Not great!
April 17, 2018

Not great!

Anonymous | TrustRadius Reviewer
Score 3 out of 10
Vetted Review
Verified User

Overall Satisfaction with Changepoint

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.
  • 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
  • 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
  • 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
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...
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!