Planview Enterprise One Customer Service and Technical Support

Director, Office of Process and Project Management at Electronic Arts Inc.
I would rate technical support as a 10 out of 10. We have the benefit of being right down the street from Planview. That helps us quite a bit. We have had no shortage of people willing to help. It's been no secret that we did not start off in a good place, but they helped us. Together, we admitted our flaws and they admitted their flaws, then they helped us get back on track. We were about to quit because we were so frustrated. They came in and helped us. They did things for free that they probably weren't supposed to do. But, they came in and really tried to save us as a customer to understand what the problems were, what we were dealing with, and help us solve the issue, probably to their detriment financially. This was to make sure that we didn't leave and to help us tell the story. I think that signifies a pretty good company. View full review »
Sr PPM Systems Administrator at a financial services firm with 5,001-10,000 employees
The technical support is very good. I've never had an issue with them. They answer their tickets right away and always come back with a solution very quickly. View full review »
Project Manager at a software R&D company with 501-1,000 employees
I would rate the technical support just slightly below poor. We have found that for us to communicate with Planview technical support and open a ticket, we have to make a business case with a Microsoft PowerPoint presentation including screenshots, red circles, and arrows. We have to draw it out for them, then we make a video showing this is us and everything the way it should look. Then, we do this activity: Here's the outcome and the malfunction with the explanation. We have to remind them that we don't use allocations, that we're just using reservations. We go through this whole diatribe of putting almost a packet together. Then, two weeks later somebody calls us, and says, "Hey, we're looking into your ticket. Can you explain what's going on?" It's like, "I just spent all that time. Did you look at the video? Did you look at the PowerPoint?" "Well, not really." "Well, go back and look at it." Then it's, "Well, did you understand it?" "Well, I don't know. I can't reproduce it. Let me..." Then, the other day, we went through that same process. They called us up. and said, "Hey, we couldn't reproduce your problem, so we just went into your production version and updated your project for you." I don't ever want anybody from outside of my organization to touch one of my projects. So, I was pretty livid about that. In some ways, the solution is flexible. In other ways, it is not. It seems that the support that we get from Planview when we call them up over the phone is almost misleading at times. When we talk to people at Horizons that have had some of the same challenges, they found it very flexible because they knew about a thing to make Planview work the way they needed it to and we didn't get that assistance from Planview. The biggest benefit in being at Horizons isn't the support from Planview, as it is the support from the user community having been in the software. My wish is the company, Planview, steps up to be just as valuable as the use cases and user stories. View full review »
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Sr Program Manager at Fresenius Medical Care
So far, the support has been really good. We have a third-party through whom we submit most of our ticket issues. We got to sit down with the technical support face to face to sort of crafting what our solution would look like. I thought that part went really well. They seemed to have a really good understanding of what we are trying to accomplish and what our prior challenges were. So, I feel really confident that the solution they're proposing is going to meet the basic needs of where we need to go. View full review »
Enterprise Architect at Qualcomm Incorporated
On a scale of one to ten, I would rate the technical support an eight. It depends on the question that I asked because we do a lot of our own development on Planview, and sometimes it's in a gray area. At times it will need to be Professional Services, but in most cases, I will get my answers and technology questions answered. View full review »
R&D Project Management Coach at Johnsonville Sausage
The technical support has been pretty good. My technical team would be able to talk more to that than myself. Recently, we have gotten on a newer version. We're currently on version 15. Some of the things that we've been running into roadblocks on, it looks like the solutions will be coming out in versions 17 or 18. So, we have to upgrade before somethings can get completed, but I think for the most part, we've been happy with the support that we have been receiving from the help desk. View full review »
Sr Domain Specialist at a healthcare company with 10,001+ employees
We have used the technical support for a number of things, like reporting. We use our customer success team for any questions where don't know the answers or if we have a query. We do put in a ticket for that and they are pretty good with their response. I would rate them as a nine (out of 10) because they are pretty fast in their response. I would have rated them as 10, but we use the capability and technology management. That's where it's gone a little down in terms of the support. As far as Enterprise One and the PRM side goes, they are very good. View full review »
Sr Analyst at a financial services firm with 1,001-5,000 employees
We've used that technical support. We have faced some challenges with some of the enhancement requests that we might want information on and the process it takes to get some of those changes put in. The process has improved from when we first implemented it. We have noticed a difference. I am leaning towards rating the technical support a seven and a half to eight out of 10. I would expect that next year, I'll probably be able to rate them a 10. View full review »
PVA at Prime Therapeutics
The support is slow. I've heard that they're beefing up that side of the company. It just seems to be the same people who are slow. It's getting that first contact resolution to the customer after I submit a ticket. It's literally within two minutes that I get a response back that says, "Hey, we got that." Then, it may be a day or two after that before they will get back to me. It is just going back on their words. If you're going to say something, just do it. That's the way I was growing up: Finish it out. If it's going to be two days, just tell me it's going to be two days. But, if you're going to tell me that you're going to get back to me today or tomorrow, and you don't, that to me is a little shot in the foot. View full review »
