As a customer running a supplier engagement campaign with Emitwise, it's important to understand how we support your suppliers throughout the process. This guide outlines our support mechanisms and clarifies when you should step in.
Emitwise's Support Channels
- Email Support
- Suppliers can reach our team at support@emitwise.com
- We aim to respond within 24-48 hours
- Supplier Academy
- A comprehensive knowledge base with articles on data collection, reporting, and platform use
- Accessible to all suppliers
- 1:1 Calls
- Available for complex issues
- Suppliers can book directly through our platform
- Live Chat
- Real-time support during business hours
- Available on the Emitwise platform
When Emitwise Supports vs. When You Should Step In
Emitwise handles:
- How to submit data
- How to use the Emitwise platform
- Data collection processes
- Data security questions
- Technical issues
You should handle:
- Why suppliers are being asked to participate
- How participation affects the supplier-buyer relationship
- Questions about your company's sustainability goals
- Concerns about the impact on business relationships
Communication Protocol
- If a supplier emails Emitwise with a "why" question, we may CC you to ensure they receive the most appropriate response.
- We keep you informed about supplier engagement progress through our dashboard.
Accessing Email Records
You can view which suppliers have received emails from Emitwise in the supplier dashboard. For specific email content, please contact Emitwise directly.
By clearly delineating responsibilities, we ensure that suppliers receive comprehensive support while maintaining your crucial relationship with them.