“nice to get the quick support and response”

I have to say, it’s been nice to get the quick support and response from you guys, as opposed to posting on the Adobe forums and waiting for a response. I’m sure I will have some more questions, but I’m convinced that your product will do what we need.

Stew B.

“impressed you actually took the time to help”

I also wanted to take an extra minute to thank you again for taking the time to walk me through the issue I was having over the phone. It seems like most companies anymore are not willing to take the time to speak to someone and solve a problem. They would rather pass you off to someone in another country that really doesn’t care. I was very impressed you actually took the time to help.

Brad H.

“we don’t have that luxury with other software vendors”

Thanks for all your help Joe—we truly appreciate your prompt responses. We don’t have that luxury with a lot of the other software vendors we deal with.

Adam S.

“having a reliable support team is best”

Can you transmit my best regards to Chris Ryland, who for 15 years, has provided reliable support (along with the entire team [at] Em Software) in our use of Xtags?

I am proud to have bet on your soft and especially your support, and although my testimony is never published (probably because of my bad English) I regularly recommend to other newspaper publishers in France to trust your team really reliable. Make a soft performance is good, having a reliable support team is best.

Pierre A.

“your customer service is, hands down, the best I have ever experienced”

My company has been using InData for 4 years and I’ve been very impressed. The software does what is expected and anytime we’ve had a question/concern it has been addressed. Your customer service is, hands down, the best I have ever experienced in the software industry. It is a pleasure to work with you and your software. Thanks.

Feel free to publish part of this email but please keep our company name anonymous. We want to avoid giving too much info to the competition. 😉

JP Fulton

“You’re a hero! It worked!”

Oh my gawd! You’re a hero! It worked! I have two hours to finish this 300 page catalog! You saved me! Thank you so much!


You can’t imagine how miserable my life was before your program came along. Thanks for the prompt support!

Matt R.

“Em is absolutely fantastic in its support and customer care”

I don’t know how much to thank you? This is of a great help and relief to us, as we’re going to press on Friday! Em Software is always being absolutely fantastic in its support and customer care.

Suleyman Twana

“minimize the amount of manual labor required”

I wanted to take a moment to express my gratitude for your time, expertise, and support in helping us automate & audit our price sheet documents. You were very timely and gracious with your responses; as well as extremely helpful in guiding me. Without that support, we would have continued to struggle with this project with no end in sight.

This project was very important to our company to minimize the amount of manual labor required to update our price sheets; and to be able to audit that what we produce is as close to 100% accurate as possible.

Please give my best to Joe as well, for his support also. Thanks again!

Bob Romano, Web Applications Manager, Taco, Inc.

“has already saved us the cost of the software many times over”

I bought InData for my company two years ago. It has already saved us the cost of the software many times over in the working hours spent completing projects. Our last full company directory took 4 months to complete using a well-known word processing product. This year I am at a draft stage after just a working week on the project.

But I really wanted to thank and commend you on your support. On a number of occasions I have looked for help sorting out a prototype. Your response has always been quick, efficient and comprehensive. I was particularly grateful for the recent assistance I received on what for me was a tricky/complicated issue, which was sorted through a short number of email exchanges with your excellent support department. Thanks so much.

Nick Clarke, Diocesan Communications Director, St Edmundsbury & Ipswich

“do you have any products to give me more hours in a day?”

Thank you for directly answering my questions. Many companies today don’t seems to take the time to do that anymore? I hope to get everything together soon… Do you have any products to give me more hours in a day?

Don M.

“I have to say I’m really impressed with the software”

I have to say I’m really impressed with the software [InData] and the service. I had some help initially with another product from a guy [R F] whom you might be aware of and now I’m trying to roll out as many products as possible so we should be buying more licenses in the future. Having such great support as well makes all the difference.

Paddy O.

“support is on par with the products’ quality”

First, I want to say that your products [InData, InCatalog] are really awesome. 🙂

And now I discover that the support/bug correction is on par with the products’ quality. Thanks for your work.

Vincent P.

“you’re the master”

You’re the master. … I’m amazed how you can keep all this information in your head. Of all the support people I have ever asked for help, you are the BEST (and I do this a lot).

