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15 Ratings
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Score 8.8 out of 101
12 Ratings
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Score 8.1 out of 101

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Likelihood to Recommend

Agiloft Flexible Service Desk Suite

Agiloft is most suited to meeting the needs of an organization that requires rapid and frequent process changes for critical processes, and values empowering the people who do the job to determine how best to automate it - essentially rapidly growing, democratic organization.It's hard to imagine an inappropriate scenario to use Agiloft, but one that comes to mind is organzations requiring a complete, finished, highly structured solution that they do not want to change over time. Agiloft is designed with the expectation that clients will adapt it to their needs so many functions are left undone, rather than throwing a "kitchen sink" at the customer and letting them choose what they need.The best way to work with Agiloft is to take the training class, then have a small success with a small team, involving the employees and first level management in the deployment. They'll tell everyone else how much they like it. This reduces the possibility of slow development cycles and an undue dependence on outside expertise, while maximizing the return on Agiloft's investment in easy customizability.
Eric Novikoff profile photo

bpm'online

Very customizeable. I might suggest that you have a developer on staff to help with set up. This would have made things much easier
No photo available

Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.6
bpm'online
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
bpm'online
Service restoration
Agiloft Flexible Service Desk Suite
10.0
bpm'online
Self-service tools
Agiloft Flexible Service Desk Suite
9.6
bpm'online
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
bpm'online
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.2
bpm'online

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
bpm'online
Configuration mangement
Agiloft Flexible Service Desk Suite
8.8
bpm'online
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.6
bpm'online

Change management

Agiloft Flexible Service Desk Suite
9.8
bpm'online
Change requests repository
Agiloft Flexible Service Desk Suite
9.6
bpm'online
Service-level management
Agiloft Flexible Service Desk Suite
10.0
bpm'online

Sales Force Automation

Agiloft Flexible Service Desk Suite
bpm'online
9.1
Customer data management / contact management
Agiloft Flexible Service Desk Suite
bpm'online
9.1
Workflow management
Agiloft Flexible Service Desk Suite
bpm'online
9.0
Opportunity management
Agiloft Flexible Service Desk Suite
bpm'online
9.1
Integration with email client (e.g., Outlook or Gmail)
Agiloft Flexible Service Desk Suite
bpm'online
9.1
Contract management
Agiloft Flexible Service Desk Suite
bpm'online
9.3
Quote & order management
Agiloft Flexible Service Desk Suite
bpm'online
9.3
Interaction tracking
Agiloft Flexible Service Desk Suite
bpm'online
9.0
Channel / partner relationship management
Agiloft Flexible Service Desk Suite
bpm'online
8.8

Customer Service & Support

Agiloft Flexible Service Desk Suite
bpm'online
9.1
Case management
Agiloft Flexible Service Desk Suite
bpm'online
9.1
Call center management
Agiloft Flexible Service Desk Suite
bpm'online
9.1
Help desk management
Agiloft Flexible Service Desk Suite
bpm'online
9.1

Marketing Automation

Agiloft Flexible Service Desk Suite
bpm'online
7.5
Lead management
Agiloft Flexible Service Desk Suite
bpm'online
7.6
Email marketing
Agiloft Flexible Service Desk Suite
bpm'online
7.4

CRM Project Management

Agiloft Flexible Service Desk Suite
bpm'online
9.0
Task management
Agiloft Flexible Service Desk Suite
bpm'online
8.6
Billing and invoicing management
Agiloft Flexible Service Desk Suite
bpm'online
9.1
Reporting
Agiloft Flexible Service Desk Suite
bpm'online
9.3

CRM Reporting & Analytics

Agiloft Flexible Service Desk Suite
bpm'online
9.0
Forecasting
Agiloft Flexible Service Desk Suite
bpm'online
8.9
Pipeline visualization
Agiloft Flexible Service Desk Suite
bpm'online
8.9
Customizable reports
Agiloft Flexible Service Desk Suite
bpm'online
9.3

Customization

Agiloft Flexible Service Desk Suite
bpm'online
9.3
Custom fields
Agiloft Flexible Service Desk Suite
bpm'online
9.4
Custom objects
Agiloft Flexible Service Desk Suite
bpm'online
9.0
Scripting environment
Agiloft Flexible Service Desk Suite
bpm'online
9.1
API for custom integration
Agiloft Flexible Service Desk Suite
bpm'online
9.6

