The tool has potential. Its capabilities and visual aspects could be considered rather basic but this might improve, particularly if the business intelligence/analytics aspect is leveraged. Once running well, it could allow (perhaps smaller) companies to successfully improve their customers' experiences through digitalizing customer journey - and we all know that customer loyalty goes a long way. However, whether or not the tool is comprehensive enough to deliver this for larger companies with more complex, multi- and omni-channel interactions is yet to be seen...
Intradyn works well for a small to medium business like ours that just needs to keep an archive of every email sent or received throughout our organization. It's easy to search for emails, whether you're looking for keywords, sender, recipient, subject, body, header, etc. The Outlook plugin works well for end users.
Outlook plugin is great, but I wish it could somehow update user passwords when users change them via Active Directory. In our environment, users have to change their AD passwords every 45 days, but the Outlook plugin doesn't capture the change, so the next time the user tries to search the archive via the plugin, the plugin doesn't work. Since our users aren't accessing the archive that often, they easily forget that they've changed their password since they last accessed the archive and need support.
As our customers vary in size and maturity, the ROI ranges accordingly.
For younger, smaller businesses this is a useful tool. Digitalization of he customer journey has certainly helped save time and efforts in many cases.
For more mature market players the tool is not always comprehensive enough. Dashboard and report personalization take time and efforts, and sometimes it feels that a dedicated BI tool would be a more suitable solution.
