We use the time sheet for reporting against tasks. We have a large user group that we keep track of all the time, and where people are spending it. From using the solution, benefits would include knowing what our people are up to, one, being able to post that to GL, we do use it as a sub-ledger. We also are starting more and more to use it for allocating resources, to make sure we understand what the availability of those resources are versus the work that we're asking them to perform.
Room for Improvement
Ease of use, the user experience has been our biggest obstacle to overcome. I've seen some of the things that they're coming out with next year, and I applaud all of those. It's been long overdue to get that type of user experience into place. I'm going to say user experience, not to sound like a broken record, scalability, we have a constantly growing, we probably grow organically 10% to 15% a year in our user base, so we've got to be able to scale. Stability and ease of support, I'm an application development manager, so we've got to be able to put in some changes, upgradability and things of that nature. All of that kind of comes together for my perspective, that's what I look for.
Use of Solution
That's going to be kind of multifaceted for us. We've used the product since the late '90s on ABT, went live with Niku in 2004, that became Clarity, and then CA bought out Niku, so we've come a long way over a long time.
We have a very stable environment. We had our first outage, unplanned outage, this year for the first time in six years, and it was not due to the product, it was due to a third part vendor did something they shouldn't have.
Very scalable. We have, like I said, over 12,000 users right now, and I feel no problem, given enough money and time, that would scale up to whatever. I've discussed with other users of the same product that use many more than that.
Customer Service and Technical Support
It's been mixed. We get some technical support folks that know exactly what the need is, and we've had some that I've had to escalate a number of times before we could get an issue fixed.
Initial set up, user adoption was a little rough in the beginning, especially with the technology at the time. It was new, we were coming from a homegrown, "I have exactly what I want", to trying to use out of the box technologies.
I would put it right at a 7 to an 8/10, because I like what it is. It provides all the solution you need, the only takeaway, or coming off that 10 mark, is the user experience and the user interface. Forward looking to what the application is going to become by the time you go live and what you're going to do with it, not necessarily looking back and talking to users of long past, like myself, we have had it for a long time, but I try and keep my fingers on the pulse of what's coming.