Enterprise Portfolio Analyst at Wellmark
We do use the technical support. We always have a good experience. We have dedicated people who we can work with to submit tickets. The responses to tickets are always in a timely manner. View full review »
Manager, PM Tools at a logistics company with 10,001+ employees
We have used the professional services for the integrations. Their support is good except when the applications don't work. We have had several conversation, even at Horizons. It is really a process issue. View full review »
Sr PPM Service Manager at a pharma/biotech company with 10,001+ employees
Overall, the technical support has good people who are knowledgeable. They are a little overworked. At least, they have been in the past year. We need them to focus on somethings from time to time. You can tell that they're really focusing on many things. It has gotten better, but I think they could still use some relief. Karen Anderson has been a big help to us. View full review »
Manager of IT at Regions bank
When we put in tickets, they are responded to them as quickly as possible. There is improvement there on responding back to customers. On our side, we've got quite a bit of experience in tools and systems like this. Normally, when we are putting forth a ticket, we know that it needs to be escalated. There can be improvement on the sense of urgency because a lot of times we've exhausted everything that we can, and now, we're reaching out. So, it isn't a, "Well, have you tried to reboot this?" We've already done everything. Once we put in a ticket, there should be more of a sense of urgency on it. View full review »
Program Manager at Citizens Bank
To the degree that we've needed it, the solution has been very helpful. Part of the struggle that we've had over the past year has been a 100 percent turnover on our team. Everyone on the Planview admin team today has been in the job for less than two years. So, we don't have the depth and breadth of knowledge and experience as an admin on the tool that other companies have. We're still learning. We don't know what we don't know. It has been a struggle to make even simple changes because we have to go through statements of work to get the assistance that we need along with all of the legal hurdles and financial issues that those involve. View full review »
Report Architect/Developer at a insurance company with 5,001-10,000 employees
The technical support is among the best in the industry. They're very clear, very thorough and they get right to the heart of the problem. They're willing to work with you and help discover any issues that arise, as well as the implications. View full review »
Senior Engineer at Northwestern Mutual
We interact with technical support quite often, whether it's deployments, bugs, or errors that we run into. We work with them on a fairly regular basis, whether it's just typical deployments or if it's actual issues that we run into. Most of the time, it's on the Planview side, whether it is an outage or some performance issues. Occasionally, it's something that we introduced. View full review »
IT Project Director at UT MD Anderson
The technical support is pretty good. We have opened up many cases with Planview which get addressed in a timely fashion. It's when we want to get into integrations that the time response could be a bit quicker. View full review »
Associate Director, PPM Governance & Operations at a pharma/biotech company with 10,001+ employees
There are people on my team in my organization who work with the technical team. I do not usually work with the technical team. They are happy with the support that Planview provides. View full review »
Associate at BlackRock, Inc.
I have used the technical support more on the consulting side of things. There have been no issues there. Everything has been pretty straightforward. View full review »
Sr IT Consultant at a university with 10,001+ employees
We are not very happy with the customer service. This is one of our main pain points. It doesn't cover the entirety of customer service, as there are reps who are really great and we've had good experiences. Many times, we've had people give us attitude, delays in response, or just a lack of interest. This got to the point where if there was a problem, we would rather try to solve it ourselves than call customer support. We did have a call with a manager or director from customer service. He will be looking into these issues. View full review »
Manager, Project Governance at Clorox
I would rate Planview technical support as a seven out of 10. When we first deployed, there were some issues. We never got to the root cause of why they happened. Since we didn't have any history with it, we weren't quite sure if this was a standard operating procedure or it truly was a glitch. View full review »
Vamsi KiranPasala
Specialist Project Solutions at Flowserve Corporation
Technical support is awesome. I personally know Natalia. I have been interacting with her for my last couple of calls. Whenever we have support, we raise the last developmental request, and they are very good. They're very helpful all the time. View full review »
Senior Project Analyst at Otpp
I am a user, so I don't have to contact technical support. View full review »
Director IT at a insurance company with 10,001+ employees
We're not live yet, so I can't speak to post go-live technical support. View full review »
PPM Services Manager at Roche Diabetes Care
The customer support center is really valuable. I have had a lot of email discussions and talks with them. We have found several solutions. Sometimes, it ends in an enhancement request. View full review »
Analyst at Blue Shield of California
Whenever we have issues, there is always someone ready to help us. Their people are knowledgeable and responsive. They get to tickets quickly. Just three or four weeks ago, we were having issues with getting data into Planview. We submitted a ticket and the turnaround was probably 45 minutes to get a response. A lot of our internal training came from Planview support. They were Planview videos from Planview. View full review »
Sr Information Technology Supervisor at Solar Turbines
The support is good. There are some good people there. My frustration is that there is so much turnover at Planview. Every time we have had an issue, particularly on the sales side, you're talking to a new set of people. The technical people are very competent, but there is so much turnover in the people that we talk to, and that's frustrating. They will say, "We can make this work." Suddenly, that guy has left, and we have no one. Then, we have to start all over. View full review »
Find out what your peers are saying about Planview, Microsoft, Broadcom and others in Project Portfolio Management. Updated: March 2020.
408,459 professionals have used our research since 2012.