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Good Enough, But UI Needs Work
September 15, 2023

Good Enough, But UI Needs Work

Joe Gish | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User

Overall Satisfaction with PandaDoc

We use PandaDoc to create, submit, and track our contracts and proposals. We needed a way to create templates covering several different use cases, that also tracks the viewing process from start to finish as well as connecting to our CRM. We use PandaDoc very, very frequently. Having living documents with dynamic fields speeds up our process immensely and reduces the bottleneck that commonly comes with monitoring contracts and supporting our clients to sign.
  • Custom templates
  • Connectivity and integration
  • Document lifecycle tracking
  • Dynamic fields
  • The UI is clunky, resulting in a frustrating UX
  • It often freezes, resulting in lost work
  • We experience seemingly random failures that result in lost work
  • It is not a great sandbox experience for novice users, which is generally the case for the people executing tasks with the software
  • It's easier to use than standard contract practices (paper and certified mail)
  • It's simple to send reminders, and automate that task
  • We spend far too much time re-doing our work due to the freezing and UI issues
If you have a template and only need to make changes to the dynamic fields (name, address, etc) it works very well. The level of integration we have with Salesforce is absolutely seamless, which is very useful for our team to have omnichannel transparency.

However, we spend far too much time fumbling around when we need to present a more customized contract and it's very problematic.
We don't allow redlining, as a rule. Our team also doesn't use commenting. The mobile-friendly signatures are excellent, as it provides our clients with an added level of simplicity and convenience. Real-time notifications are fine, we don't "need" that feature but it is nice to have.

Having a library of templates is very nice.
This gets high marks because it's pretty much up to the level of design work the end user is capable of.
  • Omnichannel transparency; Once the docs have been created operations can see what is expected on the execution.
  • The automated nudges are very effective with getting clients to re-open the document

Do you think PandaDoc delivers good value for the price?

Not sure

Are you happy with PandaDoc's feature set?

Yes

Did PandaDoc live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of PandaDoc go as expected?

I wasn't involved with the implementation phase

Would you buy PandaDoc again?

No

It's great if your document process is relatively boilerplate and consistent. If you need to make edits to these documents, it's not intuitive and often results in lost work, and inconsistent presentation. This is 100% a UX issue, as with enough training it could be addressed but I feel the daily user needs this to be very easy to use and navigate.
It shines when it comes to integration and tracking the lifecycle of the documents.