Agiloft Flexible Service Desk Suite vs. Integrify

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.

If you know workflow programs, and if you are tech-savvy, then this program will help you with nearly everything. If you need a workflow made better or just need one period, then this will help. You can use it for nearly anything where there is a process. Unfortunately, in any of these scenarios, if you are not tech-savvy, then you do not want to use this program. It will be frustrating. Same can be said if you are handing the program off to someone. It can be too complex for some people. That said, if they are willing to learn the program, then you may be OK. But ultimately, you will lose time and effort. For us, Integrify was used in Admissions - the workflow had to be very specific, and was very complex when it came to the re-enrollment process; however, I would not have suggested it to HR. While it could have helped them, it would have resulted in many hours lost because of the complexity of the program if I were to have left. I'm not saying I was the be-all, end-all for it in HR! I am saying that they had never worked with a workflow program before, and it was going to cost her more time than she could spare.

Incentivized

• 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.

• Easy to develop an intake form.
• Workflow diagram is simple to follow and make adjustments to.
• Dashboard is helpful in identifying bottlenecks in the process.

Incentivized

• With flexibility comes complexity, so we have needed to use consulting time to implement some of our needs. The learning curve can be steep, but the product can accommodate nearly any scenario.
• At one point we seemed to have some performance issues, but those seem to be in the past.
• The text messaging integration would be nice.

• It's complicated. No, really. When you log in, you won't know much about what you're doing and you may only get about 10% of what the program is capable of. This is not a good thing as some will just give up before delving further into the program. If it is too complicated at the outset for someone who doesn't understand forms or how these kinds of programs work, you will not gain new clients unless you are there the moment they create an account. You can have someone reach out, but - in my experience - the decision to continue with a program or write it off is in the first ten minutes.
• When I first looked at it, printing larger flows was an issue. They have since addressed this, so the point of mentioning this is that (while they eventually looked back at the bigger picture) looking at large and small views would have been helpful.
• The people I consulted had issues with Javascript. There were ways to get around it, but these people did not have the time to spend on that and asked me to find another solution.

Incentivized

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.

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.

We often hear back very quickly with answers to our questions. They also support their answers at times with screenshots and videos to help further explain their advice and suggestions. The only reason it isn't a 10 is because sometimes using only the online support system, sometimes things aren't communicated as well as they would be over the phone. However, we know if there is a major issue going on, we can call Agiloft for support.

Most of the other CRM software packages we evaluated were either too complicated or time
consuming to setup and customize, or they were too expensive, especially since many
of the companies charge additional fees for each additional module or function
you want to use.

I think Integrify was a good product for its cost. The only thing it really lacked was project management capabilities. It was difficult for our manager to go into the dashboard and see what work his employees were working on, who has what, and how long they have had certain tasks. It is doable, but just not very quick and simple.

Incentivized

• Helps us organize tasks and projects and the data associated with each project
• Helps us organize our resources to meet the demand of issues and events
• This has helped us keep moving forward during times we otherwise would have pulled back.
• Completely revolutionized our way of work life. Upwards of approx 300 percent productivity and complexity..

• For the people I consulted - it helped them put more into the personal aspects of the business. While certain processes ran, they could keep an eye on the data, but were otherwise free to focus on the important aspects of the business. They were a marketing group. Their copywriter was able to be a copywriter instead of just filling out forms all day!
• It's adaptable. You can cross-pollinate any department with it, provided you know what you are doing. So, you are not getting a program for HR, and another for Marketing. Integrify can span the whole business. You can cut costs in focusing on one workflow product rather than a handful.
• It did have one negative impact on the place I consulted. Their tech-savvy person left in early 2019, and nobody else was able to use the program. Nor did they want to try when opening it up and trying to understand it. I was able to help out, but ultimately they were discouraged. I would recommend training multiple people if you use this product, and emphasize their support team!

Incentivized