Soffront CRM vs. SolarWinds Web Help Desk (WHD)

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Soffront CRM
Score 7.0 out of 10
Enterprise companies (1,001+ employees)
Soffront offers Soffront CRM Software for Sales, Marketing and Service, which the vendor says is a comprehensive, yet user-friendly platform. All submitted, assigned and resolved cases are tracked within a customizable dashboard. Customer support ticket submissions are automatically routed to the most knowledgeable reps, ensuring the best support. Service Level Agreement (or SLA) Alerts make sure support never falls below committed levels of service. According to the vendor, the product…
$20
per month
SolarWinds Web Help Desk (WHD)
Score 7.7 out of 10
N/A
SolarWinds Web Help Desk is ticketing and IT asset management software. It is designed to simplify help desk management. This solution includes built-in ticketing management, asset management, change management, and knowledge base capabilities.N/A
Pricing
Soffront CRMSolarWinds Web Help Desk (WHD)
Editions & Modules
1,000 Emails
$4.00
per month
5,000 Emails
$15.00
per month
10,000 Emails
$25.00
per month
No answers on this topic
Offerings
Pricing Offerings
Soffront CRMSolarWinds Web Help Desk (WHD)
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Soffront CRMSolarWinds Web Help Desk (WHD)
Top Pros
Top Cons
Features
Soffront CRMSolarWinds Web Help Desk (WHD)
Sales Force Automation
Comparison of Sales Force Automation features of Product A and Product B
Soffront CRM
7.8
2 Ratings
0% above category average
SolarWinds Web Help Desk (WHD)
-
Ratings
Customer data management / contact management9.02 Ratings00 Ratings
Workflow management6.02 Ratings00 Ratings
Territory management7.31 Ratings00 Ratings
Channel / partner relationship management9.02 Ratings00 Ratings
Customer Service & Support
Comparison of Customer Service & Support features of Product A and Product B
Soffront CRM
5.0
2 Ratings
41% below category average
SolarWinds Web Help Desk (WHD)
-
Ratings
Case management5.02 Ratings00 Ratings
Help desk management5.02 Ratings00 Ratings
Marketing Automation
Comparison of Marketing Automation features of Product A and Product B
Soffront CRM
9.5
2 Ratings
21% above category average
SolarWinds Web Help Desk (WHD)
-
Ratings
Lead management10.02 Ratings00 Ratings
Email marketing9.02 Ratings00 Ratings
CRM Project Management
Comparison of CRM Project Management features of Product A and Product B
Soffront CRM
6.1
2 Ratings
22% below category average
SolarWinds Web Help Desk (WHD)
-
Ratings
Task management8.21 Ratings00 Ratings
Reporting4.02 Ratings00 Ratings
CRM Reporting & Analytics
Comparison of CRM Reporting & Analytics features of Product A and Product B
Soffront CRM
4.7
2 Ratings
47% below category average
SolarWinds Web Help Desk (WHD)
-
Ratings
Forecasting4.02 Ratings00 Ratings
Pipeline visualization6.02 Ratings00 Ratings
Customizable reports4.02 Ratings00 Ratings
Customization
Comparison of Customization features of Product A and Product B
Soffront CRM
7.0
2 Ratings
9% below category average
SolarWinds Web Help Desk (WHD)
-
Ratings
Custom fields7.02 Ratings00 Ratings
Security
Comparison of Security features of Product A and Product B
Soffront CRM
7.0
2 Ratings
18% below category average
SolarWinds Web Help Desk (WHD)
-
Ratings
Single sign-on capability6.02 Ratings00 Ratings
Role-based user permissions8.02 Ratings00 Ratings
Social CRM
Comparison of Social CRM features of Product A and Product B
Soffront CRM
6.0
2 Ratings
21% below category average
SolarWinds Web Help Desk (WHD)
-
Ratings
Social data7.02 Ratings00 Ratings
Social engagement5.02 Ratings00 Ratings
Platform
Comparison of Platform features of Product A and Product B
Soffront CRM
7.0
2 Ratings
7% below category average
SolarWinds Web Help Desk (WHD)
-
Ratings
Mobile access7.02 Ratings00 Ratings
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Soffront CRM
-
Ratings
SolarWinds Web Help Desk (WHD)
9.7
19 Ratings
18% above category average
Organize and prioritize service tickets00 Ratings9.619 Ratings
Expert directory00 Ratings9.913 Ratings
Subscription-based notifications00 Ratings9.717 Ratings
ITSM collaboration and documentation00 Ratings8.914 Ratings
Ticket creation and submission00 Ratings9.79 Ratings
Ticket response00 Ratings9.89 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Soffront CRM
-
Ratings
SolarWinds Web Help Desk (WHD)
9.3
8 Ratings
15% above category average
External knowledge base00 Ratings9.36 Ratings
Internal knowledge base00 Ratings9.38 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Soffront CRM
-
Ratings
SolarWinds Web Help Desk (WHD)
9.3
9 Ratings
16% above category average
Customer portal00 Ratings9.48 Ratings
Social integration00 Ratings10.04 Ratings
Email support00 Ratings9.79 Ratings
Help Desk CRM integration00 Ratings8.04 Ratings
Best Alternatives
Soffront CRMSolarWinds Web Help Desk (WHD)
Small Businesses
Salesmate
Salesmate
Score 9.6 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
SAP Business ByDesign
SAP Business ByDesign
Score 7.7 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
SAP Business ByDesign
SAP Business ByDesign
Score 7.7 out of 10
SAP Service Cloud
SAP Service Cloud
Score 9.1 out of 10
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User Ratings
Soffront CRMSolarWinds Web Help Desk (WHD)
Likelihood to Recommend
7.0
(2 ratings)
8.1
(19 ratings)
Likelihood to Renew
-
(0 ratings)
10.0
(4 ratings)
Usability
8.0
(1 ratings)
10.0
(3 ratings)
Support Rating
7.0
(1 ratings)
10.0
(9 ratings)
Implementation Rating
-
(0 ratings)
10.0
(4 ratings)
Configurability
-
(0 ratings)
10.0
(1 ratings)
Ease of integration
-
(0 ratings)
9.0
(1 ratings)
Vendor post-sale
-
(0 ratings)
9.0
(1 ratings)
Vendor pre-sale
-
(0 ratings)
8.0
(1 ratings)
User Testimonials
Soffront CRMSolarWinds Web Help Desk (WHD)
Likelihood to Recommend
Soffront
Lead generation and follow-up with sales are well suited. Social media integration and reporting/dashboards for insights can be improved.
Read full review
SolarWinds
