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Very Unhappy
April 12, 2018

Very Unhappy

Anonymous | TrustRadius Reviewer
Score 2 out of 10
Vetted Review
Verified User

Overall Satisfaction with Social Solutions ETO

ETO is being used by all of our services as a client management system. We're using it to collect demographics, record efforts, track client progress, and produce various reports for grants, program and agency statistics, and staff management. The system is also used to track internal processes such as background checks and marketing efforts.
  • ETO's greatest strength is its reporting capabilities, which runs off SAP BusinessObjects Web Intelligence
  • Data entry forms are highly customizable
  • Granular access permissions for user accounts
  • ETO only works on Internet Explorer. There are no mobile apps, and it does not scale down well on a tablet or phone web browser. The fact that a large SaS package like ETO is not browser-neutral and device independent in 2018 is astonishing.
  • Social Solutions continues to release add-on modules for ETO, but the core software has seen very little improvement over the past few years. When upgrades are made to the core system, only specific areas are improved, leaving others behind. Because of this, ETO feels extremely fragmented.
  • All major upgrades come in the form of add-on products that cost more money.
  • Support is sometimes very slow and difficult to work with.
  • Our grant reporting process has been dramatically improved. Instead of collecting information from several different sources, we're able to run a single report from ETO that pulls data from any number of programs and services.
  • Over the past several years, the amount of time our IT department spends on troubleshooting issues and working with Social Solutions support has increased.
  • Penelope by Athena Software, CiviCore and KaleidaCare
No other software package we've researched can match ETO's reporting capabilities. All other software packages, however, have better interfaces, are browser-neutral, and are mobile-friendly. We selected Social Solutions ETO because it was the best software package we could find at the time. Over the past 7 years, competitors have quickly caught up and passed ETO in many areas.
As a simple case management system for users that are not mobile, ETO does the job well, but if you try to expand your usage within the system - even to areas that it's designed to handle - it's extremely likely that you'll run into bugs or issues that will prevent you from proceeding.

If you have a mobile workforce, or work from devices that require something other than Internet Explorer, ETO is not a good choice.