Name: Fortifi
Author: Fortifi

Help Desk

Web and Video Conferencing

Customer Support

Version Control

Development

Alumni Management

Education

Business Intelligence (BI)

Collaboration

Contract Management

Enterprise Legal Management

Policy Management

Project Portfolio Management

Enterprise

Accounting

Finance and Accounting

Applicant Tracking

Corporate Learning Management

HR Management

HR Service Delivery

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Cloud Storage

Converged Network Adapters (CNAs)

Data Catalog

Data Center Networking

Data Integration

Database Load Balancing

Density-Optimized Servers

Fraud Detection

Integration Platform as a Service (iPaaS)

Managed DNS

Managed File Transfer (MFT)

Managed Hosting

Mobile Application Performance Monitoring  (APM)

Mobile Device Management (MDM)

Network Diagnostics

Network Performance Monitoring

NoSQL Databases

Observability

Server Management

Time Series Databases

Unified Endpoint Management (UEM)

Information Technology

A/B Testing

Account-Based Marketing (ABM)

Ad Serving & Retargeting

All-in-One Marketing

Audio Editing

Content Management

Contest Management

Customer Journey Analytics

Digital Asset Management

Email Marketing

Marketing Analytics

Marketing Automation

Mobile Advertising

Mobile Analytics

Press Release Management

Product Information Management (PIM)

Social Media Analytics

Social Media Management

Survey & Forms Building

Video Collaboration

Web Analytics

Marketing

Project Management

Wireframing

Professional Services

Call Recording

Customer Communication Management

Customer Relationship Management (CRM)

Presales

Sales

Civil Engineering

Construction Workforce Management

Dental

Loan Servicing

Patient Engagement

Revenue Cycle Management (RCM)

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### Customer Management
Users generally praise Fortifi's customer management capabilities, highlighting its ease of use and ability to centralize customer information effectively. While some users appreciate the convenience of managing customer details in one place and the user-friendly interface, others express concerns about the software's tendency to experience frequent breakdowns despite regular updates. The application's feature of integrating various communication channels like phone, email, and live chat for customer interactions receives positive feedback for enhancing customer engagement. Despite some users finding the pricing relatively high compared to other software options, Fortifi's all-in-one approach to customer management seems to be a key selling point for many businesses.

### Support and Service
Users consistently praise Fortifi for its exceptional support and service functionalities, highlighting the ease of tracking support emails and resolving issues efficiently. The integration of 'canned responses' and the creation of a comprehensive Knowledge Base have significantly enhanced the overall support service, leading to improved customer satisfaction and streamlined support processes. Affiliates and users alike have lauded Fortifi's support team for their prompt and effective assistance, underscoring the platform's commitment to providing top-notch support services.

### Ticketing and Issue Resolution
Users consistently highlight Fortifi's ticketing and issue resolution as a key strength, emphasizing the platform's efficiency in tracking and resolving customer issues. The automatic creation of tickets from support emails streamlines the process, ensuring no client is left unattended. The use of canned responses further enhances support staff's ability to address and resolve issues promptly, leading to positive feedback from clients. The Knowledge Base feature is also commended for its user-friendly design and comprehensive content, aiding users in quickly finding relevant information to address their concerns.

### Product Offerings
Users consistently highlight Fortifi's product offerings as a key strength, emphasizing its robust functionality and user-friendly features. The ability to easily create and update content within the Knowledge Base, coupled with the efficient resolution of client issues through canned responses, has significantly enhanced user experience and satisfaction. The search tool within the Knowledge Base is particularly praised for its effectiveness in guiding users to relevant content swiftly. In summary, user sentiment leans heavily towards Fortifi's product offerings being a standout feature that adds substantial value to their overall experience with the platform.

### Affiliate Management
The feedback from users regarding Fortifi's affiliate management capabilities is consistently positive. Users appreciate the ease of use and efficiency that Fortifi brings to managing affiliates. The clear and detailed reports provided by Fortifi are particularly valued by both advertisers and affiliates. Switching to Fortifi has significantly improved the affiliate management experience for users, who find it to be a vast improvement over previous systems they have used.

Fortifi is a cloud-based business management platform that aims to streamline sales, marketing, billing, and customer support processes. According to the vendor, Fortifi is designed to cater to businesses of all sizes, from startups to mature enterprises. It is particularly suited for marketing agencies, software companies, IT support companies, call centers, and small to medium-sized enterprises (SMEs) across various industries.

