TrustRadius
Maestro is an employee performance and talent mangement software solution offered by Madison.https://media.trustradius.com/product-logos/OR/ot/97Q13I24EU1H.pngAn essential feedback tool for your support teamWe're using Maestro in our Customer Support team (60 people) to check the quality of agent responses to clients. Agents review each other's tickets and managers review tickets of the agents working under them. Managers use the ticket reviews to prompt coaching discussions in weekly 1:1 meetings with each of the agents working for them.,Creating a completely customized rubric to grade tickets on the things you want to help your team grow in Allowing managers to track how their agents are doing as well as providing concrete examples of work product for 1:1 meetings Giving management peace of mind that agents are responding appropriately to clients,The reports are fine, but it would be helpful if there were more ways to segment the population Better setup for rolling out peer reviews across a larger organization Generally, Maestro has been really responsive to our feature requests and has improved an already great product substantially in a year,9,Maestro has helped our team give better, more consistent responses to our customers Maestro has helped our managers do a better job coaching their agents Maestro has given us better insight into the quality of our support team,,Zendesk, Talkdesk, SlackStable and reliable, but lacks customization abilityMaestro us being used by my organization as a student records/organization system. It is used across the whole company. It addresses the problem of where to store student details, contact information, and communication logs. We are required to use it as teachers in the company, and are asked to log every single time we communicate with a student or family. Additionally, Maestro allows us to send progress reports to students.,Easy progress reports using a type of "mail merge" built in template Reports tab is a nice feature Seems fairly stable and reliable,No ability to view contact information from a home screen (must click into profile to see phone number) Feels a bit archaic Would be nice to see "flags" or ways to mark students for calling Wish that the 'attempted call' option turned a student yellow instead of keeping them red,5,Maestro allows me to log all communication with families, eliminating any question as to when I reached out Maestro is a huge time saver with sending progress reports Maestro lacks customization that would make teachers more efficient,,Contacting students and families Student contact record keeping,7
  3. Maestro Reviews
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Maestro
5 Ratings
Score 7.2 out of 101
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Maestro Reviews

Maestro
5 Ratings
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Score 7.2 out of 101
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Reviews (1-2 of 2)

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Matt Dale profile photo
January 17, 2019

Maestro Review: "An essential feedback tool for your support team"

Matt Dale
Score 9 out of 10
Vetted Review
Verified User
Review Source
We're using Maestro in our Customer Support team (60 people) to check the quality of agent responses to clients. Agents review each other's tickets and managers review tickets of the agents working under them. Managers use the ticket reviews to prompt coaching discussions in weekly 1:1 meetings with each of the agents working for them.
  • Creating a completely customized rubric to grade tickets on the things you want to help your team grow in
  • Allowing managers to track how their agents are doing as well as providing concrete examples of work product for 1:1 meetings
  • Giving management peace of mind that agents are responding appropriately to clients
  • The reports are fine, but it would be helpful if there were more ways to segment the population
  • Better setup for rolling out peer reviews across a larger organization
  • Generally, Maestro has been really responsive to our feature requests and has improved an already great product substantially in a year
Maestro works well in traditional coaching environments for customer support teams. We had some challenges rolling out our peer review system where agents rate tickets for other agents in addition to managers rating tickets. Their implementation staff went above and beyond in helping us think through our initial rubrics and provided coaching on how to configure things optimally for our business use cases.
Read Matt Dale's full review
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November 15, 2018

Maestro Review: "Stable and reliable, but lacks customization ability"

Verified User
Score 5 out of 10
Vetted Review
Verified User
Review Source
Maestro us being used by my organization as a student records/organization system. It is used across the whole company. It addresses the problem of where to store student details, contact information, and communication logs. We are required to use it as teachers in the company, and are asked to log every single time we communicate with a student or family. Additionally, Maestro allows us to send progress reports to students.
  • Easy progress reports using a type of "mail merge" built in template
  • Reports tab is a nice feature
  • Seems fairly stable and reliable
  • No ability to view contact information from a home screen (must click into profile to see phone number)
  • Feels a bit archaic
  • Would be nice to see "flags" or ways to mark students for calling
  • Wish that the 'attempted call' option turned a student yellow instead of keeping them red
Having worked at Florida Virtual School where we used a customized program called VSA, Maestro is definitely a breath of fresh air in terms of reliability. VSA was constantly having outages and erasing data, and I have not experienced that problem yet with Maestro. VSA was recently described as a "tumor" by an FLVS board member, so clearly Maestro is a huge step up. With that being said, I miss a lot of the customization that VSA had. I loved the comments field where I could type in notes and see them from the main screen. I miss being able to flag students for my own organization. One thing that Maestro has is an EASY way to send progress reports, which makes it a huge time saver from that feature alone.
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Maestro Scorecard Summary

Likelihood to Recommend (5)
7.2
Likelihood to Renew (1)
7.0

Feature Scorecard Summary

Manager tracking tools (1)
8
Compliance tracking and reporting (1)
9
Line-of sight-visibility (1)
8
Performance tracking (2)
9.5
Performance plans (1)
8
Manager note taking (1)
9
Performance improvement plans (1)
8
Rater nomination workflow (1)
9
Review reminders (1)
10
Workflow restrictions (1)
10
Multiple review frequency (1)
9
Reporting (2)
9.0
Mobile friendly (1)
7
Progress tracking & certifications (1)
8
Learning administration (1)
9

About Maestro

Maestro is an employee performance and talent mangement software solution offered by Madison.
Categories:  Talent Management