Gainsight Customer Communities is a centralized destination that brings customers, resources, and products together. The hub helps users to engage, retain, and delight customers by unifying customer resources, leveraging dynamic search and AI capabilities, building an influential user community.
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PowerDMS by NEOGOV
Score 7.1 out of 10
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PowerDMS by NEOGOV is a software platform designed to recruit, train, equip, and protect employees across their careers, used for policy management, community engagement, and staff scheduling.
A great scenario that we use the community for is product adoption. That's one of the things we use it for. So sending our new customers as part of their onboarding flow to the community to learn from others and see the resources that are available and know that there's a place for them to ask questions and get their questions answered. That's probably one of our primary use cases and scenarios that it works straight in. I can't really think of something that it wouldn't work good for. That's a tough one to think of on the spot.
This software is very well suited for law enforcement agencies of all sizes from 5 to 5000 officers. There is a mobile app that allows officers to quickly and easily search while out in the field or on a call. They can quickly review a policy, locate a form, pull up a map and much more using either the mobile app or the desktop application.
Policy management- [Users] sign for, and can take [tests] to prove understanding of policy right in the application. As [the] policy is updated, old versions are retained, so that we not only know what a policy contains, we can track changes and provide information on what a policy was at any given time in the past.
Training- Users receive notifications when training is due and are guided to complete the training. If the training requires recertification, PowerDMS can be configured to alert the user that re-training is needed, without a supervisor needing to keep track. All documents used in training, including presentations and videos, can be contained in the PowerDMS course, so we can prove not only that an employee was trained, but exactly what curriculum was use din any given training.
Accreditation Assessment- [Our] accreditation standards manual is uploaded directly into PowerDMS. Proofs are accomplished using the actual policy and procedure, as well as the documents created during the workday. There is absolutely no duplication of effort.
Communications accountability- Email [can] be read and forgotten. With PowerDMS, a document can be distributed for user signatures, insuring that the user took affirmative action to read and understand the document.
The Workflow process in PowerDMS is not as easy to grasp as some of the other concepts and requires a little more explaination, especially for non-administrative background users.
Users are unable to view the steps in a Workflow template in order to determine which Workflow would work best for their needs when routing documents.
It would be great to have multiple message options for past due inbox notifications in addition to the options for past due tasks to encourage users to go to their inbox to review their messages.
I have had nothing but positive experiences with PowerDMS from day one. If we ever run into a situation we are unsure of, PowerDMS support has ALWAYS been able to answer us basically immediately. I really love that they are constantly seeking to improve and expand.
Gainsight CC is very versatile and easy to update in the areas they provide for customization. There are still some limitations that surprise us, but I really we are pleased with the ability to make changes on the fly. Overall we are able to accomplish what we desire to accomplish, and appreciate how user friendly it is
There is a learning curve as with any software system and I have found those users who consistently use the system more have a much higher success rate than those who only log in to sign off on documents. Now that most users have been in the system for over 2 years I consistently hear how much easier the processes are than they originally thought they would be
We use PowerDMS in the cloud so our performance might be different from other users who use on-premise. The program has always been up with very minimal downtime and always seems responsive and snappy when navigating the UI and searching documents. We don't currently have any integrations with other software.
I just wish we had some in-state support. The contacts I have had with customer support have been great. Awesome communication, problem-solving, and support. I have talked to and met Stephanie Williams (CSA for Power DMS) at the most recent Entrust conference. She was professional and devoted time to addressing our agency needs.
Implementation of PowerDMS was near seamless. The product was able to input existing policies and procedures within a few hours, which helped to lay the foundation for future use. Having PowerDMS on-boarding readily available was also a huge benefit.
Gainsight CC was a clear winner for us. Khoros was second, but we eliminated it from consideration due to cost and how hard it is to implement. Verint is a great platform, but lacks integrations. Circle is more of a small community platform and better suited to communities of practice.
PowerDMS is a lot different than Linkedin Learnings. In PowerDMS you have to create your own courses versus in Linkedin Learnings they provide extensive content on a wide variety of subject matter. Linkedin Learnings is what we have used in our organization for Bias Training and Ethics Training. PowerDMS is the repository for documents and Trainings, so the systems work very differently
We are actually doing some work to prove return on investment for investing in Gainsight Customer Communities right now, and it's proving to be exponentially higher than we initially estimated. I'm not sure the exact numbers off the top of my head, but we're having a monumental impact compared to what we projected in terms of monthly recurring revenue and customer churn.
Created efficient processes for approving document revision
Migrated what originally was a paper system to electronic
Accessible for any employee by logging in, employees do not have to seek out policy and procedure binders, and updated documents can be automatically sent to inboxes when updated.
