01 Apr 2015

Chapter 7 Trustee Returned to BMS after Switching

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Chapter 7 Trustee Returned to BMS after Switching

“BMS is very responsive to my needs. The support I receive is outstanding and the team is extremely knowledgeable. There’s so many ways I can get help if I need it. I can reach out to my Account Manager, Tanya Olson. I can read the help file. And now I can even go to BMS University for interactive, online trainings.” –Marshall Miller, Chapter 7 Trustee

Raving-Fan.267Marshall Miller runs a busy Chapter 7 practice in El Paso, TX. Like many Trustees, the pace of his work schedule demands an efficient software solution coupled with responsive support. After temporarily switching to a BMS competitor, Mr. Miller learned the hard way that empty promises couldn’t keep his office running smoothly. He has since returned to BMS as a client.

When Miller was approached about switching to a competing software platform, he wasn’t dissatisfied with the BMS software he was using. But he also wasn’t as hands-on with the software as he is today. Mr. Marshall’s paralegal worked more closely in the case administration software then he did, so when he was persuaded to switch to a competitor’s product, the ramifications of switching products were not as readily apparent to him.

However, soon enough, the problems became clear. One of the stumbling blocks Miller encountered was the bank used by the competitor. Repeatedly, Miller experienced problems with statements that needed corrections. The process for corrections was time-consuming, and the underlying problem with the statements was never fixed. “Four strikes and you’re out,” Miller says, recalling his decision to return to BMS.

Today, Miller describes himself as “very happy with Rabobank.” Miller likes how statements are delivered directly to him, overnight, via UPS – with electronic statements delivered right into his BMS case administration software each month. Miller’s high level of comfort and confidence in the way his office interacts with the BMS Banking Center – the concierge customer service team for all BMS clients that have accounts at Rabobank – plays a key role in his workflow and office efficiency.

Another big reason Miller chose to return to BMS was the firm need for a way to request and receive documents from debtors in an automated, standardized fashion – in advance of 341(a) meetings. Although Miller had been promised such a solution would be forthcoming when he chose to adopt a competing software product, in fact, the feature was never as robust as what is used by BMS trustees. DocLink is an essential part of Miller’s workflow and its ease of use adds to its value in allowing Miller to administer cases more efficiently.

Although not a software feature, Miller’s satisfaction with BMS is in large part due to the company’s emphasis on customer service. “BMS is very responsive to my needs,” states Miller. “The support I receive is outstanding. There’s so many ways I can get help if I need it. I can reach out to my Account Manager, Tanya Olson or contact the Support Center. I can read the help file. And now I can even go to BMS University for interactive, online trainings.”

Miller appreciates the fact that his Account Manager is just a phone call away, and that she’s willing to help with little things as well as specific case situations that require more specialized case administration knowledge and bankruptcy expertise. For example, if he’s entering information into a form that he uses infrequently, Miller can get help instantly, so that his work is accomplished more quickly. For Marshall Miller, the BMS advantage keeps him on top of his workload and ahead of the game.

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