Oracle CPQ is a cloud-based application that helps sellers configure the right mix of products or services and create accurate, professional quotes to quickly meet their customers’ pricing needs.
$240
per month per user
Zoho Desk
Score8.3 out of 10
N/A
Zoho Support is a Saas help desk / ticketing system aimed at SMBs. I competes most often with Zendesk, and Desk.com.
I think CPQ had worked so well for our company because of the widespread nature of our associates and tracking orders that were being placed in multiple time zones. My team specifically needed a way of analyzing these orders to track our progress in real time and sort out any supply orders before they became an issue. If you are in a centralized location with a smaller team then this may not yield much use to you.
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
Zoho Desk is a great customer service tool. It is very easy to track the ability to receive tickets and send responses in Zoho Desk. There are lots of options for customization. The knowledge base feature is very extensive and powerful. It makes creating internal and external FAQs easy.
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
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
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
Significant setup time, cost, and maintenance. We have to use an implementation partner
Does not always play well with other software, even Oracle software. While this is improved and being further improved, that it was a third party acquisition means things sometimes require a little extra care
Additional setup documentation and first walkthroughs would be helpful, especially if it was all in one place
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
The biggest drawback that I am facing while using the platform is that their ticketing system is not that great [in my opinion]. It does not give us the option to add sales tax and other charges in the invoices which leads to a big problem for us.
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
So far it is all good with BigMachines, looking for new features since Oracle acquisition has created a lot of expectations. We have outlined our limitations (out of box functionality) in our periodic customer successor advice meetings for a while, hope we get a resolution soon. Also, the BigMachines user license fee has increased a lot in the last three years.
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 software UI can be as complex or as simple as you need it to be (depending on the business). It does require training others on quote configuration and the order in which to build out order positions prior to configuring a quote. Once users are trained;however, it is fairly straight-forward. The UI is still more static than other new wizard/drag-and-drop models, but it get's the job done
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 give [Zoho Desk] [an] overall usability score of 9. This is partly due to the search functionality needs improvement. There are several times where I am left unable to find a ticket and have to generate a new one. I am hoping in the future that they will make some changes!
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
It depends upon the day however there are so many failure points with online services, including our internet service, that this is probably closer to 9 with the latest version
Some specific support personal was good and fixed some problems fast using proper solutions. But when one of them went to sleep when we had critical issues and they do unreported commits to our production environment which caused issues and they were hiding it?? you can not give more than a two (maybe even that is too much). They also failed to add a feature for us which also bring the grade down.
As Zoho Support is based in a different timezone to ours it can be an issue that we cannot get an immediate response to an issue. But I will say that once their Support is in the office they are fairly good to respond. they have resolved almost all issues I have told them about, but Zoho have also made system changes and not communicated these beforehand which means we are faced with something new and cannot get support on this until their support team is in the office
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
They have pretty good training. Our business analysts have been able to go to entry and advanced level training. They have a train the trainer model. Our business analyst attended training, then trained the rest of our staff.
It was a much more technical implementation than we thought. It involved much more code.
Future releases have made and will make administering the tool easier.
EDL consulting had one good developer, but when he was moved off, they were horrible to work with.
The BMI sales team does a “BOA” or a “Business Operation Assessment” which is extremely valuable, not only for them to scope an implementation and get more reach within the organization, but it is also a documentation of business process that most organizations don’t have. It highlights inefficiencies and allows for correction during implementation.
Having a dedicated team (in-house) for implementation is key
Oracle engagement is ahead. They are active in the development of the tool and provide great support after implementation. They also listen to their customers and offer opportunities to feedback and provide input through activities like the customer advisory board forum.
We selected Zoho Desk as we needed a platform that was going to allow the business to grow through both usage and staffing numbers. We wanted something cost-effective but still offered standard features in an effective cloud-delivered solution but would still allow customization by our internal dev team, to derive better value from the service where it natively didn't do what we needed it to. FreeAgent was okay for a while, but Zoho Desk has allowed a vast improvement in our service offering to end customers.
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
Increased Sales Rep efficiency. Being able to create multiple quotes ACCURATELY and quickly was a game changer.
Large implementation time. It's a little difficult to fit BMI into a SCRUM style build, with multiple working models and prototypes of all 3 simultaneously.
A larger fee for licensing and implementation cost. ROI wouldn't be realized in the first year.
Zoho Desk has created an organised sytem of support which alows me to help my customers more efficiently.
By saving resolutions as articles, Zoho Desk has provided a training resource for current customers and support staff as part of solving problems.
All new customers become part of a database of customers who continue to receive support and education from forums created by the articles and customer questions.
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
