Cherwell is a great product, but you should have a great plan going in.
Anonymous | TrustRadius Reviewer
October 03, 2019

Cherwell is a great product, but you should have a great plan going in.

Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Cherwell Service Management

We are using Cherwell in one department fully now, implementing in another. We are Working towards full implementation across all departments, including Billing, HR, Sales, Help Desk, Software Support, Backup, Security, etc. We have problems with disjointed departments all using different platforms in order to service our customers and partners.
  • Ease of development.
  • High level of customization.
  • Great training platform.
  • Ease of implementation.
  • Some system performance and stability issues need to be addressed.
  • We are too early in to see significant ROI results, but the ability to leverage one step will help us moving forward.
Service now did not really seem to care about it - and the level of customization within Cherwell's platform was better overall.
Sometimes is does take us some time to reach a higher tier support for significant issues, but overall, the support is good.

Do you think Cherwell Service Management delivers good value for the price?

Not sure

Are you happy with Cherwell Service Management's feature set?

Yes

Did Cherwell Service Management live up to sales and marketing promises?

Yes

Did implementation of Cherwell Service Management go as expected?

No

Would you buy Cherwell Service Management again?

Yes

Cherwell would work great within the managed services space, as well as internal departments. It has the ability to be highly customizable between different types of users and departments, so there are a significant amount of issues that it could address. Overall, the home-run hit is in-house usage within an organization.

Cherwell Service Management Feature Ratings

Organize and prioritize service tickets
8
Expert directory
Not Rated
Service restoration
Not Rated
Self-service tools
10
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
9
ITSM reports and dashboards
8
Configuration mangement
9
Asset management dashboard
9
Policy and contract enforcement
Not Rated
Change requests repository
9
Change calendar
Not Rated
Service-level management
9