Small Company, Great Customer Service
Updated February 03, 2016
Small Company, Great Customer Service
Score 10 out of 10
Vetted Review
Verified User
Software Version
8.0
Modules Used
- Custom modules
- Calendar
- News
- Mobile
Overall Satisfaction with Ingeniux CMS
Ingeniux CMS allows the Communications and Marketing Department to manage the public website, a virtual window into this university. Approximately 90 users have access to update certain portions of the website. Two CMS managers oversee and approve their edits while also providing regular training, insight, and best practices to ensure a high-quality visitor experience and consistent web standards.
- Customer Service. Ingeniux is a relatively small CMS company, and that's its strongest asset.
- Training. Their trainers are the best in the business. They break down areas that are hard to understand into manageable pieces. Training for CMS Administrators was one of my best professional experiences.
- Specialization in higher ed. It's nice to have a company that knows what they're doing. In the realm of higher ed, the visitor experience is very different from selling a physical product, and IGX recognizes that, adjusting their CMS accordingly.
- User Interface. It could use a refresh.
- More online resources. The most recent Admin manuals, training or how-to videos/screencasts, etc.
- Best User Management. Workflows and permission levels have changed my life. With over 90 users, I have my hands full. But with layered permissions, I can let some advanced users have more leeway while keeping tabs on users who have limited knowledge.
- Fast mobile development. We asked IGX for mobile and got a very fast turn-around (in a matter of weeks).
- Datatel,WordPress
Datatel is riddled with problems, from customer service to integration with other products.
Wordpress doesn't seem to be a robust product.
Wordpress doesn't seem to be a robust product.
Ingeniux CMS Feature Ratings
Using Ingeniux CMS
90 - People who use the CMS are either faculty or staff (ranging from administrative assistants to program directors).
2 - Our Webmaster (Director of Online Strategy and Web Applications) has a computer science degree and the Director of Online Content and Training has an English degree and a master's degree in Organizational Leadership. The Webmaster must be nimble, have forecasting abilities, and be the overall gatekeeper. The content manager must be highly-skilled in language and organizational ability. If this person also trains Users then communication and teaching skills must be at the top of the Must-Have list.
- User Management
- Content Creation and Management
- Website Management
Ingeniux CMS Implementation
Ingeniux CMS Support
| Pros | Cons |
|---|---|
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support understands my problem Quick Initial Response | None |
No - There are no levels of support. Everyone receives the same amount of excellent customer service.
Yes - Absolutely. I simply send an email and a ticket gets created. Within minutes I receive an email or phone call confirming the issue. Oftentimes a Webex is created to further diagnose the problem.
Since I am an administrator, I work with this product on multiple levels. If there are bugs on a new release, I tend to find them. That has never been an issue for IGX. They are happy to work through these little puzzles with me. And they're persistent! If a bug/issue doesn't render the first couple times of trying, we work together over the possible solutions or causes. They are a true pleasure to work with; sometimes I wish there were MORE problems so I could be in touch with them more frequently!