TrustRadius
https://media.trustradius.com/product-logos/W6/pH/L5R5TEOWOWEH.JPEGAgiloftFast, automated agenda and record keeper2018-08-16T17:38:12.058ZGTS LLC uses Agiloft Service Desk as a way for us to keep track of the items to address in our process of moving towards where we want to go. Myself and the other project managers, are not just managers, but also hands on. We have many projects to jump from and to. While this is not the ideal way to handle projects, it is how we keep them going without dropping the ball... as much.
Items that need to be addressed big or small are entered into the system. We categorize them as tasks or projects, then as we complete them we record the solution and who all cooperated and propelled us to the solution. As you can imagine this data comes in handy for many reasons. We could use this across the whole operation with a bit more time.,Keeps track of agenda items
Keeps track of hours spent on projects by contributor
Keeps a record of solutions,I find it hard to customize the menus and some of the logic flow. However, Agiloft has always helped us out and at a very affordable cost to us.
The cost per user after the first 3 is somewhat costly.,10,Helps us organize tasks and projects and the data associated with each project
Helps us organize our resources to meet the demand of issues and events
This has helped us keep moving forward during times we otherwise would have pulled back.
Completely revolutionized our way of work life. Upwards of approx 300 percent productivity and complexity..,IBM Tivoli Change and Configuration Management DatabaseMatt GibsonHelp Desk software that requires no programming2017-09-20T17:36:49.789ZThe end-users have a separate interface from the tech-staff user which is very simplified and will auto-route the requests to the correct support team. The auto-routing is based on the request type, the user’s support team and if the support handles that type of request. If the user support team doesn’t handle that request type, the system will route the request to the default team for that type of request.
The product has decreased our time to resolve support issues.,Fully GUI based interface that has drastically reduced the time to add new features/workflows.
The product was very easy to deploy and add features like Single-Sign On and user provisioning from our internal DataWarehouse. Again, vendor support was a big help while implementing those features.
The workflows include a very comprehensive rule-based system that can trigger various actions like escalations, emails, changes of request state and more. All without any coding. Again, fully GUI based.,The documentation was a little dated, but they have recently updated the online help and now it is in line with the current version features.,10,We have been able to reduce the time to resolve service related issues drastically. We also use our system for account requests, assets management, software requests and handling confidential issues with added security and that table.,,JIRA Software, Slack, ZoomDon RuxtonWhy we love Agiloft2014-03-21T22:50:03.513ZWe have used Agiloft for many years for tracking bugs, enhancement requests, and other issues on our software and consulting projects.
We have also used to to create a sophisticated online tool to find and share energy data called Megajoule.org.,Agiloft is amazingly flexible, making it fast and easy to customize and develop sophisticated systems.
It has an astonishingly complete set of features. It can do everything we have wanted it to do.
Agiloft's customer support is great. They always provide a rapid response to our questions.,Its feature set is so complete, we have yet to find it missing something that we needed.
I wish we could automatically transition our CRM from Salesforce into Agiloft,10,We have used it for many years for our bug/issue tracking, smoothly and efficiently.
For our knowledgebase application, we were able to develop it about five times faster than if we had to program it using conventional tools.,,2,10,Implemented in-house,10,10Max HenrionAgiloft - it's almost like you designed everything yourself!2014-01-29T23:40:12.456ZI spent several months searching for a good CRM software package. I was looking for a solution that was first and foremost easy to learn and use without requiring too much training time for our staff. It also needed to be robust enough to grow with our business and handle more aspects than just tracking calls and support cases while still being reasonably priced.
I evaluated several different CRM softwares before I finally came across EnterpriseWizard, now known as Agiloft. Most of the other CRM software packages were either too complicated or time consuming to setup and customize, or they were too expensive, many of the companies charging additional fees for each additional module or function.
With Agiloft, all of the modules are included, so there are no extra fees for activating additional modules. All we have to do is enable the new functions we want to use, and then customize them for our specific needs, so our Agiloft knowledgebase and functionality can grow and develop as we grow.
