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).
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SAP Service Cloud
Score 8.7 out of 10
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SAP Service Cloud helps deliver customer value and protect the brand with intelligent customer service. It enables the user to engage with customers at their convenience, connect service with the value chain and deliver greater profitability.
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 is well suited for Analytics, Customer Relationship Efficiency Engagement, and best suited to help decrease Infrastructure maintenance costs for Organizations. Learning for new bees is a little difficult to grasp with the features/functionalities. The Software is a little complex from the setup and configuration point of view. Reporting capability can be improved as it is a highly effective CRM.
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.
SAP Service Cloud pulls together messages from different channels - emails, calls, social sites - into one dashboard. This means we can quickly see and respond to any customer question or concern without jumping between different tools.
It streamlines our workload by automatically categorizing and prioritizing customer issues. This ensures that urgent banking matters are addressed immediately and no query is left unanswered.
The built-in knowledge base is a lifesaver. When a customer has a common question or issue, we can quickly reference or direct them to pre-existing solutions, speeding up the resolution process.
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
Integrating SAP Service Cloud with non-SAP systems can be challenging, i faced some hurdles when my IT team took 3 months to integrate the billing data from some other vendor and the system would run slow if you try to pull billing data
Slow loading of the pages as compared to other consumer tech softwares we use
Implementation costs and complexity of implementation makes it an option only for large enterprises with huge IT teams (and it can take a few months to implement)
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.
I have found that sometimes issues reported to the SAP takes more time also they lack system support with respect to the priority . Also we don't see RCA for the issues raised. Also turn around time for the issues is not fixed as the support is global sometimes the issues float here and there.
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 went with SAP Service Cloud instead of Oracle Cloud Platform because it is like a custom-made tool for big companies, seamlessly working with our other systems. It helps us manage complex tasks and customer interactions better, making everything smoother and more efficient. It just fits well with how we do things.
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!
positive impact: Enhanced Productivity: The platform's automation and knowledge management capabilities can boost agent productivity. Agents can handle more cases in less time, leading to cost savings and potentially higher revenue through increased sales opportunities.
negative impact: Complexity: If not properly configured or if it doesn't align with an organization's specific needs, SAP Service Cloud's complexity can hinder user adoption, leading to inefficiencies and potentially negative ROI.
