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Analyzing Analytics: Enterprise grade platform with low performance support
December 18, 2014

Analyzing Analytics: Enterprise grade platform with low performance support

Ahmad Rahman | TrustRadius Reviewer
Score 2 out of 10
Vetted Review
Verified User

Software Version

15

Modules Used

  • Analytics
  • Data Warehouse
  • Report Builder
  • Adhoc

Overall Satisfaction with Adobe Analytics

Adobe Analytics is used as our enterprise web analytics platform globally to measure all of our digital properties. It helps provide us with standard high level metrics and measurements but also allows us to customize the data collected to provide deep insights to measure key performance indicators (KPIs). Adobe Analytics has provided us with the ability to generate basic reports, standard dashboards, as well as customized automated reporting through MS Excel, both scheduled and adhoc .
  • Reliable servers providing excellent uptime.
  • Extensive customization which includes a significant amount of custom variables, limited only by coding ability and imagination.
  • Continuous development with new features and enhancements released often.
  • User interface is not intuitive. Personally I have no issues because I have used it for so long. All new users have a long learning curve to get up to speed and comfortable running reports to meet their needs.
  • Support has become abysmal over the years. Omniture used to offer great support, fast and helpful. Adobe support has errored very quickly with extremely long response delays, unhelpful responses. To be fair, certain support cases are resolved quickly and efficiently. But the majority over the past 2 years have been a dreadful experience with many of those tickets still outstanding and unresolved.
  • Improve consistency in user experience. Many tools that Adobe offers are seemingly built upon different platforms which result in a very disjointed user experience and inconsistent usability.
  • Allows us to quantify the performance of our digital properties to measure success
  • We have the flexibility to implement customizations to gain deeper insights into new business challenges
  • Google Analytics,Google Analytics Premium
I have just recently started to evaluate GA and reserve judgement at this time to compare it against Adobe Analytics. That said, the usability and user experience of the GA platform is much more intuitive and user friendly. The ability to customize GA seems comparable to Adobe Analytics. I have not yet had gone through a support experience with GA.
  • New pricing models are very expensive compared to old pricing model, even though it includes several additional tools, most of which seem to be beneficial
  • Horrible support experience despite working with escalation teams to try and resolve
  • Several bugs in recent releases which remain unresolved for many months at a time
Adobe Analytics being only one part of a much larger marketing suite, you need to define your needs to understand how this package will integrate with other solutions. It is enterprise level and provides all of the tools you should need. You should pay attention to the usage pricing model to ensure you do not experience overage charges and plan for growth. To implement any level of decent customization, you should have extensive javascript/jquery knowledge. If you intend to use support, consider trying to build in some measurements to qualify a successful support experience.

Using Adobe Analytics

15 - Users are from various business functions, organizations and geographic regions.
1 - The person supporting this platform needs to have indepth knowledge about the platform, the tools and best practices for measurement. If you have customizations, you will need extensive javascript/jquery knowledge. You may require IT support to update customized javascript files.
  • Global web properties measurement
  • Automating reports and dashboards
  • Flexibility to customize measurement
  • Used to measure Windows application usage
  • Used to feed data to marketing automation platform
  • Predictive analytics

Adobe Analytics Support

While Omniture provided great support, over the past couple of years the support quality has dropped significantly. We are often left with no responses and more often with no solution. Escalated tickets gets us a call with sympathy, but no further action. We have tried to work with this level of support for many months and have not seen any improvement nor do I see any planned improvements. I have caught some bugs with new features that are released and not much attention is given to those either. I would love to see Adobe get back to the level of support they once had.
ProsCons
Quick Initial Response
Slow Resolution
Poor followup
Less knowledgeable
Problems left unsolved
Escalation required
Need to explain problems multiple times
Yes - to provide assistance with issues/bugs and how to questions
Yes - not at all. in fact I was told that this will be addressed in a future release with no ETA on a bug which renders a new feature unusable.
Always... but a long time ago. Not recently unfortunately.

Using Adobe Analytics

Based on new user feedback, everyone has found it challenging to find what they need and customize reports to meet their desired outcomes. Different interfaces have inconsistent presentations and layouts which compound the challenge.
ProsCons
Like to use
Feel confident using
Requires technical support
Not well integrated
Inconsistent
Slow to learn
Lots to learn
  • Running standard reports
  • Scheduling reports
  • Customization to get custom data
  • Overall usability (though it has slightly improved recently)
  • Automation of complex reporting
  • Dashboard layout is very restricted
Yes - 
  • The mobile app for android is not great. Slow, and limited access to information.
  • The mobile app for iOS is much better, faster and more data access.
  • I use the regular website to access information via mobile by pinching/zooming.