Item: Domo
Rating: 5
Author: Evan Kent

Use Cases and Deployment Scope

We use Domo to track automatic assigning of emails and tickets for our technicians to work with. The system lets me look up the time and what the ticket was that was assigned to each of my technicians so I can track if they are properly assigning the tickets to work.

Pros and Cons

Track assigned tickets
Shows ticket details for what was assigned
Logs when the ticket was sent to the user via our dialer system

Often hard to run reports with
Sometimes tickets will not show up in the system at all

Return on Investment

It has helped track down answer times on emails to improve customer service
It also has missed tickets completely leading to break downs in reporting

Key Insights

Do you think Domo delivers good value for the price?

Yes

Are you happy with Domo's feature set?

Yes

Did Domo live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Domo go as expected?

I wasn't involved with the implementation phase

Would you buy Domo again?

Usability

When it works, it works well and easily. When it doesn't it can be very frustrating.

Support Rating

I've never had to reach out to support.

Likelihood to Recommend

We use it for tracking the automatic assignment of tickets via our dialer system. Besides this I am not sure what else it would be useful for. The reporting on the software is usually helpful for determining answer time on an emailed request, but sometimes will be missing tickets when it is most important.

Domo - A useful tool that sometimes works correctly

Overall Satisfaction with Domo