Highly customizable and affordable system with excellent customer service

PROS: Agiloft especially excels at scalable customization, fair pricing and customer service. All the staff I've encountered at Agiloft (not just the initial sales contact), from the implementers to the billing staff, have been responsive, friendly and helpful with a "can-do" positive attitude. They are a professional, dependable service-oriented team. Billing with Agiloft has always been very fair and transparent. The possibilities with Agiloft's system are nearly limitless. If inclined, the administrator can take on a significant amount of the maintenance and design of the system. I had no programming experience, but using the available documentation/tutorials and custom training available along with the creative ideas my implementer offered, I was able to become quite independent and save our company money while having a tailored, high performing contract system that grows with our organization's needs. CONS: With so many possibilities for customization comes a number of decisions that need to be made. This can be time-consuming, but Agiloft offers the customer the option to make as many or as little of the design decisions as works for them. We'd much rather have the problem of too much choice than a situation where the system doesn't fit our needs enough or where the cost of having an engineer design everything in our system is prohibitively expensive. If your organization wants to handle some of the maintenance and design, there definitely can be a learning curve for the more complex aspects but also great payoff in independence and control of the direction of the system. RECOMMENDATIONS FOR OTHER BUYERS: We had a very lengthy review process that involved intensive research. We recommend strongly considering how experienced and knowledgeable and stable the vendor is (not just who has the slickest app or tech conference booth). We also recommend noting how much the vendor listens to you during the sales process. Agiloft has been a solid industry leader since the 1990's and did not pressure or rush us to make our decision. They were patient and respectful and worked hard to understand our unique needs as a nonprofit and as a public media organization. We recommend taking time for the demos, using the free trial versions and talking to the vendors thoroughly about what is and isn't included and how they operate. We also recommend reading the PCMag review as it was comprehensive and captured what makes Agiloft different from its competitors.

Best software purchase I've ever made

I don't want to sound over the top, but I have nothing but good things to say about Agiloft. As a rapidly growing company we had many manual processes which needed to be automated. Having a system that fit our business model was important, and I went through a lot of tools before I settled on AG. By far the strongest aspect of Agiloft is its ease of customization. Literally all customization is point and click, and within about 40 hours of our initial installation (which we did ourselves on our hardware), we had a system up and running which accomplished what I was unable to do with any other product. Since the original implementation in October 2011, there has not been a week where I have not been rolling out AG into other areas of our business, to the point where we now track everything from sales leads to fixed assets, billing, and service in AG. Our users have learned quickly, and have been happy to have a system that helps them do their jobs well.

Pros

- Ease of customization - Everything is point-and-click and easy to understand. We have not had to write any code, yet we're integrated with several other mission-critical systems within our business.
- Ease of use - Even our fairly non-technical users find AG easy to pick up, and with light training are productive immediately. I attribute some of this to the user interface, but even more of it to the fact that we are able to mold the system to our business flow and terminology, so it's already familiar.
- Performance - We have a few dozen people in and out of the system all day, and rarely have any trouble. We did install on our own server, and sized it according to AG's recommendations.
- Quality - While any software product will have minor annoyances that you would like to see fixed, there are only a few of those. We have had absolutely zero bugs that have stopped us from getting the business value out of AG that we need.
- Cost - Very reasonable per-seat fees, no upcharges.

Cons

This is not a con, but my only advice is to find a champion for the project internally who understands the business processes you're wanting to implement in AG, and who has the time to focus on the project. Don't be afraid to implement what you need, and then tweak over time as requests come in - you'll rarely get everything right in a first pass and you'll get the best feedback after a minimal process has been in the users' hands for a week or two.

Good Customer Service Goes a Long Way

Pros

What I like the most regarding Agiloft is their customer service. When I first started setting up our CRM system, if I ran into any stumbling blocks or had any questions I would just send off an email and I would almost immediately have someone answer my question or via email or if it was something complicated to explain, we would get on a video conference and they would show me step by step what I should do. They were always extremely friendly and extremely helpful and very knowledgeable. Most companies I deal with you can't even get through to customer service, but the Agiloft staff is always right there when I need them.

Cons

Some of the administration set up can be a little bit tricky at times. Usually I could figure things out for myself, but sometimes I would have to seek additional help for Agiloft customer support.

Versatile system offering easy and quick customization

Pros

The overriding advantages of Agiloft's product/company:
1) It can be customized to do almost anything with almost no programming, and quickly: truly a system designed for users to modify. This supports living process that increases adoption rate and reduces operational errors.
2) It is possible to create and maintain the system and its customizations with a very small commitment of staffing because the customization method is very efficient and largely self-explanatory.
3) The support is excellent: failures and bugs are addressed promptly and software updates containing bug fixes are delivered much faster than industry average.

Cons

1) The user interface is dated looking. This is a minor issue since the simplicity helps with the ease of configuration and does not get in the way of functionality.
2) The organization of the user interface is around data rather than process. Process needs are fully accommodated, but the data-driven approach means that processes that access more than one data type can be more difficult to implement or represent on-screen to users. However I have not come across any customization that could not be made with the system.
2) Sparse documentation. Some of the more advanced features as well as effective tuning require support or professional services even though they are not difficult to implement.