The Agiloft software is the most flexible and fully customizable CRM software package I found, and it goes well beyond the standard CRM functions. We were able to get started almost immediately by using the default setups included, and we were able to customize our configuration based on our needs with just a little guidance from Agiloft’s very knowledgeable team. We are able to track almost every aspect of our business in our Agiloft knowledgebase including the initial communications and demos for potential clients, equipment orders and installation training schedules, and the follow-up support and modification requests from existing clients.
We have been using Agiloft for well over a year now, and we find it hard to understand how we ever got along without it.,Automated Workflow that facilitates constant communication keeping all parties on the same page
Unparalleled versatility allowing new modules to be easily activated as the company grows and expands
Intuitive GUI that makes training new employees quick and easy,The wide range of the Agiloft software functionality can make it seem overwhelming to customize.
Currently, they offer a week-long, in-depth training class that would be more helpful to me if it was offered online as it is difficult to commit to being out of town for a week to attend the training.,10,More efficient internal communication based on a centralized knowledgebase accessible anytime from anywhere
Faster external communication with clients due to the automated workflow functionality,,11,1,10,No,Price
Product Features
Product Usability,Implemented in-house,8,9Steve TherouxEase of customization and flexibility make Agiloft our first choice for automating business processes2014-02-19T17:31:24.134ZWe chose Agiloft to replace NetSuite for CRM (Customer Support Automation), SFA (Sales Automation), and general business process automation. However as we have used it, we're starting to consider it for other tasks as well. Currently our operations/support and sales/marketing organizations are using it. We switched from NetSuite CRM to Agiloft, because Agiloft could address fully custom support flows and timings which were necessary for our business. Netsuite made it impossible to respond to service requests as quickly as our SLAs promised our customers, and forced us into a standard support process that did not match our value proposition for fully managed high performance cloud services.We are switching from NetSuite SFA to Agiloft SFA because our sales people and managers, like in most companies "have their own way" of doing things and want the tool to support them in it rather than forcing them to comply with a standard method or requiring expensive and extensive professional services. We are investigating switching our billing from NetSuite to Agiloft because we have confidence in Agiloft's management team and their intention to listen to what we need and provide it as fast as possible. Our operations department is investigating using Agiloft for IT systems management, both for ITIL and as a human-accessible hub for cloud provisioning and billing information.,Easy coding-free customization and process-oriented customization interface allows us to delegate ownership of business processes to the layer of management closest to the users of the services Agiloft provides, allowing us to rapidly adapt to new business needs and avoid expensive and slow professional-service based development cycles or a dedicated in-house admin team.
Extremely flexible, so we are starting to use it for all kinds of things that we never originally intended it for, including managing change control for our customers, contract management, etc. People in our organization tell each other how effective the tool is which encourages using it to solve problems.
The product is clearly designed with forethought and ingenuity, which pays off repeatedly when trying to address a new application. The cleverness of coding-free customization endears it to its administrators.
High quality support and professional services from a well-trained onshore team are available so we never felt as though Agiloft stood in the way of implementation.
Though we have only minimal usage so far, Agiloft offers a lot of different ways to interface to other systems, which will keep it relevant as we build out our automation and encourages us to use it as a central repository that can be easily accessed, processed, and modified as necessary, enabling its automation features to make good decisions that support automated service delivery to our clients.,The look and feel is behind the latest offerings from competitors which can make getting users to switch to Agiloft difficult. In particular, there are limitations on formatting, placement, and type of custom elements on pages, or even custom pages themselves that contain unstructured content (essentially a custom dashboard.) These limitations have in practice not yet kept us from getting what we wanted done with the product.
The flexibility of the product begs for more nearly-complete custom applications (customizations) that can be instantly deployed and then tweaked to meet our needs. Creating one is easy enough, but this would speed the process even more.
