Item: Kintone
Rating: 7
Author: Verified User

Overall Satisfaction with Kintone

Use Cases and Deployment Scope

We use it as a complex workflow tool that supports our privacy and security by the design process. Project managers log new projects and the security teams review the implementation of assigned controls using the tool. We have some specialist workflow built-in to move the approval through various teams before being finally 'approved'. Kintone offers an API link up too, so we can pass the information into our reporting solution to show progress to the business. The Kintone support team has been very supportive in getting the solution set up. They are responsive and professional without needing heavily detailed requirements before agreeing to make any changes. The only thing I would say is that it's tricky to make complex changes in-house; it sometimes requires detailed JavaScripting to make those changes. It would be better if it were more extensively, using the low-code model.

Pros and Cons

Pros

Flexibility
Cost-effectiveness
User interface

Cons

Low-code: the tool does require complex JavaScript to achieve some things.
Consulting support: there is an overreliance on consulting to achieve some outcomes (even for technical resources that are using it).
The interfaces often look slightly dated.

Return on Investment

Kintone has enabled us to deliver a strategic program where other tools couldn't help us.
The users like it and the cost modeling (per user) is quite cost-effective as we build the program
Without this tool, a very complex workflow would be extremely difficult to support for my team.

Support Rating

I think that this depends on who you engage with. The support was there but was fairly limited. They responded very quickly to all requests but the discussion always rapidly moved to 'paid-for consulting'. It isn't particularly expensive but it was very difficult to assess ahead of time. Therefore, the budget to do changes always had to be pulled from other areas. It would be really useful to have a model of support (even if on a 'call-off' basis) from the outset of the project. It would make it much more manageable.

Product Configurability

It's very flexible but some of that flexibility requires quite technical engagement. The solution works and has been very effective at 'professionalizing' a very complex workflow. The business likes to use the portal that we created and the flexibility of the tool has enabled us to create the workflow to work with multiple teams on a consistent basis. I searched extensively for tools that could offer us this functionality and no other provider could support our exact requirements.

Alternatives Considered

Knackly and ServiceNow Customer Service Management

It's more flexible and better looking than its competitors. But the main reason is that after extensive searches for a product that would support our requirements, Kintone was the only one that claimed to be able to do so. After building the project, it works as expected. We are happy with our selection of this product. Knack couldn't meet the requirement and ServiceNow would have been extremely expensive to do so.

Key Insights

Do you think Kintone delivers good value for the price?

Yes

Are you happy with Kintone's feature set?

Yes

Did Kintone live up to sales and marketing promises?

Yes

Did implementation of Kintone go as expected?

Yes

Would you buy Kintone again?

Yes

Other Software Used

Knackly, ServiceNow Customer Service Management

Likelihood to Recommend

For complex workflows, where the requirement is clear and doesn't change too often, I think this is a good tool. It allows us to go beyond the capabilities offered by our regular workflow tools (Knack and ServiceNow) more simply and cheaply. That is why we selected the tool. We are now reliant on the support team to make any changes though.

Kintone Feature Ratings

Flexible workflow development

Innovative Uses

We use it as expected

Future Planned Uses

We use another tool for simple workflows because it is easier to maintain

Likelihood to Renew

It would be difficult to move away, I am worried about long term support for the solution though.

Evaluating Kintone and Competitors

Products Replaced

Key Differentiators

Price
Product Features
Product Usability

Evaluation Lessons Learned

We wouldn't, the product performs as expected.

Kintone Implementation

Implementation Rating

I think the requirements need to be clear before asking the third party to implement it.

Implementation Details / Implementation Partner

Implemented in-house
TIBCO professional services

Kintone

Implementation Phases

Implementation Issues

None

Kintone Support

Kintone Customer Support Pros and Cons

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

Using Kintone

Usability

The product is usable but the menus are quite confusing.

Usability Pros and Cons

Pros	Cons
Quick to learn	Unnecessarily complex Difficult to use Not well integrated Inconsistent Cumbersome Feel nervous using

Easy Tasks

The user interfaces for end users are

Difficult Tasks

The management interfaces are awful

Comments

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Verified User
(Vendor Representative) commented 3 years ago
Hello, Thank you for your detailed review! We will note your valuable your feedback for future product improvement. But we're glad to hear that Kintone's workflow and customization capabilities are working well for your business. Please reach out to support@kintone.com if you have any questions. Sincerely, Customer Success