Overall Satisfaction with Workfront
Our organization uses Workfront in a few different ways between sales, marketing and leadership.
1. Sales team submits requests for marketing support and to request marketing collateral.
2. Sales team uses Workfront to request approval for client events they would like to host, or sponsor.
3. Sales team uses Workfront to submit budget approvals from leadership for projects they are working.
4. Marketing uses Workfront to assign tasks and projects received from the sales team and track the progress.
5. Marketing uses Workfront as a project management tool to track their own internal projects.
Those are just some of the ways we currently utilize the tool
- Flexible and easy to work with. The tool is incredibly flexible and easily customizable when it comes to page layouts, forms and processes. Also, the online training and FAQs provided on the website are very comprehensive and almost always provide the information you need for support.
- Reliability! - What's important to us is a platform's reliability and Workfront is, if anything, just that. Like any systems, you may experience an occasional hiccup, but the Workfront technical [support] is always on top of things and 99% of the time sends notification of an issue before you even realize it exists. Additionally, regular status updates are sent, including a final notification the issue has been fixed, which usually isn't long. When the system stops, projects can come to a halt, so reliability is key.
- Technical Support - The Workfront tech team are all well informed, professional, but very personable. I know with other services and equipment we use, there are those occasions you dread having to contact a tech support team and the two things that you ask yourself are 1. Will I actually speak to someone? 2. Should I go get a cup of coffee and a snack, because I know I'm going to be on hold for awhile?
- Anytime I've had to call Workfront they almost always answer the phone within a couple of rings, but when they don't, I'm usually only on hold for a minute. The other thing I like is you start with level 1 support, who can usually address my questions, but when they can't I'm warm transferred to the level necessary to address my needs. On that rare occasion that someone hasn't been available, they get my contact info so someone can get back to me and within a minute after hanging up I receive an email summarizing our conversation, copying the department who will be helping me, which is normally a short time after.
- Workfront listens to its customer's needs and delivers - Recurring feature updates and continuing education are pretty much the norm with Workfront. I receive regular emails about webinars and regional meetings discussing new features and enhancements to the platform and it's not those type of lectures that pitches something and ends the call. It's Workfront SMEs and other customers discussing what's new, tips and hints on how to use the tool more efficiently and knowledge sharing with real customers and the Workfront team.
- Sorry, but right off the top of my head I really can't think of any shortcomings. I honestly feel pretty comfortable with the support I receive and the people at Workfront I interact with and with the training that's provided, I feel good about using the tool compared to other systems my company uses.