I wish there was more financial functionality. Everything we do ties to the money, and being able to manage the money from the same app (AR/billing is the most important to us) would help a great deal.,8,We are able to offer industry leading support and service SLAs to our clients because Agiloft can automate our support process, unlike other tools we have looked at.
We are able to automate our own sales process rather than follow a prewritten one, which promotes adoption of sales force automation. (Most sales departments are full of individual tools each person uses to get around the limitation of the company's provided tool!)
We are able to automate many processes we never thought we would be able to without custom coding. We're only starting to scratch the surface of what we think we can use Agiloft for.,,10Eric NovikoffA Product for our Future Growth2014-05-14T20:28:33.051ZWe use Agiloft to track calls at our software helpdesk and mange requests by our software users. We are able to generate activity reports for our help desk staff, trainers, and software programmers. These reports allow us to provide better training for internal staff as well as our software product users. We are also provided valuable feedback for product improvement.,Personalize for "US"
Very Easy to Use,Feasible Training Opportunitied,10,Effective Training for our help desk staff
Improved Training for our software product users
Valuable feedback for product enhancements
Valuable feedback for new product development
Grows with us as we expand for the future,,6,2Lanetta AshleyAgiloft provides Flexibility, Performance, Reliability, and strong Professional Services. They are eager and effective Partners.2014-03-24T22:05:10.779ZAgiloft is being used across the organization for 1) Tracking defects, issues, or questions about application/product issues, 2) Making and processing service requests, 3) Making and processing Application Configuration requests.,Agiloft's performance has been excellent. This includes 1) Scalability, 2) System response, and 3) Reliability. We have not had a reported issue with the system for at least 2 years.
Professional Services. When we had an issue interfacing with an external data mart we brought in Agiloft's Professional Services and got a quick, cost-effective solution.
Strategic Planning. As we look to the future we are hoping to move to the ITIL model. We love Agiloft's solution and have embraced it as our future direction.
Flexibility. This includes 1) Custom form design, 2) Routing based on just about any criteria, 3) Addition of attributes, 4) Search capabilities for end users.,We are primarily a Microsoft IT Shop. We would love to support/integration with SQL Server Reporting Services.,10,Nobody likes filling out "tickets." Before Agiloft we had great difficulty getting users to comply. This resulted in 1) ineffective tracking (too many e-mail and phone call reports). With the user's strong adoption of our Agiloft platform we have achieved efficiency in handling our user's issues and requests. This has resulted in 1) fewer "lost" or :delayed" requests and has assisted our business in meeting their process objectives in a timely manner.,Salesforce.com,9Robert KaplanAgiloft Review from Healthcare Non-Profit2014-02-02T00:07:00.684ZWe use Agiloft software to track our sales, contracting, invoicing, and customer training aspects of our business operations team. Because the tool is so adaptive, we are constantly adding new features for our end users, such as building a project management tracking tool that we built completely internally. We are demanding as far as data analysis and report generation are concerned, so we really rely on the tool to provide us with quick running and easily customizable reporting capabilities.,Ability to build an entire CRM tool from scratch without any previous programming experience. This also enables you to make changes or add new features to your tool quickly and cheaply.
Agiloft CRM additionally excels at having the ability to automate tasks, such automatic templated emails, to updating specific records based upon conditions. The automation has freed up my team from mundane tasks.
Agiloft CRM also has great built in reporting capabilities the enable you to quickly design customized reports for your staff. Reports can be scheduled to run at any frequency you choose, which is great for management style monthly or weekly report updates. I simply schedule the reports, and they are in management's inbox when they arrive in the morning.
Agiloft's customer support so far has been very good, and I typically get responses back the same day I send in the ticket.,They could build a slicker look to the graphical charts output for the reports. These look a bit dated, and I would like the ability to customize them more.
