Item: Atera
Rating: 8
Author: Verified User

Overall Satisfaction with Atera

Use Cases and Deployment Scope

We have used Atera, the remote monitoring and management tool to easily troubleshoot problems that arise to our customers. It helps with any hardware or network issues that we can then reproduce and fix using Atera without the need to talk to the customer on the phone and instruct them on which steps to take.

Pros and Cons

Pros

A lot of quality updates to the software
Remote connections and monitoring
Support for various platforms

Cons

Support for mobile and tablets could be better
Integration with third party software
Pricing could be less steep

Return on Investment

Greater customer retention
Customer satisfaction because of easier debugging
Cheaper than an employee

Usability

It definitely takes some time to get used to the capabilities of Atera, as with any software. Once the person is comfortable, the day to day tasks get easier and more automated. Problems are being solved quicker with greater customer satisfaction and retention. Definitely would recommend for a medium to large company.

All in One

We do not use all mentioned capabilities of Atera. I'm sure that there will always be more to explore. We have plans to utilize more of Atera's features but for now we focus on using it as a remote monitoring and management tool which is proving to be a success.

Alternatives Considered

NinjaOne

After trying out both Atera and NinjaOne, we found that Atera was generally easier to use, especially for non-tech people. Atera's learning curve has been much less steep than NinjaOne's and the team had a better response to using it. Atera's price point has also been more favorable for the size of our team.

Key Insights

Do you think Atera delivers good value for the price?

Yes

Are you happy with Atera's feature set?

Yes

Did Atera live up to sales and marketing promises?

Yes

Did implementation of Atera go as expected?

Yes

Would you buy Atera again?

Yes

Other Software Used

Slack

Likelihood to Recommend

Atera is well suited for business whose clients are more frequent to need assistance. With Atera, the need for phone calls is abolished. If a business is smaller and the number of customers is limited, Atera might be an overkill. In that case, I think the steep pricing just isn't worth it.

Atera Feature Ratings

Using Atera

Users and Roles

3 - The only people who use Atera at our company is the customer support team. Our system administrator setup the whole system and helps if something goes wrong.

Business Processes Supported

Helping clients remotely
Automatization
Automatic batch matching

Innovative Uses

Treating Atera as an employee with a much lower salary

Future Planned Uses

We will see.

Likelihood to Renew

Most likely to renew. The team has received the software very well and has learned to operate with it. Choosing a new software would be difficult and pricey.

Evaluating Atera and Competitors

Products Replaced

Key Differentiators

Scalability

Evaluation Lessons Learned

We didn't have a lot of time to test out because our business started growing rapidly. We would like to have a more focused comparison between the products to make a more sound decision. But we don't regret doing it this way since either software would have helped us a lot.