Item: Litmos
Rating: 1
Author: Judy Schwartz

Use Cases and Deployment Scope

This is out Learning Management System to train new hires on compliance courses and also use it for specific focused training for things such as phlebotomy, medical assistants, etc. There are compliance courses thru SAP Litmos that are done In Person during onboarding but there is no way to incorporate them as inperson class that shows them as complete. Each one has to be individually marked as complete. If there is a solution, there really is no one to ask as their support is not helpful to our needs. Rather than have a conversation it is all thru a ticket and they often direct you to their videos or material which doesn't help work out a solution. We were two months into setting up the LMS for the company, and I was
still learning the program with the assistance of the sales person.
Their reorganization changed all support to online or their videos and
written material which is extremely difficult when you are setting up a
brand new program. Every question still has to be sent thru support
since there are no actual people to talk to. Their support pages are
the most confusing and frustrating help tickets I have ever dealt with.
Even today, I got an email about new features and can not find the page
that will list all of the new courses. Every support page has you
choose among the numerous products--and SAP Litmos never seems to be
listed or if it is, it has a different term for it. If I knew this when
we invested the money to purchase Litmos, we would have gone to another
LMS program.

Pros and Cons

Creating content is relatively easy

Support pages are much too complicated
Support page needs to be designed for one product, not every product
I would like a representative to whom I could ask simple questions without going thru support tickets
They eliminated our own onboarding person to help understand the program when we purchased it so I have to research every question I have--a real time waster

Return on Investment

Easier to track compliance completion and reminders
Reporting is clumsy if you need to customize the reporting
Easy to see if users have completed required courses
Can not seem to get a report of previous year's completion of compliance

Alternatives Considered

We purchased SAP Litmos because of the learning content it offered. However the implementation was extremely difficult because it all fell on me--there was no partner to help me through it and set it up the best way for our organization. Therefore, there are still things I feel are not done in the easiest manner.

Key Insights

Do you think Litmos delivers good value for the price?

Not sure

Are you happy with Litmos's feature set?

Yes

Did Litmos live up to sales and marketing promises?

Did implementation of Litmos go as expected?

Would you buy Litmos again?

Usability

Some things are easy--creating course content, but there are issues that users ask me that I don't understand, such as multiple emails saying they need to complete a course but they completed it before it was actually due. My managers have a difficult time figuring out how to assign items. I have a difficult time creating custom reports. The standard reports are fine.

Implementation Rating

Because SAP took away the person working with us to implement the program, I had to learn and try everything by myself which is why I don't believe I use the program in the best manner possible for my organization. Basically they had no implementation after their reorganization.

Other Software Used

eScribe

Likelihood to Recommend

The content is very good and very diverse. That is what sold us on the program. However, support in incorporating this into our organization was dropped in their reorganization; thus, they get a 1 on recommendation. I had to teach myself everything--I did not have a Litmos partner to help me work with the aspects of the LMS and make it work for our company.

Implementation Timeframe

Turning it on was one thing, setting it up for staff use was difficult without a person to turn to. Basically I had to teach myself everything since there was no person to walk me through implementation. There is still no one person to turn to.

Time To Value

Support Rating

If I could give it a negative rating I would. Worst support from any program I have had. Everything is back and forth in the support ticket. The one time I tried to chat they could not support the question. Their support page is so full of sections and products I can never find anything I need, even with a customized home page. I was hopeful that once they left SAP support might improve but it has not. I don't even know who my account executive is. Nobody has ever reached out to me. I need someone to guide me through best practices for our company and there is nobody to do that.

New Releases

I appreciate new releases, but today I could not even find the page that showed the new release features. Every time I use any of their support pages I feel nothing but frustration.

Employee Engagement

Yes, it is easier to make sure learners are doing assignments and easier for managers to see their progress.

Products Replaced

Not Sure

Key Differentiators

Price
Product Features
Product Usability

The content Litmos supplies is very good, which was a major reason for our decision. The price was competitive. When we purchased it I did have a sales representative who was helping with implementation but due to reorganization, she was terminated with no replacement or outreach within 2 months. I had hardly started learning the system.

Evaluation Lessons Learned

I would never have purchased this product if I knew support was only ticket based with no verbal interaction and no implementation specialist to help customize this program.

Litmos Customer Support Pros and Cons

Pros	Cons
Kept well informed	Slow Resolution Poor followup Less knowledgeable Problems left unsolved Escalation required Difficult to get immediate help Need to explain problems multiple times Support doesn't seem to care Slow Initial Response

Product has some good features but support is lacking

Overall Satisfaction with Litmos