Marianne W.

“I was really astonished by the quality of your support”

Some months ago I was in touch with Chris about a problem in my old version of Xtags. I wanna say I really appreciate your efficient and friendly support, and such a surprise, with the creator of the software (Chris himself).

We are very old users (more than 10 years…maybe 15) and I was really astonished by the quality of your support about an old product: quick answers, no problem with an old version etc… It was really a pleasure to see we have found a reliable partner over the ocean (we are in France).

Pierre Augereau

“now I see what they were talking about”

Wow, that’s awesome. […]

You posted raving reviews of your customer service on your website, but I didn’t really pay attention to them… now I see what they were talking about.

Thanks so much for your help. I finished this project this morning, and the combination of your great software and great support made it easy and fast.

David L.

“your customer service is most excellent”

p.s. I just want to let you know that your customer service is most excellent. I have never had an issue that was not solved in the most professional manner. Kudos!

Andrew H.

“I have to tell you that it never gets old”

As you know, we’ve been working with Em Software for many years now, and have implemented InCatalog, InData, and InFlow in a wide range catalog and retail advertising environments.

We’re currently in the prototyping stage of an ad planning/ad production integration project with a national retail-advertising customer that involves a component of automated data linking and page building.

Creative use of a combination of InCatalog and Adobe’s XML tagging functions provided us with the technical components required to bridge the planning/data, and creative/layout domains, and provide overall functionality that is most often associated with and expected from expensive enterprise systems.

For our prototype, we designed an export schema from a legacy ad planning system, and merged this export with marketing content from another source, and image references from yet another repository, with an online tool we designed for the project. From a test export of an actual ad event, we built a 150-page indexed InDesign document with 700+ fully populated, fully formatted, ready-to-use product groups, including regional versioning output, in less than half an hour.

Sure, this kind of thing is a day at the office for you, and for us, but I have to tell you that it NEVER gets old seeing the faces of those who typically spend weeks and months searching, gathering, re-keystroking, and tracking all of the content that is now automated directly to the page for them, upon seeing it for the first time. It drops jaws every time!

We just wanted to share this with you, and thank you for the great work, and support back at Em Software. We’re glad to be your consulting/integration partner, and look forward to many more of these experiences in the future.

Jeff Kazanow, Partner, Onus LLC

“a final merge of product particulars with Xcatalog is an enormous boon”

Enclosed is a copy of our 2006 catalogue. […]

We do all initial page layout with Xtags, including picture placement. Once we have the book more or less the way we want it, we hand it over to our design partner for final composition. They do things like adjust spacing, resize pictures, balance pages, and compose and place the vignettes used as filler on some pages. In the week before we go to press, we do a final merge (using Xcatalog tags) of prices, packaging, descriptions, minimum order quantities, etc.

We’ve been very happy with both products. Xtags for Quark is very fast, and I can produce a PDF section proof of 30-40 pages in about a half-hour. That proof, though missing some fine tuning and page vignettes, is a very close facsimile of what the book will look like. The ability to generate representative proofs so quickly means that we can focus on product selection and arrangement rather than on typesetting details.

The ability to do a final merge of product particulars with Xcatalog is an enormous boon. The process has worked flawlessly and it eliminates that nervous last-minute proof-checking that always seems to accompany manual changes. We haven’t managed to reduce composition to a single click of a button, but this is a good start.

Thanks again for all your technical help when we were getting started. Part of the reason we decided to go with Xtags and InCatalog for InDesign is that we could leverage our knowledge of the Quark products and I knew we could count on you if we ran into difficulties.

Charlie R.

“your customer service and sales team are the best in the industry”

I’ve always been a true Em Software advocate… I really must add that your customer service and sales team are the best in the industry. I’ve always gotten prompt, helpful, friendly service. … You have a great team! Thanks again!

Kris R., (huge magazine publisher)

“thank you for all your support so far, it’s been fantastic”

But in general so far so good. I’ve used this on a mini catalogue (100 odd pages of semi free form design) and that will become a regular thing (bi monthly). But we aim to be using it on a 700 page catalogue with quite a sizable print run (and more licenses!). So in time I’ll be looking into the scripting of InCatalog too.

