ETO Software is a legacy case management solution supported by Social Solutions, acquired by Bonterra, and later sold as Bonterra ETO. The application is not the company's current case management solution.
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ProcessMaker
Score8.8 out of 10
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ProcessMaker is a process automation platform that helps organizations optimize and scale their business operations. By combining workflow automation, AI-driven decision-making, and advanced analytics, ProcessMaker empowers businesses to streamline complex processes, improve efficiency, and enhance customer experiences.
ETO Social Solutions should be avoided until they start caring about the problems generated by their software. In regards specifically to the ARMS suite utilized by the entire state of California, until the ETO software learns how to speak with SOMS, and unless it can be customized by knowledgeable people who consult with front-line users. It is not appropriate to provide the state legislature with bad data. I have 6 years of experience with it and I have multiple sources of agreement from fellow users throughout the state.
The task mining component is well suited for processes where there are a lot of steps performed in a variety of systems, particularly by a single individual on a team. It also requires a robust activity ID to be able to track an activity. It is not well suited when trying to track a process where the content is in an email.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
ETO's customization allows for the use of so many different and unique applications.
The ability to build extremely customized reports also allows us to get very detail oriented results or very broad building wide stats.
The additional added features such as workflow, referrals, and ETO Engage are useful in their own way and add more ways to better track and record data while simplifying some end-user processes.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
User interface. It is clean and easy to understand. You won't get overwhelmed the second you log in.
The workflow maker. With a drag and drop interface, you can easily visualize and implement what you want on the screen. Out of all the programs we tested, this one had the easiest process maker and designer.
Ease of understanding. My biggest recommendation would be that this program is easy to access for anyone. There are complications (see negatives) but this program can be implemented quickly and efficiently, and nearly anyone can learn to use it. You will not feel like you are in the dark with it.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
The user interface is not intuitive and exceptionally difficult for non-tech savvy people to learn.
The system is not as customizable as we were led to believe at the initial purchase.
The system does not interface well with other systems. Organizationally we are moving towards data integration, and we will likely replace ETO because of this limitation.
Considering the limitations of the system, the cost is quite high. We've seen only marginal benefits of this system over pen and paper, and the ROI is not promising.
The initial build process was very frustrating. We didn't understand what the developer was billing us for. Something like simple touchpoint forms was billed for more hours than it would seem to require.
A system like this should be both fully mobile compatible and have offline functionality.
We would benefit from more nuanced security settings.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Complications when you get to the more advanced pieces. When trialing, I found that the more advanced a process got, the more complicated it got for me in coding. When you begin using the more advanced features, you will find that you need to have a basic knowledge of coding - otherwise you won't go any further. This was my sole issue. Unfortunately, it was one that would have brought the school to a grinding halt if they were to ever get more complicated than they were.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Social Solutions has been great for our organization. It has allowed us to not only report on data, but to dive into it to see trends and give snapshots of the current status of our neighbors. Social Solutions has been helpful in getting us to see additional ways we can use our data and ways that it is easier for front line staff to use this tool
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
As a technically savvy person with experience learning new database software systems I find ETO relatively straightforward now that I've been trained in it's use. However, many of our staff are less technically savvy and the learning curve for ETO can be grueling for many, who require frequent troubleshooting and support from me. Additionally, there are small quality of life improvements that would increase usability even for me - such as allowing multiple tabs to be open simultaneously or being able to use the browser's "back" and "forward" buttons.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
I gave this overall rating for ProcessMaker due to its overall flexibility, design and ease of use for most. Examples of this from us include it being an excellent and trustworthy tool for automating processes, the abilities and capabilities for real-time process tracking and the web-based accessibility and implementation which allows for easy access and management of the tool.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Routine maintenance is announced with plenty of lead time, and the few times I've been unable to log in to the system properly a simple refresh was all that was required to fix.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Mostly really strong now, although I understand that for some years before switching their hosting service to AWS performance was a real issue with ETO and we had frequent problems with pages timing out or other glitches stemming from performance issues. With AWS that is mostly a thing of the past, although it is still a major issue with the reporting tool which is unable to run reports on the entire database due to performance limitations, instead requiring admins to define universes prior to running queries.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
We love the first tier customer support folks! They're friendly, helpful, and knowledgeable within the scope of their position. The experiences we've had with their supervisors have also been mostly good and again they seem to be doing what they can within the scope of their positions. This is what prevents me from selecting 1. Unfortunately, none of these wonderful folks can offer real solutions when things are actually broken. They verify there's a problem and send it to the black hole called "the developers". After that, we don't hear anything useful and we figure out how to live with/work around the problem ourselves. (Requests for updates typically get "still with the developer" responses.) This is highly frustrating given that most of our issues are basic system issues (functionality that worked then broke after an update by Social Solutions, servers not syncing, report universes not flattening automatically, etc.). All we want is for the system to work as designed and to be fixed in a timely fashion when it doesn't. Apparently, that's too much to ask. (And no, we don't expect it to happen instantly, programming and quality control checks obviously take time.)
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Really good trainer and exhaustive curriculum covered, but ETO is a complex enough system that you don't *really* know how to use it until you've been in the trenches for a few weeks. For instance, I took a Report Writing training and emerged with some fluency in the reports interface and a vague understanding of the process, but immediately encountered a legion of instance-specific idiosyncrasies that would have been totally impossible to address in a webinar training for a dozen folks from different orgs working in different instances.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Hard to say, as I was not with the agency at the time. However, based on our use of the software ~5years later I can say that there were no catastrophic design choices made during implementation that have become unduly burdensome as we've scaled up.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
When we made our decision several years ago Social Solutions had just acquired Apricot. At that time it was recommended to use ETO based off our revenue stream. However, it seems like Social Solutions has put in a lot more time and effort into Apricot over ETO and it seems more modern and user friendly. I think it is worth a second look once our contract expires
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Before making the decision to get ProcessMaker, we assessed different and best options in the market, which are also quite competitive. KiSSFLOW, Blueworks Live, and Bizagi, being the most relevant and ADONIS, to mention the ones we consider the most relevant and capable of meeting our needs. In the end, we went for ProcessMaker because of mainly three things as described before: 1. Real-time process status tracking. 2. Metrics and dashboards. 3. Ease of use for constructing diagrams.
The core product scales well, and we've grown quite a bit as an agency during our use of ETO. However, there are some real pain points particularly around creating new programs and managing report universes that require extensive offline checklist resources and a full-spectrum understanding of how changing settings in one part of ETO can have downstream impact in other areas. This can introduce a "chilling" effect on proposed changes to the system, where there is strong incentive to leave things as-is to avoid unforeseen consequences.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
The capability is robust and quite industry agnostic. It would benefit significantly with some out of the box models - e.g. procure to pay on SAP and similar. They could also develop industry specific examples which could kickstart the implementation for organizations.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
I would say that at this point the overall ROI has been negative as we aren't getting much more out of our data by the switch we made to ETO, but the cost is much higher. I anticipate that will change as we get better at using ETO.
Most users that have switched to ETO in our organization prefer it to what they were using before and some are more appreciative of the value they can get from the data.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
I'm using Communication edition to introduce BPMN in my organization. I can build the first process in a short time, make my boss more confident with my job.
But, with ProcessMaker, we need more time to design code to handle the process, and without PHP/Javascript Programmer, it seems hard to work with more and more processes online.
However, IE Browser is not well supported, somewhat let the user confuse.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
