Agiloft

PROS & CONS

What are the best aspects of this product?

Scalable and flexible program, that's true. I often wonder if there is something it can't do, I guess not. Believe it or not, it excludes thinking-everything is there, served to you, and you only take what you need. The system grows as you grow, following every new process you've implemented, and adapting to every new user. Of course, you're not supposed to do custom coding, which is why both development and deploying happen much faster. The alert feature is their best idea, now users can notice missing choices and dysfunctional items in seconds, and they get their answers fast.

What aspects are problematic or could work better?

Technical cons are rare in this system, unless you're really nitpicky, or you want something really specific. What I dislike the most is their messy interface and the pop ups that sometimes stop me from locating a record in a timely manner. Otherwise it's fine.

What specific problems in your company were solved by this product?

By definition, we purchased Agilsoft to complete the vertical integration of our network assets and the regulatory data compliance. In reality, we use it for many more activities, documentation, performance metrics, and other processes that help us achieve a high network-availability policy

Are you a current user of this product?

Yes

PROS & CONS

What are the best aspects of this product?

The second name of Agiloft is streamlined operations, it is simply the most flexible tool we've ever used. At the beginning, we were only looking for a help desk that will improve communication with our customers, but it turned out that we got ourselves a treasure coffin. Day by day, Agiloft pushed its way in every department, and became irreplaceable for all communication facets even within the organization. The main benefit we experienced was having customer information displayed to everbody's attention, and we used cross referencing to integrate Agiloft with our other systems, and to track performance from all possible aspects.

What aspects are problematic or could work better?

The UI is not that perfect, if you ask me.Certain parts look really outdated, and searching and replacing items can confuse even the most careful user. Once they simplify the process, and exclude at least few of those annoying pop ups, the program will become perfect.

What specific problems in your company were solved by this product?

Providing outstanding service to our customers, and tracking their needs. Using Agiloft, we can 'sense' what a customer wants, and we notify our teams right away. Needless to say, customer demands are recorded in a special base where on can do history tracking. From the in-house perspective, Agiloft was used to welcome and cross-train recent employees which resulted in tremendous time savings.

Are you a current user of this product?

Yes

PROS & CONS

What are the best aspects of this product?

This is the first CRM that had all moduls we needed from the beginning, in all other cases we were supposed to pay additional feeds to integrate a new module. Working in the program is too simple, you just locate the feature that you want to use, you modify it to satisfy your needs, and your work is done. Our favorite feature is how Agiloft supports the development of our business, because it improves its functionality on every step we take.

What aspects are problematic or could work better?

Flexibility is obviously very good, but too overwhelming for my taste. I don’t even need it, and I'm still committed to follow online trainings that last an entire week and tackle details I don’t want to know. They should run the course offline, or give materials maybe, this way I just can't handle following the tempo of their improvements.

What specific problems in your company were solved by this product?

To automate our workflow completely, that's it. No manual input, no paperwork, just perfect. All involved users are on board, all relevant materials are in a centralized database (which can be accessed at any time). What other ways of becoming more efficient can you think of?

Are you a current user of this product?

Yes

PROS & CONS

What are the best aspects of this product?

Agiloft is all about connection-connecting us with customer support, and connecting customers with us. Developed by a creative and honest team, Agiloft has been nothing but helpful to us, quite realistic with time frames and budget demands from the very beginning. They even did a specific demo for us, and I was impressed by the features it contained. The first thing I liked was the easiness of creating new contacts, and then the insight on the support team and all they can do for us. We tried with few questions, and it turned out true. We implemented it in a very organized and professional way, and I don't understand why some users say that it is impossible to set it up alone.

What aspects are problematic or could work better?

My experience is amazing, I didn't have problems with any aspect of this software. We used all of the resources, and we improved our performance. It can work with any form, and edit everything, that I know for sure.

What specific problems in your company were solved by this product?

Many positive effects and benefits, such as easy access to forms and contracts, and managing contacts. I am very glad tat Agiloft is not like other help desks, and it works even for non-tech organizaitons. A customer support team like theirs is hard to find, so I am a fan, probably the biggest one they have!

Are you a current user of this product?

Yes

PROS & CONS

What are the best aspects of this product?

Agiloft admins as myslef are lucky people, because they have an amazing control panel to edit features as they want. We are much more independent from customer support, in the sense that we solve problems internally, involving only consultants or some light engineering. My personal favorite are permissions becuase I am the one in charge of deciding who is going to see what in the database. The permissions brak down to user level, and that helps me stay organized.

What aspects are problematic or could work better?

Data changes can go out of control, but that's not that bad because you can easily recover data you've lost. The problem happens while you're actually changing something, the process is really slow.

What specific problems in your company were solved by this product?

Our specific problem of 'Where the hell is my request' is now solved, and we now who should be held accountable for each department. Both managers and requesters know the status and location of their requests, meaning that approval and solving happens much faster than before. The Help Desk, on the other hand, is useful fo help issues, and it tracks them to enable my department to provide client support. Working with it is easy and streamlined, and doesn't require doing tones of paperwork on every step. Another department that asked me to give special thanks was the IT one, they really like solving cases with Agiloft.

Are you a current user of this product?

Yes