SolarWinds Dameware Remote Support (DRS) vs. Sprinklr Service

I feel like this is a very robust solution that I would recommend to anyone who relies heavily on remote support. Most of the colleagues I work with already use SolarWinds products to one extent or the other. I feel the price for the solution is very fair and a good value for the product.

Incentivized

Sprinklr Service has always been well-suited for all of the work we do. As it's all social media content, and most require responses or escalations, Sprinklr Service covers all of that. The only time I think we wouldn't need it is if we were working with a much smaller client who didn't need us to have eyes on so many platforms at once.

Incentivized

• Troubleshooting computers remotely without the need for the user to even be around.
• Install software that needs to be installed manually without having to travel.
• Viewing what the user is doing specifically that triggers the issue, making replicating issues way simpler.

• Automated routing to appropriate teams
• Automated notifications for certain types of content or posts from certain users
• The reporting options are fantastic.
• We've integrated a chatbot seamlessly with Sprinklr modern care so our team members can pick up a conversation if our bot isn't able to provide an answer.

Incentivized

• It would be nice if the installed agent would be able to check in with the server so that I can connect to laptops, etc that have the agent pre-installed for when they are off network.
• DameWare could do better with the mobile app. I cannot connect in from the outside with the mobile app to provide quick support if needed. This kind of defeats the purpose of a mobile app. If I am on the network, I probably have access to my workstation.

Incentivized

• I find it difficult to dive into analytics for each social post. The reporting tool gives me an overview of the channels but I would love to look at a breakdown of each post performance.
• You currently can't add closed caption subtitles to videos uploaded through Sprinklr so this results in having to revert to the native platform.
• I would love to be able to set up a newsfeed that includes posts from a number of our partner accounts, so I can keep up to date with what they're posting.

Incentivized

This application is one of my most used tools when it comes to supporting end users and the network as well. I don't have to run all over the place to get things done when I can access multiple computers on the network at the same time to accomplish multiple tasks in a minimal amount of time.

Incentivized

The biggest reason we renewed, and kept up with Sprinklr Modern Care is because it is an active community and there is customer buy-in already. They continue to update and improve the product, but more importantly, the customers are using it. It's easy to switch products when it's not an active component in your daily structure, but switching and migrating the data or providing alternatives becomes difficult when customers have grown accustomed to a specific experience. As long as they continue to improve the available features and the community stays active, renewed use will continue.

Incentivized

Because it has enhanced my ability to trouble shoot more issues during the day. Instead of having to go to each machine and spend time at the machine, I can remote in from my desktop and assist the person 90 per cent of the time. I also use it from home to remote in which saves me the time from having to return back to the workplace.

Incentivized

I've spent year designing products so I'm a tough judge when it comes to other solutions. It's clear that Sprinklr Modern Care was designed for the average online consumer with a very user friendly interface. They have made improvements to the admin tools to make that area of the product easier to use as well.

Yes, always available.

Incentivized

No issues with system availability. They manage updates in off-peak hours and I usually don't notice the changes until I log into the system the next day.

The application always seems responsive to me

Incentivized

Performance is great and is not negatively effecting our processes. We have to make sure it doesn't effect out load times. Not currently seeing any issues with widgets affecting page load times.

I use a Samsung mobile device; DameWare Mobile was working and then after an Android update it started crashing. I reported the issue to DameWare and worked with the technicians and developers to gather data for them to correct the issue. They quickly published a beta release for me to test (which corrected the crashes) and then published an update to the Google Play Store.

Incentivized

I know the Sprinklr conference calls have been helpful, but sometimes submitting a ticket can be a little daunting. In the past, we've included information in screenshots that are then asked for by a member of the support staff. The turnaround time has been between 3 days, which isn't horrible.

Incentivized

It was excellent

Incentivized

Our customer support team went through in-person training. I am not unable to rate.

The videos were more than sufficient to learn the product

Incentivized

It helps greatly if you know someone already using DameWare Remote Support. I was fortunate as my tech support guys were using it at their hospital and assisted me through the purchase, download and implementation of remote support. As well as, knowing how many licenses to purchase at the time. You have to make sure that anyone assisting in IT can have access to the program with their own license.

Incentivized

Basic setup took me less than 30 minutes. This includes initial configuration, putting in the initial content, and getting the look-and-feel customized. The domain routing took the normal lag time any other website or blogging service. The really important thing was to get the user accounts setup and begin seeding the system with content before a public launch.

We previously utilized LogMeIn. They increased the pricing of their solution which made us reconsider it. I inherited LogMeIn. I am not a big fan of hosted solutions for some vital IT processes. There was convenience in LogMeIn, but there were also risks about the solution that I was never completely comfortable with. I had utilized DameWare at a previous company, so I knew what I was getting with it. It was an easy decision for me to make. DameWare is an exceptional product.

Incentivized

First, we had a social studio which was good in terms of functionalities but slow. After that, we had the chance to use Talkwalker & social bakers which were good tools yet not enough compares to Sprinklr

Incentivized

You get an 8 because of the constant initial freeze on most connections. Takes a reconnect to have it work.

Incentivized

• DameWare has allowed us to maintain our non-traditional approach to IT support. It allows our administrators to work from anywhere and has extended their reach to clients domestic and abroad.
• Return on investment was realized as soon as we purchased the licenses. We don't have to maintain a large office space or overhead costs due to the flexibility it allows our administrators.
• First call resolution has increased drastically since implementing DameWare company-wide. The user no longer has to wait to reproduce an error. We can screen share and view it as it happens and mitigate the issues.

Incentivized

• Increased employee efficiency: Having a clear, one-stop "shop" where users can leave feedback, ask questions, and find bug fixes or workarounds has saved me (and other community managers at my company) loads of time that was once spent responding to numerous emails on an individual basis.
• Better customer service: Since everyone in the company is alerted of what's being written on our forum, it's easy to spot a high-priority issue, delegate to the person in charge, resolve it, and respond as soon as possible.

Incentivized