Item: Quickbase
Rating: 8
Author: Tammie King

Overall Satisfaction with Quickbase

Use Cases and Deployment Scope

We use Quickbase for many different reasons. It is easy to build applications for any issue you may face. We have created Ticketing Systems, Surveys, Workflow Tools, Reporting Services, and much more. The versatility of the product allows us to be creative with our solutions. But taking some of this work out of Ecxel spreadsheets, it has given us greater visibility into the data and we can't seem to stop finding use cases for it.

Pros and Cons

Pros

Community Outreach
Training
Product Improvements

Cons

Price
Help Desk
"Real Time" user interface (They are getting there)

Return on Investment

Time Savings
Reduced Risk

Alternatives Considered

ServiceNow IT Service Management

It allowed us to build the app we wanted

Key Insights

Do you think Quickbase delivers good value for the price?

Not sure

Are you happy with Quickbase's feature set?

Yes

Did Quickbase live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Quickbase go as expected?

Yes

Would you buy Quickbase again?

Yes

Other Software Used

Microsoft 365

Likelihood to Recommend

I really enjoy the flexibility that Quickbase has to offer. I love that the community is supportive and you can get a question answered day or night. The development team is forward facing and does not shy away from answering tough questions or taking feedback to heart. It seems as though their help desk is an afterthought and they prefer you go to the community for answers. Unfortunately, I have not found much luck asking for help through their online ticketing system. It would be nice if Quickbase owned their "Bugs" and publish them in release notes somewhere so that users don't waste time trying to fix something that is a known issue. It's a fine line and we all walk it, so publish a "Secret List" Otherwise, it is a solid product with very good uptime. It is evident that they are working every day to build a superior product and for the most part, it exceeds expectations.

Using Quickbase

Users and Roles

400 - All aspects of the business. (Legal, Training, Finance, Support, Marketing, HR, IT, etc)

Support Headcount Required

Business Processes Supported

Work Tracking
Ticketing System
Project Management
Surveys

Innovative Uses

Easily keep track of Deployed Applications, Group Membership and Computer inventory in 1 place.
Software & Services database to identify contracts that will be renewing as well as contacts, licenses and technical information relating to that software

Future Planned Uses

I'm sure we will continue to find ways to use the product and get value out of it.

Likelihood to Renew

We are dependent on the applications we create. Once we have systems in place and departments on board with using the Apps, it will be a tough product not to renew.

Evaluating Quickbase and Competitors

Products Replaced

Not Sure

Key Differentiators

Cloud Solutions
Scalability
Integration with Other Systems
Ease of Use

Evaluation Lessons Learned

We would make sure that support for the product was in place past the "Honeymoon" period. It took almost 2 years before we had our first App up and running, now we can't build them fast enough.

Quickbase Implementation

Implementation Rating

Their onboarding process is amazing. They do a really good job of supporting you through your first couple of Apps and showing you how it works. Quickbase University is also well thought out.

Implementation Details / Implementation Partner

Implemented in-house

Implementation Phases

Change Management Lessons

Change management was minimal

Implementation Issues

Learning curve
We used it for complex workflows from the start and needed to account for the lack of knowledge.
Time

Quickbase Support

Support Rating

If you utilize the community, the support is amazing. Unfortunately, I find their actual support system a bit underwhelming. They don't seem to have a great process for interacting directly with an issue and often sweep significant issues under the rug by categorizing them as "Enhancement" ideas or legacy items.

Quickbase Customer Support Pros and Cons

Pros	Cons
Kept well informed	Poor followup Problems left unsolved Difficult to get immediate help Need to explain problems multiple times Support doesn't seem to care

Using Quickbase

Usability

For non-technical people, Quickbase is a step up from individual Office Documents with no built-in workflow.

Usability Pros and Cons

Pros	Cons
Like to use Easy to use Technical support not required Well integrated Consistent Quick to learn Feel confident using	Unnecessarily complex Cumbersome Lots to learn