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Apricot does not always meet your Social Solutions
May 17, 2022

Apricot does not always meet your Social Solutions

Polly-Beth Odom | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User

Software Version

Apricot 360

Overall Satisfaction with Apricot by Social Solutions

Our agency was promised a software solution to meet our case management needs that would be user-friendly with a great support section. Nothing could be further from the truth. In my experience, Seven (7) months in and we have found a major issue with one of the forms created by the Apricot team, and we cannot get a resolution. Let me reframe that, we can IF I pay an additional $3,000.00 for eight (8) hours of support for the year. That's $375.00 per hour. Communication with the help desk is only through chat, and there is no phone number to call to request assistance when an issue is found.
  • The site when working properly is easy to use.
  • Customer service contact (I don't want to use a chat feature to try to explain a complex issue).
  • Referring users back to training videos in the midst of an emergent issue is not at all helpful.
  • The lack of a solution by their support staff may end up costing my agency hundreds of thousands of dollars. So, A VERY NEGATIVE IMPACT.
  • The staff liked the ease of use in documentation using Apricot.
  • It is a plus that forms can be edited and updated easily once you understand the system.
We have not been able to run reports that give us the specific data we need. By the time the "trainers" get to the reporting section, there is little time to actually learn about the product. If I want to pay more money, I can learn how to develop the reports.
I imagine some agencies are able to use the templates and forms to get the reports to secure funding, but for organizations using the system for more robust services, this system does not meet the mark. Truthfully, I am fearful that I will now have to return money to funders due to the unresolved issues with the support team.

Do you think Bonterra Case Management delivers good value for the price?

No

Are you happy with Bonterra Case Management's feature set?

No

Did Bonterra Case Management live up to sales and marketing promises?

No

Did implementation of Bonterra Case Management go as expected?

No

Would you buy Bonterra Case Management again?

No

I was excited about Apricot by Social Solutions when we were provided the sales pitch. The $10,000.00 per year price tag seemed high, but I was sure that there would be technical support included in that cost per year. Unfortunately, that is not the case. This is an expensive system with limited support. I believe that this is not the system to use for case management if you have intensive documentation requirements to meet. It is a good system if you are a non-profit that does not have the required documentation needs.