Item: Act-On Software
Rating: 10
Author: Angie J Anderson

Overall Satisfaction with Act-On

Use Cases and Deployment Scope

Currently using Act-On for several clients marketing campaigns. By leveraging Act-On we were able to connect our clients CRM (Dynamics CRM) to Act-On and bridge the gap between sales and marketing by making sure the hot leads were front and center

Pros and Cons

Pros

Connection to Dynamics CRM (not all email automation tools connect)
Customer Service is amazing - we have been treated the same way from them wanting our business to now being a customer
Building Emails, Landing Pages and Forms has been very easy even without a designer or developer

Cons

Marketing List should be able to be sorted by the client, we should be able to move most used lists up to the top
Additional Webinar connections

Return on Investment

Sales and Marketing teams are working together (Priceless!)
One programs ROI has increased from a 17 to 1 to a 25 to 1 because of the lead scoring and following up first with them and in addition to Instant Alerts that reps can respond to right away

Alternatives Considered

Marketo,ExactTarget Interactive Marketing Hub

Unfortunately they lacked the customer service in the sale stage and their price was not a flat rate, and the basic models were not enough. Plus no connection to Dynamics CRM at the time of evaluation.

Likelihood to Renew

They haven't disappointed and the new features that come out monthly are fantastic.

Likelihood to Recommend

Like anything, there needs to be a "needs / want / wish list" assessment done. But depending on the list, I would definitely suggest Act-On

Using Act-On

Users and Roles

5 - Marketing Consultants and Strategic Consultants to our clients.

Support Headcount Required

1 - Database Administrator for the Workflows to Dynamics CRM. But it would be 10% of his job.

Business Processes Supported

email deployments
lead scoring
database management

Innovative Uses

Landing Pages and being able to track hot leads
Registrations forms and accrediting them a lead score
Using external lists and being able to apply lead score

Future Planned Uses

Unknown at the moment

Evaluating Act-On and Competitors

Products Replaced

Yes - Campaign Monitor - because it didn't connect to Dynamics CRM

Key Differentiators

Price
Product Features
Product Usability
Product Reputation
Positive Sales Experience with the Vendor
Third-party Reviews

Connecting to Dynamics CRM

Evaluation Lessons Learned

I built a need, want and wish list and I would do the same again, but there might be new things on my lists.

Act-On Implementation

Implementation Rating

Go Slow - Test - Test - TEST

Implementation Details / Implementation Partner

Implemented in-house

Implementation Phases

Yes - We decided to break it into phases and over the course of a couple of months we slowly moved clients over.

Change Management Lessons

Change management was minimal - Team was excited about the new tool

Implementation Issues

wanting to try all the new bells and whistle right away

Act-On Support

Support Rating

The customer success manager assigned to each accounts after you become a client are amazing.

Act-On Customer Support Pros and Cons

Pros	Cons
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response	None

Using Act-On

Usability

It has been the quick tools we use to get our team members up and trained. the Act-On University is fabulous

Usability Pros and Cons

Pros	Cons
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using Familiar	None