And can I just say thank you for all your support so far, it’s been fantastic.

Paul A.

“love this product”

Yep, and so far it’s plugging right along just fine. Love this product! Your support group all deserve HUGE bonuses this year. Tell your boss I said so. Really a treat working with folks who care about the product they “support”.

Hopefully you will never hear from me again.

Dean H.

“you are great and a very supportive company”

THANK YOU, Chris! You are great and a very supportive company with which to work. […] You really saved me! Again, thanks for your help.

Marilyn C.

“nobody gives better support”

Let me add that I deeply appreciate all the advice and insight that you and Chris share with us as soon as we ask. You provide support at an almost unparalleled level, and that adds tremendously to the value of the software itself.

I’ve been in the information technology field for more than 30 years, and nobody gives better support than Em.

—David Kijanka, Clark Security

“you solved 100% of my problem”

Thanks very much.

I want you to know that you provide the best tech support I have yet to come accross. And I’ve been at this since 1989.

You solved 100% of my problem, and in a reasonable time frame.

John H.

“I have never had this kind of response and help”

I would just like to forward my thanks for your speedy and efficient response to my request. I must also say that I have never had this kind of response and help from any other software company we have dealt with to date. We hope to do more business with yourself and your company in the future.

Andre O.

“it’s outstanding”

The problem has been resolved with C’s help. She’s very good. I really like the Xcatalog software, too. As I e-mailed C, it’s saved days of effort. Very nice application and easy to use (once the data is clean!). I do want to compliment you on customer service—it’s outstanding. Thank you very much!

Dorothy M.

“went above and beyond common support”

I don’t know where to begin with the thanks.

The information you sent on the ‘corrupt’ file and the solution to that problem helped in ways I cannot mention. With this solution, I have been able to import the Xtagged data with a new prototype and mass produce the pages for the project in a matter of minutes and that is exactly why we purchased your software.

Many thanks to everyone who helped and went above and beyond common support to this problem and others.

Robert P.

“appreciate the responsiveness”

I’d also like to take a moment to let you know how much I appreciate the responsiveness of the your company. It’s very refreshing to deal with someone(and the programmer even) who has enough concern about serving the customer’s needs to take time out of his busy day to address questions from even a potential customer. Very refreshing indeed. Hopefully, my company will be buying your software soon, as I’ve talked to several people who seem to be qenuinely impressed by power and flexibility it can give us.

David P.

“hats off to you and thanks for saving oooodles of my time”

Thank you so much!

I think you’ve given me great solutions to all my problems and I can’t thank you enough. You all have been very helpful and I can’t believe how quickly you got back to me! I believe you have covered everything!

This really says a lot for your company, and even though I always thought Xdata was a great product, I now think it comes from a great company and group of people.

Hats off to you and thanks for saving oooodles of my time by coming up with these solutions!

Anne McD.

“your promise of standing behind your products is very real”

As I’m getting to know Xdata better I’m beginning to appreciate what it can do for us and have no hesitation in recommending the package to colleagues. It is also great to know that your promise on your web site of standing behind your products is very real. Thanks again.

Judith L.

quick notes

I still love Xtags, it’s a great tool! —Will L.

I am very impressed by the competent, quick and thorough support from you. —Anjo Krank

Your guys’ support and response time are truly appreciated. Thanks so much. —Bob A.

We have been using Xdata/Xcatalog for a couple of years now and never have any serious problems. Fantastic products. Have a great night and thanks for the incredible tech support. —Jason S.

Woo-hoo! [Xcatalog] appears to work perfectly. I’ll let you know if anything else shows up. Wish all our software suppliers were as responsive and competent! —Roy O’R.

By the way, this plugin [InCatalog] is saving me tons of time. About 2-3 weeks of time every time we want to put out a new catalog in the future. —Chris W.

I love Xdata! It has helped me on several big catalog or directory projects. —Jeff Jones

Yes thanks—will be purchasing this afternoon—excellent product! —Andrew P.

Anyway, we do want to keep integrating Xtags into our solution because we think it’s a good product and it brings a lot of value to our customers. —Josef K.-J.

I own your Xcatalog product and have been thoroughly delighted with it; I now want to purchase your Xdata extension to work on a different project. —Cherie K.