## Key Features

**Marketing**: According to the vendor, Fortifi brings together the entire marketing funnel, from sourcing visitors to converting customers. It offers the ability to create and deliver targeted email marketing campaigns and set up autoresponders to nurture leads and onboard new customers. Fortifi also provides insights and analytics to track the performance of marketing campaigns.

**CRM**: Fortifi's CRM is designed to help businesses manage and store all prospect and customer data in one central hub. The vendor claims that users can customize and personalize the CRM by adding unlimited levels of attributes and preferences to contacts. It enables team collaboration by allowing the sharing of vital customer data across departments, and provides the ability to track every interaction and communication with contacts.

**Messenger**: Fortifi Messenger allows users to send personalized email campaigns to contacts. According to the vendor, users can segment email campaigns based on attributes and preferences to enhance the customer experience. The autoresponder feature is said to enable automation and scheduling of email communications, while opt-in and opt-out forms help ensure GDPR compliance.

**Billing**: Fortifi Billing handles various aspects of the billing process, from order management to subscription billing. The vendor claims that users can manage orders, track progress, and handle multiple payment methods. Fortifi also provides fraud protection tools to prevent fraudulent activities in the billing processes, and offers an invoicing software to generate professional invoices.

**Support**: Fortifi Support provides a centralized inbox for managing customer inquiries through support tickets. According to the vendor, users can create and monitor customer service level agreements (SLAs) to ensure timely responses. The live chat feature is designed to facilitate real-time communication with website visitors, with the aim of increasing conversion rates. Fortifi also offers a knowledge base to provide a self-service help desk for customers.

**Integrations**: Fortifi integrates with various popular platforms, including Google, Slack, Geckoboard, PayPal, and Stripe. According to the vendor, users can connect Fortifi with Twilio to handle phone calls and view detailed reporting on call key performance indicators (KPIs). It also integrates with Connectwise to provide remote device support for IT support companies, and with email service providers like SendGrid, Mailjet, and Mandrill for seamless email campaigns.

Flexibility in SLA Configuration: Users have praised Fortifi for its ability to easily configure and customize SLAs to meet their specific requirements. This feature has been mentioned by several reviewers, allowing them the flexibility and control over their time requirements.

User-Friendly Interface: The software's user-friendly interface has received positive feedback from users, including non-technical individuals. Many reviewers have noted that the intuitive interface reduces the learning curve and allows them to navigate and utilize the software efficiently.

Centralized Hub for Business Tools: Fortifi's consolidation of all necessary business tools onto one platform has been highly appreciated by users. Several reviewers have mentioned that having a centralized hub simplifies their workflow by providing easy access to customer accounts and managing various interactions, including live interactions.

Missing ease-of-life features in SLA agreements: Some users have mentioned that there are certain ease-of-life features missing in the SLA agreements, such as the timer continuing to count down on weekends even if a ticket is open. This has led to concerns about meeting SLA requirements when issues remain unresolved for an extended period of time.

Occasional software crashes: Users have reported occasional software crashes, which can disrupt their workflow and cause inconvenience. 

Issues with frequent updates: Several users have experienced problems with frequent updates that tend to break down, negatively impacting both customers and clients.

Fortifi is a user-friendly solution that allows customers to manage all their customer information in one place, including bills, CRM, messaging, and support. Users appreciate the software's ability to centralize tools and information, streamlining business processes and facilitating better organization. By offering a comprehensive set of features, Fortifi enables users to address various business needs with a single application. This consolidation not only saves time but also improves efficiency by eliminating the need for multiple systems.

One key use case that stands out is the Live Chat functionality. Users have found this feature to be particularly beneficial as it helps improve customer interactions and provides valuable insights for in-house marketing efforts. With Live Chat, support teams can engage with customers in real-time, addressing inquiries and resolving issues promptly. The ability to have conversations directly on the platform allows for better tracking and documentation of customer interactions.

Another valuable use case of Fortifi is its capability to recognize patterns and identify potential fraud. Users have praised this feature for maintaining security and protecting business interests. By analyzing data within the system, Fortifi can detect suspicious activities and alert users, enabling them to take proactive measures. This feature aids in risk management and helps businesses make informed decisions based on accurate information.

The software has also proven effective in managing customer account details, subscriptions, and interactions. Voice, ticket, and chat support are seamlessly integrated into Fortifi, providing users with a centralized platform for handling customer queries and resolving issues. Support capabilities have received positive feedback from users who report excellent support experiences with faster response times and more precise information provided to affiliates.

