We use ETQ Reliance in our US plants and HQ, a total of five physical locations. We initially chose Reliance to replace a legacy system that ran on IBM Domino/Notes. We use several applications including Document Control, Incident Reporting, Change Management, CAPA, and Calibrations. Using Reliance allowed us to get several legacy applications out of separate Notes databases on to one platform giving better visibility to users.
- Great aggregation of actions across multiple processes in one place.
- Relatively easy to configure to fit company-specific processes but also a good out of the box solution
- Able support all ISO management system needs (quality, environmental, occupational health, and safety)
- SaaS or cloud availability
- Support has been hit or miss at times. Purchasing a higher level of support (a new 'feature') helps to assure more consistent support staff; otherwise, you get passed among staff.
- Ability to do drag and drop configuration is good, but you will need someone who can do object-oriented coding (Python-like) to really optimize if you don't use out of the box
- Better, more up to date technical content. Each application really does the same thing in moving documents via workflow, but it would be good to have better technical content, e.g. ISO 14001 questions for audits.
If you can use ETQ Reliance out of the box, likely if you are not replacing another system and you can be flexible in reconfiguring manual business processes, then this is a good choice. If you want to do heavy company-specific configurations, you will need to invest in training for staff to understand the simple configuration as well as the Reliance scripting language. Having an overall SME for the application is critical if it will be used across multiple plants or management systems so coordination between users can be done.
At the basic support level, you get adequate support, but you are likely to be passed around from one tech support rep to another even on the same problem. Some of the support staff are both technically strong and have good interpersonal communication skills, others less so for the latter. Recently it seems that ETQ wants to monetize more of their support services both in multi-level support as well as in seeming to move some services from included in annual support to a fee basis (for on-premise deployment).