Sold big promises, not lived up to
September 01, 2022

Sold big promises, not lived up to

Anonymous | TrustRadius Reviewer
Score 4 out of 10
Vetted Review
Verified User

Software Version

Apricot 360

Overall Satisfaction with Apricot by Social Solutions

We use Apricot by Social Solutions as our EHR program for a nonprofit that serves children and families throughout their lifespan.

Pros

  • Customizable
  • Sales

Cons

  • Customer service post sales
  • Technological support
  • Communication
  • +easy to use for nonprofit professionals
  • +quick to generate reports to use our own data however we need
  • -often slow, has errors more often than expected
We are able to generate our own reports on an as-needed basis to answer any questions we have regarding service delivery. On the other hand, our reports often break and there is no clear answer as to why they are breaking.
We are able to collect any information we want. We can customize our forms. We can customize our reports. If funding sources have questions about specific demographics related to our clients we have access to that information at our fingertips.
Apricot by Social Solutions is the only database I have used in this capacity.

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

Yes

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

If you had asked me a year ago, my answer would have been much more positive. In my experience, in the past year, we have had multiple problems with Apricot by Social Solutions. We tried to upgrade, gave a very clear use case for our upgrade, and then found out eight months later the upgrade would not be able to address our needs. Throughout the upgrade process, we hit roadblock after roadblock. In my experience, our upgrade specialist was great, but everyone else that we worked with was slow to respond and talked around the issues, and all of our concerns have to go to their mysterious "leadership team" to see what possibilities there are to fix the problem. Our account manager, who is our main contact, is seriously lacking in communication. Emails and questions go days to weeks without answers or even acknowledgment. Their on-demand technical help used to be great, there were a handful of representatives and I knew I would get quick and accurate answers. There seems to have been a lot of turnover in that department over the last year, and now more often than not my questions have to be "taken to email" and the answer is either our system is too big, or they can't figure out why it is happening.

Apricot by Social Solutions Support

ProsCons
Support cares about my success
Quick Initial Response
Slow Resolution
Poor followup
Less knowledgeable
Problems left unsolved
Escalation required
Need to explain problems multiple times
No, our support at the level we have has been sufficient until very recently.

Comments

  • Kim Phipps | TrustRadius Reviewer
    Thank you for taking the time to share your thoughts in detail. We are sorry that this has been your experience. Our Client Success Director would appreciate the opportunity to talk with you and see the best way to address the issues you've discussed. If you'll respond to this comment, I'll be happy to connect you both. Thank you again for being honest.

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