How has it helped my organization?
The communication aspects have greatly improved. Before it was a lot of just relying upon hallway conversations or picking up the phone, maybe sending out emails, and they may or may not get answered. Knowing that we have these workflows in place and that they are going through, and that our executive leaders have to take an action as well as our department managers and program leaders, that has been beneficial.
What is most valuable?
What has been valuable are the workflows that are there today in order to keep our executive staff informed as well as our program managers and department managers.
What needs improvement?
We have not migrated to 15.3. We are still on 14.4 and the look and the feel is a bit antiquated, but seeing some of the improvements that are in 15.3, it is catching up with the times.
The features, they are slowly rolling out. I like the collaboration aspects of what I am seeing with 15.3 to where your team can go in and have conversations that are captured versus going to some other field, clicking on a tab, and typing in your information there, then hoping others migrate to that area. It is improving.
What do I think about the stability of the solution?
We are in the SaaS environment. Within the SaaS environment (since CA is supporting it), it has been extremely stable and reliable.
What do I think about the scalability of the solution?
It is serving our needs today, but there is certainly a lot more that we can be utilizing. As an organization, we are in an infancy stage of implementation. So, I see over the next few years ramping up and improving how we can utilize the tool.
How is customer service and technical support?
They are extremely responsive. They can be very technical, whereas for my needs, I'd prefer if they scale down to layman's terms and explain things in other terms. We do work through the issues, and I know that they are well qualified and highly technical.
What other advice do I have?
I would probably rate it about an eight out of 10, because there is always room for improvement.
Most important criteria when selecting a vendor: It is more about the product and what it can provide for us as well as the professionalism of the organization and the staff. We rely quite heavily on their expertise and on their thoughts as well as their best practices.
Disclosure: IT Central Station contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.
Feb 06 2018