What users are saying about
124 Ratings
124 Ratings
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Score 8 out of 100
28 Ratings
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Score 8.3 out of 100

Feature Set Ratings

    Incident and problem management

    7.1

    Autotask PSA

    71%

    FinancialForce PSA

    Feature Set Not Supported
    N/A
    Datto Autotask PSA ranks higher in 7/7 features

    Organize and prioritize service tickets

    7.6
    76%
    29 Ratings
    N/A
    0 Ratings

    Expert directory

    7.5
    75%
    23 Ratings
    N/A
    0 Ratings

    Service restoration

    6.7
    67%
    19 Ratings
    N/A
    0 Ratings

    Self-service tools

    7.0
    70%
    23 Ratings
    N/A
    0 Ratings

    Subscription-based notifications

    7.4
    74%
    20 Ratings
    N/A
    0 Ratings

    ITSM collaboration and documentation

    5.7
    57%
    20 Ratings
    N/A
    0 Ratings

    ITSM reports and dashboards

    7.8
    78%
    23 Ratings
    N/A
    0 Ratings

    ITSM asset management

    7.1

    Autotask PSA

    71%

    FinancialForce PSA

    Feature Set Not Supported
    N/A
    Datto Autotask PSA ranks higher in 3/3 features

    Configuration mangement

    6.9
    69%
    22 Ratings
    N/A
    0 Ratings

    Asset management dashboard

    6.4
    64%
    20 Ratings
    N/A
    0 Ratings

    Policy and contract enforcement

    8.0
    80%
    17 Ratings
    N/A
    0 Ratings

    Change management

    7.5

    Autotask PSA

    75%

    FinancialForce PSA

    Feature Set Not Supported
    N/A
    Datto Autotask PSA ranks higher in 3/3 features

    Change requests repository

    7.3
    73%
    24 Ratings
    N/A
    0 Ratings

    Change calendar

    7.0
    70%
    19 Ratings
    N/A
    0 Ratings

    Service-level management

    8.3
    83%
    26 Ratings
    N/A
    0 Ratings

    Project Management

    Autotask PSA

    Feature Set Not Supported
    N/A
    9.0

    FinancialForce PSA

    90%
    FinancialForce PSA ranks higher in 14/14 features

    Task Management

    N/A
    0 Ratings
    9.0
    90%
    9 Ratings

    Resource Management

    N/A
    0 Ratings
    9.0
    90%
    10 Ratings

    Gantt Charts

    N/A
    0 Ratings
    9.0
    90%
    10 Ratings

    Scheduling

    N/A
    0 Ratings
    9.0
    90%
    10 Ratings

    Workflow Automation

    N/A
    0 Ratings
    9.0
    90%
    10 Ratings

    Team Collaboration

    N/A
    0 Ratings
    9.0
    90%
    11 Ratings

    Support for Agile Methodology

    N/A
    0 Ratings
    9.0
    90%
    9 Ratings

    Support for Waterfall Methodology

    N/A
    0 Ratings
    9.0
    90%
    9 Ratings

    Document Management

    N/A
    0 Ratings
    9.0
    90%
    10 Ratings

    Email integration

    N/A
    0 Ratings
    9.0
    90%
    10 Ratings

    Mobile Access

    N/A
    0 Ratings
    9.0
    90%
    10 Ratings

    Timesheet Tracking

    N/A
    0 Ratings
    9.0
    90%
    10 Ratings

    Change request and Case Management

    N/A
    0 Ratings
    9.0
    90%
    9 Ratings

    Budget and Expense Management

    N/A
    0 Ratings
    9.0
    90%
    10 Ratings

    Professional Services Automation

    Autotask PSA

    Feature Set Not Supported
    N/A
    9.0

    FinancialForce PSA

    90%
    FinancialForce PSA ranks higher in 4/4 features

    Quotes/estimates

    N/A
    0 Ratings
    9.0
    90%
    6 Ratings

    Invoicing

    N/A
    0 Ratings
    9.0
    90%
    8 Ratings

    Project & financial reporting

    N/A
    0 Ratings
    9.0
    90%
    10 Ratings

    Integration with accounting software

    N/A
    0 Ratings
    9.0
    90%
    7 Ratings

    Attribute Ratings

    • Datto Autotask PSA is rated higher in 1 area: Usability
    • FinancialForce PSA is rated higher in 2 areas: Likelihood to Recommend, Support Rating
    • Datto Autotask PSA and FinancialForce PSA are tied in 1 area: Likelihood to Renew