Overall, users highly recommend Fortifi for its user-friendly interface, consolidated features, and positive impact on business operations and customer satisfaction. It has significantly improved support processes, customer satisfaction reports, and issue tracking since implementation. Whether it's managing customer information, improving customer interactions through Live Chat, detecting fraudulent activities, or providing efficient support capabilities, Fortifi meets the diverse needs of businesses, making it a valuable tool for enhancing overall performance.

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Customer Relationship Management applications are used to manage a company’s interactions with customers, clients, and sales prospects. 

It involves using technology to organize, automate, and synchronize sales, marketing, customer service, and technical support.

Sales Force Automation

This is the technique of using software to automate certain sales-related tasks.

Customer data management / contact management

The software acts as a single source for all customer data and enables users to access that data efficiently.

Workflow management

The software helps automate parts of the sales process, such as sending emails, updating contact records, and following approval processes.

Territory management

Users can defines salesperson territories based on customer or market characteristics.

Opportunity management

Integration with email client (e.g., Outlook or Gmail)

Users can perform tasks within their inbox, such as logging emails, creating contacts, and creating events.

Contract management

Users can manage contracts, with features such as digital signatures, automated alerts, invoicing, and automated workflow for contract review and approvals.

Quote & order management

Users can create, process and fulfill price quotations and sales transactions.

Interaction tracking

Users can log and track all customer interactions through any channel, including social, email, phone and in-person.

Channel / partner relationship management

The software allows for sales, territory, lead, order and account management for partners or OEM relationships.

Customer Service & Support

This component of CRM software automates help desk, call center and field service management.

Case management

This includes incident/ticket creation, routing, escalation, and resolution.

Call center management

This includes features such as call routing, recording and monitoring; call list management; autodialing; and scripting.

Help desk management

This includes trouble ticketing, knowledge base, self-service, and service level agreement (SLA) management.

This component of CRM software helps to automate and scale marketing tasks and the subsequent analysis of those efforts.

Lead management

This includes lead generation, scoring, qualification, routing, and nurturing.

Email marketing

This involves the ability to send mass email to groups of people based on particular qualifications.

CRM Project Management

This component of CRM software helps users initiate, plan, collaborate on, execute, track, and close projects.

Task management

This includes the ability to plan, track, collaborate and report on tasks.

Billing and invoicing management

This includes automated invoice creation and billing.

Reporting

Software provides a broad range of standard and the ability to build custom reports.

CRM Reporting & Analytics

Reporting and analytics in CRM software includes sales forecasting, pipeline analysis, and automated dashboards.

Forecasting

The software helps users accurately forecast sales based on volume and conversion metrics.

Pipeline visualization

Users can visualize the entire sales pipeline to identify trends, determine the effectiveness of the sales funnel, and optimize.

Customizable reports

Users can create reports and dashboards unique to their needs.

Customization

This addresses a company’s ability to configure the software to fit its specific use case and workflow.

Custom fields

Users can create custom fields to store additional information on standard and custom objects.

Custom objects

Users can create custom record types that allow them to store information unique to their organization, and link them to standard and other custom objects.

Scripting environment

Technical users can write, run, and test scripts that automate common tasks or business rules via a standard or vendor custom programming language.

API for custom integration

An API (application programming interface) provides a standard programming interface for connecting third-party systems to the software for data creation, access, updating and/or deletion.

Security

This component helps a company minimize the security risks by controlling access to the software and its data, and encouraging best practices among users.

Role-based user permissions

Permissions to perform actions or access or modify data are assigned to roles, which are then assigned to users, reducing complexity of administration.

Single sign-on capability

The software system supports a centralized authentication mechanism allowing the user to access multiple systems with a single, centrally managed password.

Social CRM

This component of CRM software helps companies leverage social media in engaging with customers.

Social data

The software can integrate data and conversation histories from customers’ social profiles. This may also involve enhanced listening features such as sentiment tracking.

Social engagement

The software can facilitate and track engagement with customers via social channels.

Integrations with 3rd-party Software

This involves the CRM software’s ability to integrate with other systems, whether external or homegrown.

Marketing automation

The software can integrate with marketing automation software such as Eloqua, Marketo or Pardot.

Compensation management

The software can integrate with compensation management software or sales commission software such as Xactly Incent or IBM’s Varicent.

Platform

Mobile access

Users can access the CRM system via mobile or tablet device, and potentially leverage the unique capabilities of mobile devices, such as GPS and voice.

Fortifi

Overview

What is Fortifi?