Love Xdata. Have used to convert two Filemaker data files to a QuarkXPress 600 page catalog. —Judy G.

Now I find that Em Software, a company I must admit I had forgotten for a number of years proves that there are still some people and organisations out there that will listen. You and ALAP help to make this profession worthwhile.

This is not bullsh*t. This is a genuine heartfelt response. I wish you all well and will keep an eye open for other products that we might need. —Richard G.

You and the Avatar folks are awesome! Thanks ever so. —Vicky N.

Our company couldn’t function without your software. —Bryan B.

On the whole, I think the Xtags and Xcatalog tools are great, as in quite powerful. —Jeff N.

Love the program [Xtags]. Have been using it for years. Well done and thank-you! —Simon P.

I purchased Xdata a year or so ago, and have been really happy using it for producing medium sized directories, importing specific fields from Excel. —Paul G.

Thanks again for your help. It is gratifying to work with someone dedicated to doing a good job. Your efforts are sincerely appreciated. —Jody W.

Thank you both for your immediate response, and I continue to be very impressed with Xtags’ power. —Patrick T.

By the way, I think Xtags is a great product. —Paul G.

Thank you. You have made my life a lot easier. I’ve got a client breathing down my neck wanting to see a proof yesterday and with [other company] dissolving I was a little nervous on how to solve this. —Danna B.

Once again, we’re printing our giant, annual Eating & Drinking Guide, and
we wouldn’t be able to do it so efficiently without your products. … Great product (I did a 3-month stint at [large record company] this year, and Xcatalog is used extensively there—a real life-saver for them), and I really appreciate the quick responses from you. —Shambo P.

Sorry if you got me wrong. I’m not put off at all. I still think you have a great product. And actually you have the best support I’ve seen in quite a while! —Patrick S.

Thanks, once again, to you and Coletta for your prompt, friendly, and thorough responses! —Daniel L.

I’m working with XCatalog Pro (Windows) latest version and I’m very satisfied. —Christian F.

And by the way your support for the product (from Coletta) has been exemplary. … Thanks again for your special handling of this—it is much appreciated. —David F.

Thank you for your help. You have a wonderful support staff and make a ps—great product. —Mike J.

And I promise to send you a copy of our College Guide book that will have all those tables and tables and tables done in the magnificent Xdata. —Jojo M.

I’ve been using XData since it’s inception—it’s a great product—keep up the good work. —Chet K.

First I would like to thank you and your peers for your support over the past two months. We have had great success with Xdata and will have continued success in the future. —Perry F.

Thanks again for your continued support. You guys have never let me down. Rene T.

We LOVE your program [Xdata]. Thank you for creating it. We design yearbooks and this has tremendously sped up our layout time. —Lesa B.

Thanks again—I hope this project goes through, because if your products are as good as your tech support, they rock! —Jeff W.

Thanks so much for your help on an issue that wasn’t your problem! —Ken L.

This works great! Thank you. My customer will be thrilled. … They already think Xdata is a great product. —David N.

Can’t thank you enough. You guys are so on the j.o.b. with help right there! —Neal D.

Your tech support and sales are tops! Very helpful and not just courteous—friendly! Great product too. —Oscar A.

Thank you very much for the quick response. It worked! Xdata has saved us a lot of hard work in the past. —Les S.

You guys are the bee’s knees. … Just seems like the right day to send you a big thanks for all you’ve done. … Not many companies are as responsive as yours. It’s a true pleasure to be a customer. Thanks again. —David Earls

Overall, the documentation and samples are excellent, and I am very impressed with the power of the product [Xdata]. Nice work. —Dennis C.

Your software [Xdata] has been literally the “glue” to this entire project and I would like to take this opportunity to thank you for producing such a fine product. —Chad N.

How delighted I was to get your two emails so quickly. I have a full weekend of work ahead of me; and assuming this solution works, you have saved my b*tt. … Although it has been a couple of years since last using Xdata, I have recommended it to a number of my clients. Now my faith in you guys is higher than ever. —Andy K.

Thanks, as always, for your thorough and timely support. —Len F.

