We are an Industrial Grade User of Marketing Automation - Read this one first
Jeff Elias | TrustRadius Reviewer
Updated September 17, 2017

We are an Industrial Grade User of Marketing Automation - Read this one first

Score 10 out of 10
Vetted Review
Review Source

Modules Used

  • All

Overall Satisfaction with eTrigue DemandCenter

Toltec Global Services entire foundation is Marketing Automation. That's what we do for a living. We design, build and execute some of the most sophisticated MA Campaigns in the business for our clients.
The entire organization uses DemandCenter.
DemandCenter is used to solve Marketing Automation challenges. We don't use any other platform.
  • The ability to change assets, campaigns and campaign design at any point in the campaign.
  • Setting up complex dynamic progressive forms and forms in general.
  • Its editors for LP's and email. They are full featured and actually work well without HTML programming. Although you can go into HTML as well and make changes if you like. Flexible for the novice and the expert user.
  • Ability to move between campaigns and programs is simple.
  • We have specific requirements that most users will never have. When I say that I mean less than 1% of the market has the needs that our company needs. These would be related to reporting ad hoc and being able to set up reporting comparisons between campaigns and even different campaigns in different instances of DemandCenter.
  • I'd like a multi-screen editor so that I can be doing 2, 3, 4 things in 2, 3, 4 different instances at once. Yet again our needs are unique.
  • The reporting is OK, but could be improved. Specific improvements would be in the area of being able to easily create my own ad hoc reports. While DC allows for ad hoc reporting, a really cool report writer would be helpful.
  • Our customers are generally in shock that we really add significant and impactful value via Marketing Automation.
  • Our success has led to explosive growth for Toltec Global Services.
When I first saw DemandCenter I knew it was different. With DemandCenter you "storyboard" your campaign. That one unique feature sets DemandCenter apart from the rest of the market. Consider the "storyboard" as the controlling document to all of your campaigns. From there, you can control the flow, activities, work orders and change orders. It's a brilliant design. No question.

When you see something that makes total sense you either instinctively know it or you don't. I knew it the first time I saw DemandCenter demonstrated.
Don't try B2C campaigns. It isn't designed for that and specifically the reporting wouldn't make a lot of sense.

Using eTrigue DemandCenter

We go in and fix Marketing Automation fails. We get to see what happens if you don't use DemandCenter by eTrigue.

Evaluating eTrigue and Competitors

Yes - I can't say which one because we are still a vendor of theirs. Short story is that it took too much time to get a campaign up and running with the competitor.
  • Product Usability
DemandCenter by eTrigue was designed by marketing professionals to be used by marketing professionals. The UI is built wth this in mind. In the latest revision, DemandCenter 7.0, which was released early summer 2017, the ease of use was increased by the addition of a new UI that allows you to quickly select actions and recall your latest campaigns and assets. I can literally load data, write an email, construct a flow and get a campaign out in less than an hour. I haven't found another system that can do all that in less than 2.5 hours.
I would have chosen DemandCenter by eTrigue in 2011 instead of 2012.

eTrigue Support

See my previous comments. Since the summer 2014, they've been the best I have ever experienced.
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
Not Available - No need at this point. eTrigue has worked hard at Customer Support and I would say that while it was always within reasonable expectations, since mid-summer 2014 it has gone from what I would expect to exceeding my expectations on every support issue. I bet eTrigue has the best Customer Service in the software industry and SaaS industry today. It's a remarkable uptick and the support team does what needs to be done to make clients successful.
We had emails going out on 5 different campaigns. We had a problem with a WAIT step that didn't want to accept our conditions. We put in a support ticket at 8:30PM and received a message by 9:30PM that same night that it had been corrected and to go ahead and make the changes we wanted and set the campaigns to "Ready". They were right. All emails went out the next AM perfectly.