Great update! I hear their ESS SMG Software does wonders. Hopefully you are able to feel the differences as time goes by.
I have heard mixed things about ESS and customer service, so you're definitely not the only one. I have personally tried contacting them directly to ask questions and inquire about their services, only to not get any responses many times. Chances are they were probably incredibly busy and looked over my messages since they do cater to a very large client base.