiple EDI translation/transformation packages in the last 20 or so years and in turn have had to contact the appropriate customer support people for the software; but never in my experiences have I had the opportunity to communicate one-on-one with someone who seemed to have an interest in not only solving my issue, but in RESOLVING it the first time. It is refreshing to find a company where integrity prevails, and where the customer support department actually supports the customer.Keep up the "EXCELLENT" work!

Chris - Wholesale Distribution

EXTOL's Professional Services Team and EXTOL's Support Line have provided us "5 Star" support. EXTOL Professional Services recently assisted us by updating our EXTOL Secure Exchange (ESX) Software to version 5.5.3 on our IBM Power Series. FYI - our corporation has registered over 312,000 successful AS2 transmissions since we began using EXTOL's Secure Exchange. We converted 60 trading partners to EXTOL's EDI Integrator over the course of 12 months. Whenever we needed extra help, EXTOL Support was always there with a solution. There's no job too large or small for EXTOL's support team! We would highly recommend EXTOL to be your preferred AS2 and EDI Translation software provider.

Mike Mennerick - Food & Grocery

All 4 Star Reviews for EXTOL Support See all ratings

Mapping Questions

Monday, June 2, 2014
By Anonymous - Wholesale Distribution

The support people were courteous and knowledgeable. The helped me determine what could be done in regard to the ideas I came up with for finding an EDI mapping solution.

EEI Processing Support

Tuesday, May 27, 2014
By Scott Heffren - Food & Grocery

My support technician responded within minutes. The technician listened to the problem, reviewed the issue and used a GoToMeeting to help resolve the problem. The issue ended up being caused by the way I was processing outbound data and not related to the software. My technician then walked me through the best practice on how to set up my batch processing.

Almost certainly the best support organization out there.

Wednesday, May 22, 2013
By Kyle Whitaker - Transportation & Logistics

When I call EXTOL support I usually get a support representative immediately on the phone who is ready to remote into my system and solve the problem quickly. When that does not happen, response time is typically under 1 hour for a call back. There is the confidence that if the support representative is having difficulty diagnosing the problem, that there is a team of escalating expertise standing behind them (literally). It is only under extraordinary circumstances that a problem is not resolved during the initial call and those are usually the result of unusually stringent demands from a trading partner.

Very Helpful

Friday, May 10, 2013
By Anonymous - Food & Grocery

The Support group is incredibly helpful. They always have the answer to my questions – and even take it one step further and make recommendations on how I can handle processes differently – better.