Our Commitment to Customer Care and User Adoption

At Conexis VMS, customer care and user adoption are not afterthoughts - they are foundational to how we build, implement, and support our Vendor Management System.

We know one truth about contingent workforce technology:

If users don’t like a system - if it’s too slow, too complicated, or too difficult to use - they won’t use it.

Low adoption leads to workarounds, rogue spend, poor compliance, and unrealized program value. High adoption, on the other hand, drives measurable business outcomes: faster time-to-fill, stronger supplier performance, improved visibility, and real cost savings.

Why Customer Care and Adoption Matter in a Vendor Management System

A Vendor Management System touches many stakeholders: hiring managers, suppliers, MSPs, HR, procurement, finance, and compliance teams. When even one group disengages, the entire program suffers.

Poor adoption directly impacts:

• User experience
• Program compliance
• Supplier engagement
• Spend visibility
• ROI and benefit realization

Exceptional customer care and intuitive system design eliminate friction and ensure your VMS becomes a system of record, not a system users try to avoid.

A Word from Our Co‑Founder

“

Instead of replicating legacy systems, we built our VMS platform from the ground up to meet the real needs of modern contingent workforce programs.  We’re solving the pain points that have held this industry back for too long - complexity, rigidity, and painfully slow rollouts. Our mission from day one was to make VMS technology faster, smarter, and more enjoyable to use.

We're incredibly proud that Conexis VMS continues to be recognized by industry leaders and respected industry analysts - not only for our advanced technology, but also for our customer experience, support model, and adoption.

These recognitions validate what our customers already know:

Modern technology only delivers value when paired with exceptional service and usability. 

John Clark, President & CEO, Conexis VMS

What Personal Attention Looks Like at Conexis VMS

Great customer care isn't just about responding fast, it's also about who's responding, and for how long.

Every Conexis VMS client is paired with a dedicated, senior-level implementation specialist, backed by an experienced program team for both implementation and ongoing management. And because our founders built their careers in contingent workforce management and staffing, they stay personally engaged and accessible to clients, not removed from the business once implementation starts.

We schedule regular touchpoints aligned to each client's needs, and post-go-live, every client moves through a structured hypercare period to make sure the system isn't just installed, it's fully adopted.

Our Support Commitment

Conexis VMS is supported 24/7, 365 days a year. Clients have access to dedicated Customer Care representatives through email, live chat, and, where needed, a toll-free phone line.

We hold ourselves to clear, measurable SLAs:

• 100% acknowledgment within one hour of receipt
• 80% resolution within three business hours of receipt

From our founders to our client support team, Conexis VMS employs some of the most experienced contingent workforce professionals in the world. That experience means we understand your challenges and can provide real solutions and guidance through our partnership.

How Conexis Delivers Exceptional Customer Care

Conexis VMS delivers exceptional customer care through senior-level attention, fast resolution, and a structured hypercare program.

Senior Management Engagement

Our founders built their careers in contingent workforce management and staffing, and they stay personally engaged and accessible to clients, not removed from the business once implementation starts. That's the tone they've set from day one: every client should feel like the most important one.

Dedicated Senior-Level Account Team

Every Conexis VMS client is paired with a dedicated senior-level implementation leader,  backed by an experienced program team for both implementation and ongoing support.

Fast Issue Resolution

We hold ourselves to clear, measurable SLAs - see "Our Support Commitment" above for the full detail.

AI Driven Proactive Issue Identification & Resolution

Conexis VMS utilizes multiple AI agents who are constantly monitoring user activeity, time sheets and invoicing to proactively issues before they happen. 

Multi-Channel, 24/7/365 Support

Reach our team by email, live chat, or phone (toll-free available on request), any day, any time. 

Nexi AI Multi-Language Support Agent

Nexi AI is our AI agent, built directly into the Conexis platform with advanced capabilities and learning functionality in over 50 languages. 

Continual Team Training

Our Customer Care team stays current on every feature and update, so you're never told to check with someone else.

Regular Feedback

We monitor satisfaction continuously, and use it to guide our product roadmap.

Continuous Platform Investment

We continue to invest in our platform - building new capabilities, enhancements and functionality - in order to provide new and modern features to our clients and deliver to our active roadmap of continuous development.

Ongoing Client Updates

We keep clients regularly informed with client newsletters and communication on all new software development, updates, and enhancements.

The Business Benefits of Exceptional Customer Care

Increased User Adoption

When users trust that help is available - and that the system works the way they expect - adoption accelerates. Higher adoption leads directly to higher program utilization and faster ROI.

Reduction in Rogue Spend

Poor support and clunky workflows push managers to bypass the system. Strong customer care and intuitive UX keep all contingent labor activity inside the VMS -  where it belongs.

Reduced Risk Exposure

With higher adoption, more activity happens inside the VMS instead of spreadsheets, side emails, or manual workarounds. Your program gains consistent compliance controls, accurate worker classification, and a reliable audit trail. Higher adoption means fewer manual gaps where compliance and security risks can slip through.

Faster Benefit Realization

High adoption unlocks the full promise of a VMS: risk reduction, compliance, visibility, supplier accountability, and measurable cost control.

Measuring VMS Customer Satisfaction: Net Promoter Score (NPS)

What is Net Promoter Score (NPS)?

One of the key measurements of customer satisfaction is Net Promoter Score (NPS). It is a globally recognized metric used to measure customer loyalty and satisfaction.

Customers are asked:

“On a scale of 0–10, how likely are you to recommend this product or service to a colleague?”

• Promoters: 9–10

• Passives: 7–8

• Detractors: 0–6

NPS is calculated by subtracting the percentage of detractors from the percentage of promoters.

Why NPS Matters When Choosing a VMS

In the VMS market, NPS is especially telling. A low score often signals:

• Poor user experience

• Slow system performance

• Inadequate customer support

• Limited innovation

High NPS, by contrast, reflects trust, adoption, and long‑term partnership value.

VMS Industry NPS Benchmarks

According to SIA’s 2025 Workforce Solutions Buyer Survey, the Average VMS Industry NPS is –28. Yes - that's negative 28, not positive 28. 

Why does Conexis VMS have an NPS of +71?

At Conexis, we understand that achieving a high Net Promoter Score (NPS) doesn't happen by chance.  Our unwavering commitment to providing a seamless user experience and top-notch customer care has earned us an impressive NPS score of 71 among our current users, surpassing the industry average.

1. We Deliver What We Promise: Exceeding Customer Expectations

This score reflects our dedication to exceeding customer expectations and continuously enhancing our services. It's the result of deliberate efforts to prioritize our customers' needs.

2. We Provide Exceptional Customer Support

Our Customer Care team holds itself to a high standard, setting the SLA it works toward every day. We hold ourselves to clear, measurable SLAs: 100% acknowledgment within one hour of receipt and 80% resolution within three business hours of receipt. 

3. We're Easy to Use

What also makes Conexis VMS different is the ease of use and speed at which interactions occur in our system. Frustration levels grow as speed deteriorates and functional complexity increases. Conexis is designed with the user in mind, to manage the entire contingent worker transaction with sophistication and ease of use.