What users are saying about
15 Ratings
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Score 9.1 out of 101
13 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 8.5 out of 101

Likelihood to Recommend

Agiloft Flexible Service Desk Suite

Agiloft is a fully GUI based system that requires very little or no coding. That allows for a very quick deployment of a new install and for adding new features. Therefore, it works great for companies that don't want to write a new system from the ground up.
Don Ruxton profile photo

bpm'online

  • Data segmentation
  • Increase in productivity
  • Better understanding of customer behavior
Pedro Campos profile photo

Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.5
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
9.7
bpm'online
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
bpm'online
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
7.8
bpm'online

ITSM asset management

Agiloft Flexible Service Desk Suite
9.1
bpm'online
Configuration mangement
Agiloft Flexible Service Desk Suite
8.5
bpm'online
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.7
bpm'online

Change management

Agiloft Flexible Service Desk Suite
9.9
bpm'online
Change requests repository
Agiloft Flexible Service Desk Suite
9.7
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
7.7
Lead management
Agiloft Flexible Service Desk Suite
bpm'online
7.8
Email marketing
Agiloft Flexible Service Desk Suite
bpm'online
7.6

CRM Project Management

Agiloft Flexible Service Desk Suite
bpm'online
9.0
Task management
Agiloft Flexible Service Desk Suite
bpm'online
8.7
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
9.2
Custom fields
Agiloft Flexible Service Desk Suite
bpm'online
9.4
Custom objects
Agiloft Flexible Service Desk Suite
bpm'online
8.9
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
9.3

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
7.6
Marketing automation
Agiloft Flexible Service Desk Suite
bpm'online
7.6

Platform

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

Pros

Agiloft Flexible Service Desk Suite

  • Fully GUI based interface that has drastically reduced the time to add new features/workflows.
  • The product was very easy to deploy and add features like Single-Sign On and user provisioning from our internal DataWarehouse. Again, vendor support was a big help while implementing those features.
  • The workflows include a very comprehensive rule-based system that can trigger various actions like escalations, emails, changes of request state and more. All without any coding. Again, fully GUI based.
Don Ruxton profile photo

bpm'online

  • A generous selection of Accounting Connectors, Add-ons and Software Solutions.
  • We have not had to go outside of the bpm’online software in search of such applications.
Elina Polonska profile photo

Cons

Agiloft Flexible Service Desk Suite

  • The documentation was a little dated, but they have recently updated the online help and now it is in line with the current version features.
Don Ruxton profile photo

bpm'online

  • The time needed to sift through our company processes. It was an intensive, organization project to undertake before we could even think about implementation.
Elina Polonska profile photo

Likelihood to Renew

Agiloft Flexible Service Desk Suite

Agiloft Flexible Service Desk Suite 8.9
Based on 9 answers
We're comfortable and happy with our purchase of Agiloft. Our end users have been happy with the tool, and appreciate the time savings and efficiency it has gave them. Agiloft also appears to actually care about you being a customer, which makes a difference to me.
Michael Canino profile photo

bpm'online

No score
No answers yet
No answers on this topic

Usability

Agiloft Flexible Service Desk Suite

Agiloft Flexible Service Desk Suite 7.3
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

bpm'online

No score
No answers yet
No answers on this topic

Support

Agiloft Flexible Service Desk Suite

Agiloft Flexible Service Desk Suite 9.1
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

bpm'online

No score
No answers yet
No answers on this topic

Alternatives Considered

Agiloft Flexible Service Desk Suite

We selected Agiloft as their product had the most features and required the least programming to implement and add new features.
Don Ruxton profile photo

bpm'online

Salesforce. Their package is much more expensive.
Pedro Campos profile photo

Return on Investment

Agiloft Flexible Service Desk Suite

  • We have been able to reduce the time to resolve service related issues drastically. We also use our system for account requests, assets management, software requests and handling confidential issues with added security and that table.
Don Ruxton profile photo

bpm'online

  • 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

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