Boy, talk about great customer service/tech support! Thank you. —Gary S.

Just a note to say I really love Xdata—it’s been a real time-saver for me. Keep going! —John O’M.

Many, many thanks, Chris. As before, these products are real life savers for us. —Shambo P.

On the other hand we got your answer. Congratulation for your quick and helpful service! Even on Saturday! —Suzanne E.

Thanks for your response. I got two responses from tech support via email in
just a couple hours. You guys must really be good! Thanks. When will Xcatalog Pro be released? Can’t wait. We use Xdata extensively. Great product. —Fred U.

That was it, thanks a lot. FYI [customer] is regularly using Xdata to publish [wine magazine] and [cigar magazine] and are very happy with it. —Graham Y.

Thank you very much for your support, I’ll wait for upgrades. Xdata still reamains the brightest jewel in my Xtension folder. —Alex Del G.

First I want to say I love your product. I am ridiculously excited and happy! I have sweated for hours over Applescripts to format text in Quark, and you have solved my problems! —Emma Glaisher

Let me say that we are very pleased with your product. We will simply buy more licenses next week. —Joerg B.

And it all works beautifully! Thanks very much for your support. —Sherm S.

I know I’ve been a royal pain in the rear, but I wanted to say thanks for the support that you have given. Big thanks to Coletta, Dave and Ron. This is my first project and I sorely needed the help. —Andy S.

I want to thank you for your quick and acurate responses that helped us out. —Manos S.

You guys are super…Best service I’ve ever received. —Amy L.

Chris, you’re brilliant! … Your record of wins is still unbroken. Many thanks. —Neal D.

Thanks and compliments to you and your staff for prompt and worthy assistance. It is a pleasure dealing with your company. … Thanks again for remarkable support. —Marc R.

I couldn’t live without it. In fact, we wouldn’t upgrade our umpteen copies of Quark until Xtags was available (and I told Quark so). —Craig H.

WE LOVE YOUR PROGRAM [Xdata]. Thanks for your help! —Jane H.

I really appreciate your help and your product which has improved workflow tremendously for our company. —Dee H.

PS—Your tech support has always been excellent. Nice to know that an excellent product is backed up with excellent tech support. Thanks, again. —Rafael B.

BTW, you all are great! (Although I am a support provider myself, I have encountered (much too often) less than satisfactory support from other various vendors, etc.) —Jim H.

I just wanna thank you for a fast and precise answer. It was exactly the solution I was looking for. You’ve got an excellent product and what’s more, you’ve apparently got an excellent support for it too. —Martin W.

Thanks for all your effort and jet response. —Eviatar K.

Thanks for the super-prompt support. Just want you to know that I appreciate your style of doing business. I wish everyone was so accommodating! —Irv G.

First, thanks for a great software product [Xdata]. It continues to deliver issue after directory issue. —Doug D.

The fact is, your products are saving our [large music] company unbelievable amounts of time and money every day, and I’ve been delighted with your response to the feature requests we’ve made to-date. —Oliver L.

Well, my company has finally purchased your software, and I must say that I’m quite impressed. —David P.

I will! And again, thank you so much! Did I tell you Xdata is my ultimate resource for, well everything? —Anders B.

On support you have no rival! —Alex N.

One of the best product-introduction manuals I’ve had the pleasure of using. Looks like Xtags will do everything we need. Once I learn it, there seem to be other applications we can use that we didn’t even consider. Jessica F.

Thanks again for your response—can’t do without Xtags! John P.

THANK YOU SO MUCH! Your solution worked great. You guys ROCK! —Reid H.

I’ve used this extension [Xdata] and had a lot of success with it. It’s a little difficult to learn but it works with many different data bases and was perfect for creating the phone directory I had to do. Sharon C.

Your Xcatalog has helped us alot with our ROP department. —Jordan L.

I have downloaded Xdata. It works exactly as I hoped. I just want to tell that I found excellent the service your company has provided. —Dario Z.

I must say that despite the delay, you have been an excellent representative for Em Software; you have been most courteous and very professional and I appreciate the time and effort you spared to keep me informed of what was happening. Sadly, here in the UK it is rare that we find such service. … I look forward to my next purchase! —Justin


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