Insightly 90% Great - But the 10% is a Killer
Updated February 12, 2018
Insightly 90% Great - But the 10% is a Killer
Score 5 out of 10
Vetted Review
Verified User
Software Version
Plus
Overall Satisfaction with Insightly
We are a Veteran Service Organization/non-profit and use Insightly for client case management and as a catalog of partner employers and service providers. Insightly is used organization-wide and across our three geographically-distributed offices and virtual team. We were looking for a cloud-based database that was affordable, flexible, and could be maintained internally.
- Insightly can grow as the organization and the organization's needs grow. We started with only 25 custom fields and now have 125.
- Insightly has proven to be reliable. We only have had a couple of brief periods with the servers were down.
- The Advanced Reporting capability was a huge step forward. Creating customized reports is a pretty straightforward process.
- The Tech Support team provides quick response even though I often don't like the answer to my questions.
- Not having a complete roll-back capability i.e., the ability to reset my database to midnight the night before is a huge shortcoming. I don't think customers realize just how vulnerable an organizations data is. My backup system administrator accidentally deleted a custom field and with one keystroke, over 8,000 records were impacted. With over 90 hours of work, we were able to recover only about 80% of the field data and with questionable accuracy. I realize that flat.ly is being touted as a partial fix, but with that backup, all of the custom field names are lost. It is better than having me manually backing up each record type (i.e., Contacts, Contact Notes, Organizations, Organization Notes, etc) into Excel manually, but still not the answer. This really needs to be fixed.
- Not being able to join tables when doing queries/reports is a real limitation. As an example, I would like to be able to read the notes for contacts/clients who meet specific search criteria i.e., show me all notes for Veteran employment clients serviced by the Huntsville office since 1 January 2018.
- Lack of a multi-choice drop-down field choice. I believe that this is a marketing/business driven decision, not a technical one as has been suggested on the community page. I should have one question which asks "What Wars?" and let me choose as many as apply rather than having to waste multiple custom fields listing each war OID/OEF/OND? Gulf War? Vietnam? Korea?
- The rating system for technical support. I would like to be able to distinguish between the rating of the individual tech support provider and the answer. I may be very satisfied with the service and completely dissatisfied with the "party line" answer. I would like to be able to rate both service and answer.
Insightly got us out of the dark ages in terms of data management and it has come so far since we first began to use it in 2014. My/our desired outcome is to ensure that our client information is accurate, accessible, analyze-able, and protected. Unfortunately, with the realization that the Insightly data/database cannot be rolled back to a given point (even if I have to pay to have it done), I no longer consider our data safe/protected. This isn't some sales call I might miss, but rather these are our efforts to help Veterans and their families find good work, secure the benefits they have earned, and the community support services some desperately need. This is a big deal.
When done in 2014, our requirements analysis included Salesforce, a couple of other CRMs, and Insightly. Our selection criteria included: secure, safe, accessible from anywhere, responsive, expandable, tailor-able, cost-effective, non-proprietary, and maintainable by Still Serving Veterans. Insightly represented the best value for us and we thought it met all of our criteria. Today, with the data safety/security concerns I have, we probably would not choose Insightly again.