We utilize this unique tool to manage requisitions, approvals, and contractor ticketing.

Pros

Agiloft is very user friendly and has tremendous flexibility for you to customize your Knowledge Base and develop workflows to automate mundane tasks, eliminate human error, integrate with other software tools, and increase end user satisfaction. Agiloft has decreased our requisition approval turnaround time by four days - a huge value add to a fast pace high volume company like ours. Once the platform is built, the implementation specialist arms you with all of the tools necessary to make modifications and updates as the need for tweaks arises.

Cons

We have a history of quick but unhelpful responses from customer support. Fortunately, we are able to work with our implementation specialist when support tickets require escalation. There is a clear eagerness to assist, but the communication from support lacks depth. You have to be extremely specific with your desired resolution.

This product has been everything we needed from it since it was purchased.

An automated electronic service desk ticketing and tracking system.

Pros

We have been able to adjust this product to our specific needs. Easy to make changes whenever you need to and if you can't remember how to make the change(s), Agiloft Developers are always available to assist.

Cons

I can't think of many negatives. Sometimes it is hard to explain to the developer(s), that assist with making changes, exactly what you need done and how you want things to work. This is usually resolved after additional questions/emails/phone calls. The only other negative for me is that I'm in the Eastern Time Zone and Agiloft is in the Pacific Time Zone. That four hour difference sometimes leads to a longer time to resolve questions.

An Enterprise CRM Solution that's up to the Challenge!

Pros

Agiloft is without question the easiest CRM solution to setup, customize, and deploy. Your only limits are your imagination. The product comes with out-of-the-box applications already setup which makes it easy to get started.
I have been using Agiloft software for over 10 years and have had nothing but accolades. They truly understand the meaning of delivering exceptional software.

Cons

Someone will always find something they don't like about anything. I would prefer to say that I have been using Agiloft for so long that it currently meets all of our needs and I have had not had any issues. The product just works.

When it comes to Contract Management... very MODERN, for today's technology and use of software.

Ease of use and accommodations for the purpose it serves.

Pros

Agiloft stays updated with today's technology and marketing trends in order to bring its customers the latest in Contract Management and other software services.

Cons

There are certain things that has to be done in order for it to function properly with other internet sources such as Firefox and Chrome, but once you make those accommodations everything works just fine.

Agiloft, the software that keeps on giving!

Pros: Going on our 10th year of using Agiloft our companies survival depends on it. Almost everything flows thru Agiloft from Customers, Contacts, Support Tickets, Billing, Announcements, Email Marketing, Prospects, Opportunities, Quotes, Projects, Tasks, Software Licenses, Products and etc. The ability to setup new fields, records, tasks, rules and workflow is without question the easiest product on the market to setup and use. The web interface is easy to customize and setup to your business needs giving staff a minimal learning curve from new interfaces to converted legacy systems. Security based views allow for easily setting up views for administrators to view fields that would not be seen by other personnel. There are so many options available it's almost impossible to describe all of the features. You just need to find out for yourself just how flexible it is. Other factors that made our decision to go with Agiloft were price, support and continued software updates including new features and functionally that are always being released. Cons: For me, there are no cons. Agiloft does everything I need and more. Overall: Without Agiloft, supporting our customers would be near to impossible. It is our main interface to our customers and supporting our customers is our top priority. It is used by everyone in our office from customer service to sales. Some of the key points of Agiloft is its security, scalability, backup and restore, building solutions without coding, integration with other systems, web interface, etc. It's always great to be in a meeting discussing new feature and functions that people would like to see and have them implemented within hours of the discussion.

A very flexible application for handling workflows

Cal Poly choose Agiloft (then Enterprise Wizard) based on two points. The first was that it was the best fit for the type workflows that we wanted to implement. The second point was that it required almost no programming outside of the GUI interface. That second point allowed us to get the product up and running without the use of our programming staff (their time is very valuable and in great demand). We use the product to track the following type of requests: 1. Technical service needed (hardware, software not working, etc.) 2. Account requests (new/modify account requests to various systems on campus) 3. Software requests (all software available to campus users) 4. ITS related assets (all hardware controlled by ITS) 5. All types of technical abuse complaints (copyright issues and other types of inappropriate usage) 6. Surveys about the follow-through of the staff to requests entered into the system We have about one and a half FTE's to handle issues and to perform any updates, modifications or new additions. Our user base is about 5,000 staff and faculty and about 20,000 students. We generate almost 6,000 requests per month. The system is hosted and it is both very scalable and the response time is very good. The Agiloft staff are all first rate and extremely responsive. This is one of the best if not the best companies that we deal with both in terms of responding to issues and being available to help us with modifications and additions to the system. We are putting more and more types of requests with various different workflows into the system due to the easy of implementing and the fact that it does not require programming staff time.

Safe Horizon has successfully implemented the Agiloft Contract Management System as tailored to meet

Transitioned from a completely manual system to a sophisticated all encompassing digital one.

Pros

Extremely flexible and user configurable to a degree I haven't seen before in a product of this type.

Cons

The Group and Team concept and settings are difficult to understand at first and can be daunting to implement. Once understood the level of security and functionality is very impressive.