Item: Bonterra Apricot
Rating: 1
Author: Polly-Beth Odom

Overall Satisfaction with Apricot by Social Solutions

Use Cases and Deployment Scope

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.

Pros and Cons

Pros

The site when working properly is easy to use.

Cons

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.

Return on Investment

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.

Program Delivery

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.

Diversified Funding

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.

Key Insights

Do you think Bonterra Apricot delivers good value for the price?

Are you happy with Bonterra Apricot's feature set?

Did Bonterra Apricot live up to sales and marketing promises?

Did implementation of Bonterra Apricot go as expected?

Would you buy Bonterra Apricot again?

Likelihood to Recommend

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.

Comments

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Jeff Odom
commented 4 years ago
I totally agree that Apricot does not have good customer service follow up and that they sold us a high priced product that doesn't work for us. It is unbelievable that they want to charge our agency an extra $3000.00 for customer support, for an issue that is happening on their end. We did not pay this type of money for data to be deleted from our records, through no fault of our own. Buyer beware.
Kim Phipps
(Vendor Representative) commented 3 years ago
We're very sorry that you had this experience. We're grateful you reached out so we could have the opportunity to make it right. It's my understanding that you've had contact with several of our teams and a solution is in process for a positive result.

Apricot does not always meet your Social Solutions

Software Version