Company Updates

With the overall aim of trying to constantly improve the quality of our software solutions, as well as customer service delivered to our clients, Emydex send a short Customer Satisfaction Survey to all our customers every six months.

The survey measures the satisfaction levels in the following areas:

1. Quality of Solution (speed, performance, usability, overall product/solution performance)
2. Execution Timeliness (how did we do against agreed project timelines?)
3. Meeting Expectations (how did we measure up at the end versus expectations at the start?)
4. Proactive Support (how did our customer support team fair?)
5. Lead Programmer (how happy are you with your lead programmer?)
6. Recommendation (how likely are you to recommend Emydex to a work colleague or friend?)

At least two representatives from each of our customers are invited to respond in order to get a broad picture of satisfaction levels across our entire customer base. In any case we strive to ensure at least one person responds on behalf of each customer.

Results from our most recent survey conducted in November 2012 show an increase in the level of Quality of Solution & Support e.g. the quality of the solution we give to our customers in terms of Usability, Speed and Performance. This metric rose from 79% to 82% when compared year on year.

A very positive result for Emydex staff and customers alike is that Overall Satisfaction levels continue to increase, a rise over the past year of 2.72% compared to last year’s figures to 80%. Also in relation to Overall Satisfaction levels, it’s worth noting that 95% of our respondents are either satisfied or very satisfied.

We are also delighted to say that, once again, in relation to the question regarding Recommendation the result has increased by 9.71% compared to the same period last year to 84%.

Another highlight from the November survey is that overall satisfaction in their Lead programmer rose nearly 5% from 82.5% in April 2012 to 86% in November 2012, the largest score recorded against any metric measured to date. An endorsement of Emydex’s policy that is to recruit, train and retain highly skilled programmers that also have many years relevant experience of working in the Food Processing Industries.

In order to improve the quality of our solutions and services Emydex send out a Customer Satisfaction Survey to all our customers every 6 months. The survey measures the satisfaction levels in the following areas:

Quality of Solution
Execution Timeliness
Meeting Expectations
Proactive Support
Lead Programmer
Recommendation
At least 2 representatives from each of our customers are invited to respond in order to get a broad picture of satisfaction levels. We always ensure we get at least 1 person to respond on behalf of each customer.

The feedback we receive enables us to pinpoint the areas where we need to improve and gives us the ability to define action plans to target specific areas. The Customer Satisfaction survey is sent out twice yearly, and so gives us the ability to monitor how effective our action plans are, and allows us to re-evaluate and redefine them where necessary.

A very positive result for Emydex staff and customers alike is that overall satisfaction levels rose by 5.02% compared to previous scores. Further to this for the question regarding recommendation we have moved from a score of 1 respondent giving us top marks in October 2011, to 1/3rd of all respondents responding with a 10 out of 10 in April 2012.

Survey Questions
Respondents were asked to rate their satisfaction based on the questions below:

Q1 Quality of Solution & Support (e.g. Usability, Speed, Performance, Bug Free etc.)
The quality of Emydex solution and support provided to you?

Q2. Execution Timeliness
The adherence to project deadlines and agreed project milestones during development and implementation?

Q3. Meeting expectations
How Emydex have lived up to your expectations that were set at the beginning of the project?

Q4. Proactive Support
How Emydex has lived up to their goal to provide proactive support to our customers?

Q5. Lead Programmer
The abilities and communication skills of the Lead Programmer on your project?

Q6. Recommendation
How likely are you to recommend Emydex to a colleague?

Emydex Technology, the Irish software company that supplies Production Management Software solutions to Food Processers in Ireland and the UK has announced a number of new key hires that have joined their software development team responsible for implementing Emydex software solutions for their customers.

Carl Brennan joins the Emydex implementation team having previously spent 12 years as lead software developer with DEM machines in Ireland where he worked on projects including a food production monitoring system for Glanbia, a PLC portion control application for Green Isle Foods as well a high-speed check weighing system for Heinz Ireland. Educated with a B.Sc in Information systems in University of Queensland, Australia and a B.Sc in Computing from DIT, since joining Emydex in November, Carl has already worked on a beef kill line and payments system roll-out for Liffey Meats, and an Emydex upgrade of the Dawn Meats site in Montbazon, France.

Carl joins a team of experienced programmers including Conor O’Driscoll, with 14 years’ experience of software development for the Food Industry. Conor previously worked with Leaders retail, a POS specialist company for 7 years, and DEM Machines for 8 years as a software developer before then. Dwain Casey, another member of the software delivery team joined Emydex last year after 12 years working with companies such as Zetes, ADC Barcode and Geodis.

On the Product development side of the business, Dean McDonnell joined Emydex’s New Product Development team in October last where he is working with company co-founder and Technical Director James Grennan to enhance and develop new software modules and components for the Emydex core platform.

Commenting on the recent new hires, David McMahon, CEO with Emydex said “We deliberately set out to look for software developers with over 10 year’s relevant experience developing software for the food production sector. The food production industry is very specialised, with a steep learning curve, so it’s important to have a team of people behind your product that can understand your customer’s needs, and work with them to craft solutions to solve their business issues. The 11 developers now working across our 5 customer delivery teams have an average of 10 years work experience between them. I believe this is what sets Emydex apart from other suppliers operating in the Food Sector space”.