Good PSA for simple use with a pleasant UI but challenges for more robust project detail management and reporting
June 23, 2015
Good PSA for simple use with a pleasant UI but challenges for more robust project detail management and reporting
Score 6 out of 10
Vetted Review
Verified User
Modules Used
- Projects, Timesheets, Reports
Overall Satisfaction with NetSuite OpenAir PSA
Our customer success/post sales teams use this to manage projects and timesheets. We largely use it for managing project details, capacity planning and reporting.
Pros
- Pleasant UI and navigation between modules: This makes it easier to use the various modules in the system and improves training processes.
- Timesheet module with timer option: since tracking time is a large part of our OpenAir use, the simple timesheet module is key. The timer is also a nice feature for users who wish to utilize it.
- Proxying capabilities: absolutely key for keeping business running. Also helpful to be able to choose the user role to see how that may impact a given user's view.
Cons
- Reporting could use a lot of improvement. A large portion of our reporting for utilziation, capacity, etc has to be done out of OpenAir manually in Excel which makes distributing and maintaining reports an real challenge.
- Customer support can also be quite slow and the technicians are hit or miss on their speed/helpfulness.
- The separation between resource management and project management made using the resource management tool is virtually impossible for us. Too many steps are required between assigning users to tasks and assigning them as resources.
- We have a relatively easy time booking time so time is saved there but everything else takes a decent amount of time to manage in OpenAir.
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