McElroy Client Survey Answers
Even as electronic invoicing and web-based purchasing become more prevalent, McElroy finds there is still a wide range of client preferences for purchasing, communication, ordering, and process automation. Even as electronic invoicing and web-based purchasing become more prevalent, McElroy finds there is still a wide range of client preferences for purchasing, communication, ordering, and process automation.
We recently conducted a client survey that focused on client preferences in three areas: invoicing, web-based ordering, and project status updates. The results were interesting and helped us prioritize and frame action items. Thank you to all the clients who helped us learn how we can serve you better.
We asked clients if they used electronic invoicing with their own clients, or with vendors, and how beneficial it is for vendors to be able to send electronic invoices.
- 31% use electronic invoicing with clients, 36% with vendors.
- Less than 3% of those who aren’t currently using it know they plan to in the future, but nearly a quarter of all respondents weren’t sure.
- 21% would like McElroy to add an automated payment system.
- Only 14% said it would NOT be beneficial for vendors to send electronic invoices.
Based on these responses, we are accelerating our plans to research implementation of an electronic invoicing system. This will occur in a phased approach, with phase one offering invoices delivered in PDF format. Later phases will include automatically generated output from our accounting software, and further integration of our accounting and workflow systems.
We next asked clients if they use online ordering from vendors, and if they use McElroy’s online ordering system.
- 75% told us they use online ordering with vendors.
- 39% use online ordering with McElroy.
These responses could indicate that: (1) we should expect translation to be increasingly ordered online; (2) not all McElroy clients realize how convenient our customized quote and order forms are to use; and/or (3) there will be a greater need for people to discuss translation projects with their vendors than for many other types of purchases. In the case of #1, we are ready.
We’ve had basic online quote and order forms for years, and have customized them for clients in more ways than we can count.
In the case of #2, you might not have known these were available, so here’s a quick summary: McElroy’s online order and quote forms make requests available to clients anywhere in the world 24/7. You can upload your files to the form, and after you submit your request, you will receive an email confirmation to verify that all details are correct and your files received.
Use these online forms, or ask us to customize them just for you so that you don’t have to type a single keystroke more than necessary!
In the case of #3, well, we actually love talking to our clients, and appreciate that many of you still want to talk to a human when you request a quote or place an order. This is also why, in an age of automated phone answering systems, you still find a real person answering your call to McElroy!
We then asked which electronic products or processes McElroy could add that would benefit clients. Aside from electronic invoicing and payment, the other electronic improvement requested by a significant number, 38%, was for automatic status updates for large projects. This tells us we might have been hiding our light under a bushel basket!
For a project of any size, no matter how the order is placed, clients receive an email confirmation as soon as it is logged into our system. With our most recent workflow system update, your email confirmation contains a link that allows you to view the status of your project at any time. In addition, for large or complex projects, we can provide a variety of reports regarding status or performance metrics.
In fielding surveys, we balance the value of your time with the value of getting client feedback. To that end, we don’t burden clients with too many surveys, we try to design every question to learn something useful, and we report the results and take action on every survey. We hope you’ll view this effort at transparency and process improvement as a measure of our appreciation.
