IFS Customer Engagement is based on the mplSystems Omni-Channel Contact Centre, now owned and supported by IFS since the August 2017 acquisition. It contains workforce optimization with messaging and email support emphasizing the needs of outbound call centers.
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Iterable
Score 8.5 out of 10
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Iterable is a growth marketing and user engagement platform. It is designed for B2C markets and supports all types of marketing campaigns (blast, lifecycle, transactional) across all messaging channels (email, web, mobile push notifications, SMS).
There is genuinely not a lot to dislike about the application. Maybe it's due to legacy implementations and updates, but sometimes the request for service from the suppliers can take too long and is drawn out. IFS Customer Engagement is helping us to make sure we're able to get the right parts to the right resources with appropriate skills for each request. This saves time on resources in planning and optimization of routes. IFS has also allowed connecting to supplier APIs to be able to do real-time stock checks and order to enable us to reduce stock levels to the minimum levels whilst still hitting key targets.
Iterable is great for email marketers that are not advanced/technical in emails. They made it very simple to create emails and run campaigns. Everything about Iterable is very easy - from creating emails with drag and drop functionality, segmenting and creating send lists, and even setting up a journey. The only downside with Iterable is that it's mainly meant for larger companies. There are better platforms if you're using email in a very simple way.
It makes designing and deploying great looking emails easy with their drag-and-drop technology and framework.
Iterable allows for great customization and time-saving with the use of their handlebar snippets. This has revolutionized how we are able to monetize our editorial audiences using clear logic that helps us get the most for each of our conversion efforts.
The various ways that you can run and view reports is incredibly helpful, and easy to customize. This means we can find most of the data we want and need across our various departments with their differing goals without having to piecemeal together crazy solutions or waste time reinventing the wheel.
Some of Iterable's user interface in Journey is a little confusing. This is a personal preference.
Their image uploading is very basic - but they are working on releasing a new version soon.
It's difficult to look up a specific contact by only being able to search their email. I wish I could search by name without having to use segmentation
Iterable is there like 99.9% of the time. However, when it goes down, it grinds us to a halt. Most of the time, outages are an hour or less, but if that's at a peak time, it can be a nightmare. That said, when the worst does happen, there are frequent updates and an easy situation tracker that give you an estimate of how much longer you'll have to wait for the issue to be resolved.
The API is super quick. The UI can be a little sluggish depending on what you're loading, but overall Iterable performs great. Iterable appears to do a good job of making processes async so that one action isn't blocking another.
I've never experienced any issues with Iterable. As I and my colleagues have learnt the system and it's features, response to questions and advice from our account manager is always quick. Kevin knows the product well, and with the few tricky questions has hasn't been able to answer he's been quick to get back to us.
IFS Customer Engagement allows efficient manufacturing reporting for the business to select whether to use standard/default reporting or actual reporting or combined reporting. Since the system has business logic to look through the defined rules, there is minimum manual intervention. IFS Customer Engagement is working throughout the organization in different roles and it is being rolled out to additional countries as part of a replace and enhance strategy.
The visualization tools in iterable for creating journeys are so much easier to use and adjust than in Marketo, Mailgun, or Mailjet. We have better performance metrics tracking in particular than in Mailjet or Marketo. It is also easier to see where we have made mistakes in emails and to adjust the code visually than in any of the other platforms
We've never run into any issues with volume. Iterable is always able to handle everything we throw at it. We utilize webhooks and emails. Both perform very well. Webhooks actually perform too quickly and downstream systems need to be able to handle the volume throughput that Iterable can send.
This is a hard thing to qualify with the short amount of time we have had on the platform and with the changes that have occurred since onboarding. iOS 15 was released, so we are learning new ways of measuring the ROI.
The ease of integration with other tools has helped us begin to break into more personalized emails for our customers. We have really only scratched the surface and have so much farther to go!
