eSurveysPro.com vs. Square 9 Softworks

It is extremely helpful in deciding if we want to roll out a new peoduct or service to our current customers. We are able to get feedback that helps guide decisions so we can keep our customers happy.

Incentivized

I don't recall a period of time when we couldn't access our data in the Square 9 cloud. The software works really well. I can't remember the last time I had to submit a support ticket. While we were working on the project, the technicians were great at utilizing software like ScreenConnect and Calendly to complete tasks.

Incentivized

• Highly customizable
• Instant data
• Easy way for customers to provide feedback in a non-confrontational way

Incentivized

• It's easy to design a form - many featured features allow you to create what you need.
• The workflows allow you to set conditions to take it in different directions based on the request - such as skipping approval levels.
• You do not have to be a programmer to design a form and workflow (although similar skills are needed).
• It's not hard to check on the status of a user request (form submission).

Incentivized

• I wish we knew a way to use it for prospective customers
• Our company should utilize it on missed sales instead of only current customers
• I wouldn’t change anything about the service itself, just how we utilize it

Incentivized

• The functionality is great but it can be a bit overwhelming. There's so much you can do that it's hard to remember how to do it - even if they've reviewed it with you and left themselves available for follow up. I don't want to necessarily have to take a class to learn how to use the product in full.

Incentivized

We absolutely can't imagine not continuing software maintenance as there are always new additions that improve the system not to mention the excellent tech support when issues are encountered. Response times for troubleshooting are very quick and usually, my issue is resolved in less than an hour after connecting with support.

Incentivized

Not sure if 10 is favorable or not, but this is supposed to be an unfavorable rating. I find that the solution lacks intuitiveness that should be inherent. I liken it to a large stack of papers and you have to be creative in finding what you want.

Incentivized

Square-9 can get this product out to you in almost the same hour your order it. We got ours very fast.

With the PDF projected viewer, the document retrieval-to-display can drag for a second more than some systems, and the capture workflow if you overload a server array can also drag, but those are the only two issues we've ever seen with this product, and they are not serious issues at all.

Support is always extremely helpful and responsive. Whenever we have a question, it is simple contacting them and also setting-up an appointment, if necessary. Scheduling the appointment is easy and they are willing to talk on the phone, which is not always true with software companies. Their report support tools are also really east to use.

Incentivized

It would have been higher, but the training is a bit muted for the lesser qualified office equipment vendors who signed up as partners to sell and support it. The more experienced ECM vendors and customer end-users will find the training very good, but a bit slow.

I think the implementation could have gone a little smoother than it did. Now that I know how to use the software, I could do it myself. I feel that as an organization, we could have been a little better prepared. If the consultant was more aware of what we were looking for, they could have assisted in setting up some workflows for us as per the contract. But because we were not prepared, the initial implementation process was a little painful. That said, adding a document management system to ANY business kinda means everyone has to re-think the way they do their work which can be difficult for some staff.

Incentivized

eSurveysPro.com was something I had heard about from a coworker and we decided to talk to marketing about implementation. Everyone was impressed and eSurveysPro.com has just been great to do business with.

Incentivized

A similar product I have used was Time Matters. For a Law Firm, I think Time Matters is more useful as it keeps track of everything for a client, including billing. However, since I now work for a legal department of a corporation, SmartSearch is definitley more useful. It is not possible to seperate the documents we have internally in neat client files. We have various miscellaneous documents for many different services and customers or vendors. SmartSearch allows us to organize in broad categories that make sense to internal employees using it and to make sure security is set on specific documents. Time Matters would not have been sufficient for our managers to have access to, since it uploads all documents to the file - some of which are confidential.

The scale-ability is quite good actually, but you need competent sales/support folks providing it to you, so the scale is set right for the demands of your system use. Some resellers are not good at doing this, some are fantastic. If you are scaled correctly at first implementation, you'll be very happy with this system.

• We have been able to have a pulse on what our customers need so we can keep them from leaving us for competition.
• We have been able to not waste time on projects our customers are not interested in.
• It has changed our process on how we create. We talk to the customer more before we really hit the drawing board, saving time and money.

Incentivized

• Elimination of all filing activities, labor $$$ of at least $20,000 per year.
• Elimination of file cabinets, retention management, boxing and storage, purging and shredding... again, thousands of dollars of savings
• Estimate that we paid for the software in the 1st year and would never go backward to our old processes

Incentivized