    Likelihood to Recommend

    7.4

    Autotask PSA

    74%
    29 Ratings
    9.0

    FinancialForce PSA

    90%
    13 Ratings

    Likelihood to Renew

    9.0

    Autotask PSA

    90%
    1 Rating
    9.0

    FinancialForce PSA

    90%
    3 Ratings

    Usability

    9.0

    Autotask PSA

    90%
    1 Rating
    8.0

    FinancialForce PSA

    80%
    2 Ratings

    Availability

    Autotask PSA

    N/A
    0 Ratings
    9.0

    FinancialForce PSA

    90%
    2 Ratings

    Performance

    Autotask PSA

    N/A
    0 Ratings
    7.0

    FinancialForce PSA

    70%
    2 Ratings

    Support Rating

    8.4

    Autotask PSA

    84%
    8 Ratings
    9.0

    FinancialForce PSA

    90%
    6 Ratings

    Implementation Rating

    Autotask PSA

    N/A
    0 Ratings
    8.0

    FinancialForce PSA

    80%
    2 Ratings

    Likelihood to Recommend

    Datto Inc

    In my opinion, Datto Autotask is exceptionally complicated to set up, manage, and use on a daily basis. I would think the target market for this product would be someone managing a team of 20 - 50 people, possibly more. In my experience, for it to run properly you will need to dedicate at least half an FTE to running this product in an organization of that size per month. I would not recommend it for companies with less than 10 people or for companies that value quick communication with their clients. I would not recommend it for companies using Datto's RMM product. The integration exists, but it is clearly a bolt-on. They were not developed together and they are slow to talk to each other. Frequently you cannot add details from RMM sessions into the PSA without manually copying the ticket number, and if the ticket is more than a week old, then you can't even find it with the ticket number.
    Read full review

    FinancialForce.com

    PSA is great at capturing all the data you would need to accurately track and report on consulting projects. It captures project financials, calculates projected GM%, and (among others) allows for hourly tracking of employees, which breaks it up between billable and non-billable for utilization tracking to accurately understand costs. However, the user interface is tough to learn, and the stability of the data reporting functions is questionable. This tool would be great for smaller consulting shops that fit the standard contracting mold. If your business is fairly straightforward without a lot of shades of gray, you shouldn't have much trouble with the tool. However, if your business practices have a lot of exceptions based on clients, then you'll have a tall administrative task on your hands.
    Read full review

    Pros

    Datto Inc

    • The graphical calculations on time spent on requests, how long they were open for, who worked on a ticket last.
    • Grouping by priority so you can determine easier what needs to be addressed sooner rather then later. This also helps if Account Management has conversations a technician is not aware of so they can prioritize efficiently.
    • The email updates that are sent out to the technicians so they are aware of upcoming or stale tickets.
    Read full review

    FinancialForce.com

    • The biggest strength of FinancialForce PSA is that it's built upon the force.com platform, which means it is very easily customizable to our business needs.
    • Projects are easily created, as well as milestones and assignments.
    • "Actuals" (dollars and hours) are calculated automatically, and are easily reported on.
    • Resources are easily managed by using the Resource Planner
    • FinancialForce PSA support is outstanding!
    Read full review

    Cons

    Datto Inc

    • The GUI is a little dated.
    • Some integrations are limited for not being a Datto product.
    • While not as complex to set up as Connectwise, it definitely requires some serious thought during the initial setup.
    • Email processing could offer more options for parsing keywords and allow for more automation.
    • The mobile app is just not worth using in my experience.
    Read full review

    FinancialForce.com

    • The product is still maturing as a full featured PSA tool. The feature roadmap is compelling but is still being built out.
    • Tool is ideal for managing a services business. It is not yet a project manager tool.
    • Limited reporting
    • Maturing change order process
    • Limited integration to back-end financial systems beyond Financial Force Financials. We use Netsuite.
    • The underlying SalesForce UI is constrained and can be keystroke intensive at times
    • Limited archiving of historical data
    Read full review

    Pricing Details

    Autotask PSA

    Starting Price

    Editions & Modules

    Autotask PSA editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      FinancialForce PSA

      Starting Price

      Editions & Modules

      FinancialForce PSA editions and modules pricing
      EditionModules

      Footnotes

        Offerings

        Free Trial
        Free/Freemium Version
        Premium Consulting/Integration Services

        Entry-level set up fee?