I find that some features of the tool are difficult to find, and aren't necessarily in the most common sense of places. This definitely eases with experience with the tool, but initially it will take some time just to figure out the setup of the tool and where things are located. For example, permissions can be set on many different levels, which is great, but logically finding where to find the differing permission levels is difficult at first. I would suggest attending their admin training session to initiate yourself with the tool at first, so you're not as reliant on Agiloft initially to guide you in building the tool, which can get expensive.,9,Employee efficiency is much higher, as they aren't spending time on tasks that don't add value.
From a sales perspective, we have a much better view on what is in the pipeline, and what the likely conversion % is.
Overall, we are much more organized due to the tool, and I think mainly it is due to the increased visibility that is possible. Tracking processes, automating reminders, etc makes our operations department run much more effectively. We are looking forward to how much more we can get out of the tool in the future.,,9Michael CaninoThe ability to create processes for everything, and one place for all the processes2014-01-23T23:26:15.192ZAgiloft is used by our entire organization, a company of about 25 employees. The primary purpose is to manage the workflow of our product development. The ultimate goal is to have this start at quoting, go through all operations teams until product delivery, and finalize with invoicing. We are currently creating this workflow, piece by piece, as we learn more about Agiloft and what it can do for our company.
It is helping to make the large number of processes we have more automatic, which makes things easier and reduces errors that manual processes can create. It creates automatic emails that employees used to have to create every time. Instead, they now click a button and Agiloft does the work for them. It also makes information more consistent, connects related information together, and gives us one centralized location for our records.
We also use it for several non-production processes, including time off requests, new hire on-boarding, internal projects, and employee recognition. We anticipate that we have several more months of work to build up everything we want to have on Agiloft.,Customization. We are able to take the foundation and default set up and turn it into exactly what we need.
Support. Although a ticket system and dealing with support almost exclusively online seemed not ideal to us at first, we know we can rely on Agiloft's support team to get back to us quickly and help us to find a way to do something, fix issues that are going on, and answer any questions we have.
Easy to learn. Although there is a LOT to learn, most of it has been intuitive and easy to follow. It's easy to try out different setting to see what will happen one way versus another.
Charts and Reports. Being able to see data in many, many different ways through the searches and views. Automatically emailed reports are extremely helpful.,Documentation. The Administrator Manual gives some information, but we end up just going to Support a lot of times to help us figure out how to do something.
It would be extremely helpful to see what other employees with other permission levels can see, without having to go to their computer and view it from there. It seems like this is only possible in the Charts/Reports section.
There seems to be several bugs related to working with an external database. Nothing major, but little hiccups now and then can get a little frustrating.,10,Increased efficiency on certain processes. Our time sheets were done previously in excel spreadsheets, which HR had to constantly remind everyone to do because they hated it. We created a tool for logging time sheets which is much easier and faster to do, and now employees don't dread it (as much). We also use print templates to automatically create documents to send to our clients, which previously had to be created manually. It also allows for information to be viewed at anytime, instead of waiting for someone to close a document first.
Linking together of information, and having one place for everything. Previously, we never had one place to store information and records. We had one place for this information, another for that information, and sometimes information went to one place and sometimes in some other place. We also used different tools for different things. Emails for this, our wiki for that, an excel spreadsheet for this other thing. Agiloft has allowed us to have one place where employees will go to do everything from requesting vacation days to doing tasks related to our product, to recognizing another employee's accomplishments.
Decreased efficiency on certain processes. However, there is a silver lining to this. These processes were previously as simple as you can get - logging information into a text file, which is then added to by other employees. There were no controls, no major checks, and things could easily be missed. Agiloft's system allows us to do things so that everything stands out and is seen, checked, and recorded in a much better way. The trade off for less efficiency is tough, but it will be worth it in the long run as we are more effective and accurate.,,10,25,2,Using it to help manage our entire production workflow.
Managing employee Time Sheets.
Ability to connect and link data from table to table.,Created a new way to produce Time Sheets which made it more efficient. We are also able to see how much time was put into a specific product.