SolarWinds WHD is well suited if you have a limited budget, as it costs less than many help desk software packages that are more full featured and modern in their design. It is not well suited to an environment where you want to manage inventory, users, purchases and tickets all in one package. It has an asset feature that we don't use but that looks quite limited. We track our assets and users separately from this.
Read full review
Pros
Soffront
  • The email marketing platform is wonderful. It allows for tracking and you can do AB testing with it as well.
  • Landing page and form placement with other companies have also been easy. Regardless of website or landing page that you use the forms integrate and you get an email notification whenever a new lead is added to the database.
  • The overall layout of the CRM is also nice to use. You can open up different tabs with information on and then go back to a previous tab without having to use the browser controls. It makes navigating and comparing information very easy to do.
Read full review
SolarWinds
  • Customized reporting allows us to track our service and support better, and find where we need improvements. This allows us to constantly upgrade our service levels and keep the customers happy.
  • Detailed tracking and response to the end users have led to quicker remediation of tickets. We are able to see where we need a better response or where to add additional resources for support.
  • Overall metrics allow us to staff properly for our tickets by location and remote users.
Read full review
Cons
Soffront
  • Reporting
  • Loyalty features
  • Social media integration
Read full review
SolarWinds
  • Because of AD integration, users sometimes try logging in with their email address and not AD credentials. The user then calls stating they can't put a ticket in, it would be nice if there was a method of matching the AD Email field with a login.
  • Setting up new techs with the building they are responsible for can be a little messy
Read full review
Likelihood to Renew
Soffront
No answers on this topic
SolarWinds
We are definitely going to be sticking with Web Help Desk for the foreseeable future since the product is very inexpensive for the features that it provides, the integration that it has with our existing systems, and the ease for managing users, assets, locations, and tickets. Web Help Desk is a great product that is backed by even better support, which is well worth looking into if you are considering moving to a new ticketing system.
Read full review
Usability
Soffront
Intuitive UI. Responsive. Features can be accessed very easily. Not a lot of big white spaces between fields and buttons. Straightforward.
Read full review
SolarWinds
The system has time and time again proven to be much easier to use and setup for both technicians and end users. It is simple enough to enter a ticket for end users, and even easier to communicate with logging back and forth because you can reply to the ticket emails to enter comments on the tickets. The technician side is a little clunky at first, but after looking at it for a few minutes it's very clear to see what you need to do to accomplish the goals. The mobile interface is snappy and responsive. It's a great product overall.
Read full review
Support Rating
Soffront
Reaction times and relationship with vendor is very good. Good answers and solutions to problems/issues logged.
Read full review
SolarWinds
SolarWinds is a great customizable and affordable ticketing system. We use SolarWinds Web Help Desk for IT and Software
Development trouble ticket tracking and resolution. The reporting that
SolarWinds provides is great since it helps us discover problem areas and fix
those areas so they don't keep reoccurring
Read full review
Implementation Rating
Soffront
No answers on this topic
SolarWinds
Take the time to roll out a test VM to configure and make changes to before doing a live deployment, this way you don't end up with a VM that has been tweaked and re-tweaked until it's perfect and instead end up with a final, polished product. I would also recommend taking the time to read through the support forums for figuring out minor issues that may pop up, chances are that you aren't going to be the first one to encounter them. When all is said and done, SolarWinds Support is VERY responsive and you shouldn't hesitate to contact them.
Read full review
Alternatives Considered
Soffront
Soffront performs many of the same functions as both of these providers but it offers a great deal more all in one place. I do not have to log into different programs or switch programs to get the information that I need. This has greatly increased efficiency. The pricing for Soffront is also better when you add in the other features that it comes with, in fact it saved me money when I switched.
Read full review
SolarWinds
Web Help Desk is definitely lacking in the UI/UX department compared to most other ticketing systems I have used int he past. It's very utilitarian; however, what it lacks in UI it makes up for in extensibility and customization. The main issue that the developers need to address is the use of a Web Objects back-end.
Read full review
Return on Investment
Soffront
  • The software has been positive for especially on the email marketing side. I have seen about a 23% increase in revenue and new contacts by using the email marketing feature.
  • The landing page and form integration has averaged me about 20 new leads a month for my business which is plenty to keep us busy and on track for growth of the business.
Read full review
SolarWinds
  • Amazing impact on our Organization, we are much more organized since we implemented SolarWinds Web Help Desk
  • The ROI is in the statistics! The application cost pennies to run compared to what the product will do for your organization.
  • I challenge you to find a better product for the price!
  • Our documentation has improved since we implemented SolarWinds Web Help Desk
Read full review
ScreenShots

Soffront CRM Screenshots

Screenshot of Customer Service Dashboard

SolarWinds Web Help Desk (WHD) Screenshots

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