        No setup fee

        Additional Details

        Likelihood to Renew

        Datto Inc

        After using multiple products on the market, Autotask was intuitive and easy to manage.
        Read full review

        FinancialForce.com

        There is another PSA software program that we have been looking into (DreamFactory) that could potentially replace FinancialForce PSA in our organization. Like FinancialForce PSA, it is cloud based on the force.com platform. Licensing is slightly less than FinancialForce PSA, and the Resource Management tool is far superior to FinancialForce PSA. With that said, our renewal falls in Q4 2014 and I don't foresee us implementing a new system this fiscal year.
        Read full review

        Usability

        Datto Inc

        The work flow is much better then other competitors
        Read full review

        FinancialForce.com

        It is maturing and does what it does well although it is not fully complete.

        Integration to SF is great.

        Gives great visibility to incoming services projects and allows the staffing process to start on pipeline deals.

        There are certain processes that take more click-throughs then needed so there are refinement opportunities around the UI.

        The resource management screen and project status views have really matured since our original purchase, and while not perfect, allow business leaders to do their jobs.

        Configurations vs. customizations. We seem to have to bring in an Apex developer to do a customization for changes I would think could be configuration settings
        Read full review

        Reliability and Availability

        Datto Inc

        No answers on this topic

        FinancialForce.com

        We have maybe had 1-2 outages over 3 years.
        Read full review

        Performance

        Datto Inc

        No answers on this topic

        FinancialForce.com

        Most of the time it is fine. There are peak periods of usage where performance noticably slows down (i.e., Monday mornings when time is due and many reports are being run)
        Read full review

        Support Rating

        Datto Inc

        They are fairly quick at returning a response to a problem and have been able to fix all issues for the most part.
        Read full review

        FinancialForce.com

        Every time I submit a new help request, whether it's an actual help request or just a question about FinancialForce PSA, I always feel that I'm receiving world class support. The support we receive from FinancialForce PSA is always very detailed and professional. There are some requests that take longer than other for the initial response, which is why I did not give a full 10.
        Read full review

        In-Person Training

        Datto Inc

        No answers on this topic

        FinancialForce.com

        It was fine.
        Read full review

        Implementation Rating

        Datto Inc

        No answers on this topic

        FinancialForce.com

        Appirio did a good job, however, the user team didn’t know enough to make all the right configuration/customization choices. The team focused too much on replicating existing processes vs. reengineering them. In hindsight we should have had deep dive reviews at key milestones and enforced more focus on how the software would operate. We didn’t have access to true best practices expertise. In hindsight, a consultant from the outside would have been helpful to drive this.
        Read full review

        Alternatives Considered

        Datto Inc

        The portion of Autotask that we've used other companies for prior to using Autotask is the Endpoint Management. The Autotask Endpoint Management (AEM) portal integrates perfectly with their PSA/CRM tools. It's alerting features are much better than the above software as there aren't a bunch of superfluous and unneeded alerts. Instead, it only alerts for things that you specify that you want. Alerts aside, for the PSA/CRM, I don't have much to compare it to as Autotask was the first PSA we tried. It's hard to imagine a PSA having more features or doing a better job than Autotask.
        Read full review

        FinancialForce.com

        FF PSA is a robust Project Management solution that can be configured to fits any size business. We have tried several other applications and PSA so far has met and exceeded our needs. We run our day to day operations on Salesforce so having a solution that is native was a must have. PSA met that requirement and much more.
        Read full review

        Return on Investment

        Datto Inc

        • We were able to identify the profitability of our entire client base.
        • We identified a loss of over 1 million dollars for time unbilled consultancy fees using metrics derived from Autotask.
        • Autotask helped us serve our client base in a professional manner, it's like having an entire department at your finger tips.
        • Autotask is the heartbeat of our operation.
        Read full review

        FinancialForce.com

        • FinancialForce PSA has helped us improve our data tracking and allows us to get more granular about our financial information and performance.
        • PSA has given more tools and reports to individual contributors to take greater ownership over their own data, and has increased accountability across the organization.
        • PSA has added a fairly hefty administrative burden to individuals, project managers, and our financial team.
        Read full review

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