In my experience, System Bugs & Bad Customer Service
September 23, 2024

In my experience, System Bugs & Bad Customer Service

Anonymous | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User

Overall Satisfaction with Sage Intacct

Sage Intacct is our Accounting ERP. We use this tool for GL recording, Financial Reporting, Contract Billing, Cash Tracking, and contract Revenue Recognition. We implemented Sage Intacct to increase our company's efficiency with Contract and revenue tracking.

Pros

  • Contract Revenue Tracking.
  • Contract Billing.
  • Dimension Reporting.

Cons

  • GL is super dated and hard to navigate.
  • Contracts need to be setup within their parameters, customization is very difficult.
  • Lacking Canned reports- You need to create all your own financial reports.
  • You have to create reports to see any information—e.g., if you want to see transactions for one customer, you have to create a report rather than navigating to the customer and seeing everything in one place.
  • In my experience, their customer service is horrible. All the bugs and dated functionality would be easier to accept if their team members were more helpful. You will be alone in figuring out problems.
  • Increase efficiency and accuracy with revenue recognition
  • System bugs significantly delayed implementation - costing us to use two systems while they fixed
The automation of contract billing has benefited our company. The manual effort to bill was significantly decreased.
Contract revenue management has increased the efficiency and accuracy of our company.
The vendor helped. We had a very rough implementation because of their system bug. The consultant we worked with was very helpful with our GL implementation of Phase 1, but, in our experience, once we started Phase 2 or the advanced CRM the amount & quality of support we received was severely diminished.

Do you think Sage Intacct delivers good value for the price?

No

Are you happy with Sage Intacct's feature set?

No

Did Sage Intacct live up to sales and marketing promises?

No

Did implementation of Sage Intacct go as expected?

No

Would you buy Sage Intacct again?

No

In my experience, the customer experience with Sage Intacct was so horrible it seemed like it must be a joke. I have never in my career experienced an implementation like this. We experienced bugs during implementation that their dev team had to fix and copy to our production and they were unapologetic about how those problems effected our company operationally.

Sage Intacct Feature Ratings

3.1
Accounts payable
3
Accounts receivable
3
Cash management
3
Bank reconciliation
3
Expense management
Not Rated
Time tracking
Not Rated
Fixed asset management
Not Rated
Multi-currency support
Not Rated
Multi-division support
Not Rated
Regulations compliance
Not Rated
Electronic tax filing
Not Rated
Self-service portal
1
Global Financial Support
Not Rated
Intercompany Accounting
Not Rated
Journals and Reconciliations
4
Enterprise Accounting
Not Rated
Configurable Accounting
5
Centralized Rules Framework
Not Rated
Standardized Processes
Not Rated
Not Rated
Inventory tracking
Not Rated
Location management
Not Rated
Not Rated
Pricing
Not Rated
Order entry
Not Rated
End-to-end order visibility
Not Rated
Not Rated
Reimbursement management
Not Rated
2.3
Dashboards
1
Standard reports
1
Custom reports
5
1.5
API for custom integration
1
Plug-ins
2
1.5
Role-based user permissions
2
Single sign-on capability
1

Comments

  • Bethany McDermott | TrustRadius Reviewer
    Bethany McDermott
    (Vendor Representative) commented a year ago
    Thank you for your feedback on Sage Intacct. We apologize for the difficulties you experienced with the GL navigation, contract customization, and the lack of canned reports. We understand the frustration caused by having to create reports for basic information and the challenges with customer service. We appreciate your acknowledgment of the benefits of contract billing automation and the helpfulness of our consultant during Phase 1. We are committed to improving our system and support to ensure a better experience for all users. Your insights are valuable to us, and we will use them to make necessary improvements. To address these issues more effectively, we encourage you to speak with your customer success manager. Alternatively, you can get in touch with me directly at bethany.mcdermott@sage.com Thanks, Bethany McDermott Sage Customer Marketing Manager - Reviews

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