Item: Planview ChangePoint
Rating: 3
Author: Verified User

Overall Satisfaction with Changepoint

Use Cases and Deployment Scope

We are a UK-based consulting organization that provides IT services to some 90 pharma companies across the globe. Changepoint solution is used to capture and manage incoming IT demand from our customers - from the initial, early stage of the request and through its maturity, to the point when the request becomes an active project, until its full delivery.

Pros and Cons

Pros

Changepoint provides flexibility in terms of the workflow process, allowing a good degree of customization
The actions are time-stamped, and whilst Changepoint does not alert the users when things are about to expire, it does provide a timeline
It is flexible in regards to the type of information we look to capture on each request

Cons

Changepoint can be rather buggy and 'clunky'
If the system is idle, it logs out the users far too quickly, resulting in wasted time as well as duplication of efforts
It is not the most intuitive or user-friendly solution

Return on Investment

The system time-stamps actions which is useful
It is expensive for the quality of experience it provides
It is *relatively* reliable in terms of the information management and archiving
Regular re-typing and other similar duplication of efforts on a large scale can become rather costly to the organization

Alternatives Considered

The system predates me as I was not working for the company when the solution was chosen - I understand this may have been an 'overpromise, underdeliver' scenario. However, we are now moving towards replacing it with Supportworks - and having seen Supportworks in action I genuinely cannot wait to switch from Changepoint and move on...

Other Software Used

HubSpot

Likelihood to Recommend

Changepoint is basic and would, therefore, work for businesses with uncomplicated requests, pretty straightforward workflows and willingness to work with an unsightly solution. It is basic, from the UI to the search option and the way the information is captured, which can be frustrating and counter-intuitive at times.

It is relatively robust (i.e. I have been using it for almost 2 years and have not seen it crash once) but it does log me out when the system has been inactive for about 30 minutes - and I am only notified about being logged out upon clicking the Submit button, meaning many a line of text have been typed more than once!

Comments

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Not great!