Powerful Marketing Automation Tool, Complex Implementation

As the tool is very robust, I found the training and documenting lacking and sometimes incomplete altogether. My initial fundamentals and basic training was good to get started, but as I advanced, I needed a lot of help and often didn't get the answers I needed. I often stumped the people of the office hours. We quickly used up our 10 hours of "training" and needed at least another 10. It seemed that Marketo wanted me to pay for their consulting services but my company was small and we didn't have the budget - it was a push to just pay for Marketo. I ended up relying heavily on tech support through their case management tool, which sometimes worked and sometimes didn't. It was frustrating but I did end up getting what I needed in the long run (through a lot of trial and error).

The Engagement Programs were cool but they seemed to give me less control in some areas. For example, it wouldn't let me change settings after I set it up. I almost had to recreate the whole program from scratch to fix "beginner" issues. If an advanced account services person could have helped me, it would have been better.

Customer Service needs improvement. Most of the people I interacted with were very helpful and nice but often I was dealing with people who had less expertise and couldn't answer my questions. I understand people need exposure and training but once they realized I was doing more advanced activities, they should have escalated my issues and questions so I could have received a correct answer. Three times, I received the wrong information and it negatively impacted my campaigns. I also found the tech support to be slow.