Poor Customer Service and Response Time and Uncreative Solution and Software
November 26, 2020

Poor Customer Service and Response Time and Uncreative Solution and Software

Anonymous | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Definitive Healthcare

We implemented Definitive [Healthcare] for our Sales Team in order to reach C-level and Director level contacts at hospitals and health systems.
  • Good data and information about health and hospital systems such as size, revenue, software.
  • Healthcare specific. There's no other noise.
  • Outdated UI and lacks integration with popular software
  • Account Management team is unempowered to solve problems or come up with creative solutions.
  • Slow response time. I waited 3 weeks for a response from their team on a question.
  • Database lack key contacts especially Director level and above. Poor tool for sales team.
  • Poor customer service. I constantly felt like I was chasing them for a meeting or on questions.
We switched to ZoomInfo and we've been loving it. Must more advanced database that's integrated with popular applications.

Do you think Definitive Healthcare delivers good value for the price?

No

Are you happy with Definitive Healthcare's feature set?

No

Did Definitive Healthcare live up to sales and marketing promises?

No

Did implementation of Definitive Healthcare go as expected?

Yes

Would you buy Definitive Healthcare again?

No

It was unusable for us because key contacts were not there and our sales team had to tell Definitive what contacts were missing. Waste of time and money.
Account Managers and team often do not respond for weeks at a time.
Trial [Definitive Healthcare] and make sure you test all scenarios. Once they lock you into a contract, they're not letting you out of it, even if you prove that their database lacks key information that you were looking for. You'll be running around and chasing them for months and still get no resolution.