As a complete CRM product, when we were starting to consider replacing our current program.
File versioning gives us exactly what we were looking for in a Document Management System.,Quoting, Invoicing, and working with QuickBooks to help our finance team.
Improving communications through notifications and updates.,9,Yes,This ties back a little to the previous question, but we performed an upgrade which caused Agiloft to produce an error when we tried to update it with information from our external database. This is the core to all of our processes, and although we had a temporary work around, it was far from ideal and could only work for a few days. The support team and the developers had a solution to fix the issue in about a day and a half, which no doubt required a lot of emergency work on their part, especially because they likely have tons on their plate already. We appreciate what they did to get us back up and running.,Creating tables is very straightforward and intuitive.
The customization of using linked fields and actions buttons allows us to create forms that will show and do exactly what we want.
Searches and views are very easy to set up and customize.
The dependant choices wizard on choice fields was extremely easy to figure out, and worked right on the first time.,Permissions are very tedious because there are so many different levels of them. Not being able to see what the permissions look like for a specific group would make this much easier.
Charts and Reports are not as easy or as intuitive to use as the rest of the program.
Not being able to edit the information in a record from the table view makes some processes less efficient.
Not being able to duplicate a field and only change the name makes creating tables, which is usually easy, very tedious and cumbersome. If I'm creating 10 fields where the only difference is the name, but each involves me changing 10 options, it's hard to remember all of those options each time and make sure everything is set up correctly the first time.,Yes, but I don't use it,8Elizabeth LepistoAgiloft review2014-02-17T23:59:59.500ZAgiloft is being used across our company to support our telecommunications repair service business and track customer orders. Agiloft also communicates efficiently with Quickbooks which we use for billing purposes. With multiple locations, Agiloft maintains a level of consistency throughout the company. Agiloft also allows us to track inventory levels of repair components as well as spare inventory.,Superior customer support
Ability to customize to our specific needs
A great partner,We have been using Agiloft for over a year and have had no complaints.,10,Consistency throughout company
Ease of creating daily reports to support day to day operations
Link between production and accounting,,10Chris CarrollAgiloft: Simplicity and Agility at it's best!2014-03-17T22:22:56.860ZWe utilize AgiLoft as the solution for our state-wide Service Desk Solution supporting 6,000 users in a state agency and higher education environment across 290 locations. AgiLoft has been a critical component of our centralized service desk architecture.,Quick and easy Deployment
Ease of workflow adjustment
Customization is simple and quick to perform,Customer portal GUI and template deployment,10,Facilitated tracking of state-wide enterprise IT service desk data management
Has allowed us to maintain a small centralized service desk team to support our highly diverse environment
Allows us to centrally managed and track our customer service interface with customers to insure a high level of service.,,10Verified UserPowerful, customizable solution2014-02-21T20:36:18.856ZWe use Agiloft as our customer-facing portal for support and service requests. In addition to supporting our internal workflow to quickly resolve customer needs, it allows the customer's internal users to collaborate and stay informed. We ultimately plan to use Agiloft for our internal users to request support and services as well.,There is a great deal of flexibility available to configure the product to meet specific needs.
The notification system is particularly robust, although in order to send text messages we must send email to #####@cellprovider. It works well though!
The rules and workflow help to standardize internal processes and improve ease of use for both end users and employees.,With flexibility comes complexity, so we have needed to use consulting time to implement some of our needs. The learning curve can be steep, but the product can accommodate nearly any scenario.
At one point we seemed to have some performance issues, but those seem to be in the past.
The text messaging integration would be nice.,9,We have improved response time and quality (because rules allow us to route support cases directly to the responsible team rather than just an "answering service").
We have improved the quality of the data we are capturing about support cases and service requests which we can more effectively feed back into product development.
We have reduced employee stress about support.,vivantio,manage engine,10Verified User
Windows, Linux
Agiloft Flexible Service Desk Suite
15 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