Security

Agiloft Flexible Service Desk Suite
bpm'online
9.5
Single sign-on capability
Agiloft Flexible Service Desk Suite
bpm'online
9.6
Role-based user permissions
Agiloft Flexible Service Desk Suite
bpm'online
9.4

Social CRM

Agiloft Flexible Service Desk Suite
bpm'online
9.2
Social data
Agiloft Flexible Service Desk Suite
bpm'online
9.3
Social engagement
Agiloft Flexible Service Desk Suite
bpm'online
9.1

Integrations with 3rd-party Software

Agiloft Flexible Service Desk Suite
bpm'online
7.4
Marketing automation
Agiloft Flexible Service Desk Suite
bpm'online
7.4

Platform

Agiloft Flexible Service Desk Suite
bpm'online
9.1
Mobile access
Agiloft Flexible Service Desk Suite
bpm'online
9.1

Pros

  • Keeps track of agenda items
  • Keeps track of hours spent on projects by contributor
  • Keeps a record of solutions
Matt Gibson profile photo
  • Customer service is stellar. Especially our current support specialist, Daniel. He is quick to respond, willing to help, and always accomplishes what he says he will.
  • The UI is very aesthetically pleasing, and overall very intuitive. The customizeabilty of the system is undeniable.
  • They are continually taking suggestions and working to make improvements. Each release has new features that are interesting to us.
No photo available

Cons

  • I find it hard to customize the menus and some of the logic flow. However, Agiloft has always helped us out and at a very affordable cost to us.
  • The cost per user after the first 3 is somewhat costly.
Matt Gibson profile photo
  • More videos explaining some features
Pedro Campos profile photo

Likelihood to Renew

Agiloft Flexible Service Desk Suite8.9
Based on 9 answers
You never know what the future may bring, but a of now we are eagerly developing our strategic model in collaboration with Agiloft and hope to implement their ITIL model in the near future.
Robert Kaplan profile photo
No score
No answers yet
No answers on this topic

Usability

Agiloft Flexible Service Desk Suite7.3
Based on 2 answers
For the most part, it is an easy and intuitive system to use. There are many small things that could be improved to make the system work even easier. However, overall it is very easy to use if you have a good grasp on computer programs and using them to build things. I do not have any computer science or programming background, and I am able to use this system with few problems.
Elizabeth Lepisto profile photo
No score
No answers yet
No answers on this topic

Support

Agiloft Flexible Service Desk Suite9.1
Based on 2 answers
We get excellent expert support whenever we need it, which is rarely because usually we can easily figure out what to do without needing help.
Max Henrion profile photo
No score
No answers yet
No answers on this topic

Alternatives Considered

We did user studies to compare Agiloft with several other vendors and our users preferred the features and usability of Agiloft.
No photo available
We can’t imagine our daily operation without bpm’online. We
highly recommend.
Elina Polonska profile photo

Return on Investment

  • Employee efficiency is much higher, as they aren't spending time on tasks that don't add value.
  • From a sales perspective, we have a much better view on what is in the pipeline, and what the likely conversion % is.
  • Overall, we are much more organized due to the tool, and I think mainly it is due to the increased visibility that is possible. Tracking processes, automating reminders, etc makes our operations department run much more effectively. We are looking forward to how much more we can get out of the tool in the future.
Michael Canino profile photo
  • Only positive impact
Elina Polonska profile photo

Pricing Details

Agiloft Flexible Service Desk Suite

General
Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required
Additional Pricing Details

bpm'online

General
Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No
$3,000*
1.  per installation
Additional Pricing Details
The perpetual license option for on-site deployment is available upon request for enterprise-level customers. The purchase of perpetual license requires a one-time payment and the renewal of support packages on a yearly basis. Please discuss this with your bpm’online account manager. The pricing of bpm’online sales is indicated for monthly use of the software (including technical maintenance and updates to new versions). The system is available for subscription in two deployment options – Cloud and On-site. The minimum annual purchase volume per customer is $3,000 spent for any bpm’online products or vertical solutions. Purchase of add-ons, connectors, as well as support or training services is not counted as part of the minimum purchase volume