So far exceeded expectations. Almost made a mistake buying a different product that was offering all but delivering nothing except an expensive 2-3 months. Luckily I was able to extract myself and get Agency Matrix.

Agency Matrix has been around for a few years. I had been very loyal to prior product but it became clear it was not keeping up with new technology. The new product, while a bit pricey, it is more technologically advanced and comes with training and training videos. Very intuitive.

Some imbedded products are best to use outside sources, like the texting and telephony option.

It's been a good experience so far and with independence 1 month away, I'm hoping it stays that way! Lol

It was pretty easy to use, and add/update data

It takes some getting use to the downloading of data process, I wish it had an e-signature component.

Tool is useful, Training about its features or best practices should help its overall experience, as of now, for me its a get to know tool. Suggestion, Training videos must be updated + a new stream of videos not for training, but best practices, similar to what used to be done with Within the Matrix videos, but with based on common best practices like reporting combinations or automated marketing recommendations to light up the creativity on the end user's needs.

Initial Price vs benefit was great. As it has evolved, new features have come handy. Visual Agent / Automatic Marketing is a time saver big time, as long as its correctly set up. When not properly setup, lots of complains can come our way.

Lots of updates and new features were being released, not much training to keep us up with them. We had to learn most of them by Try & error, and we may still not have mastered all features. It lacks of some preset templates for agents / mangers / CSR based on most common configurations (best practices) with the option to add or remove permissions. We should be able to modify what the dashboard view and source of information, currently does not give information as relevant as expected. Reports name and descriptions are really confusing and set expectations that are not met by them.

FROM THE STANDPOINT OF COMMERCIAL INSURANCE, MATRIX IS EXTREMELY CUMBERSOME TO WORK WITH. THE SYSTEM IS FLEXIBLE ENOUGH THAT YOU CAN WORK AROUND IT'S SHORTCOMINGS, BUT IT TAKES TIME. FOR INSTANCE, YOU PREPARE A CERTIFICATE OF INSURANCE FOR A CLIENT, WHO WANTS IT SENT DIRECTLY TO HIM. YOU SELECT THE CERTIFICATE, HIT ACTION, AND THERE IS NO OPTION TO EMAIL TO THE CLIENT, ONLY TO ENTER AN EMAIL (UNLESS YOU ENTERED AN EMAIL WHEN YOU NAMED THE COI). SO, YOU CAN SELECT EMAIL AND AN OPTION COMES UP TO CC THE CLIENT. YOU CAN THEN SELECT AND COPY THE CLIENT'S EMAIL, PASTE IT IN THE SEND TO BOX, THEN DESELECT CC THE CLIENT, AND YOU ARE GOOD TO GO. IT'S AN EFFECTIVE WORKAROUND, BUT IT'S JUST CUMBERSOME. THE PROGRAM SEEMS TO HAVE BEEN DESIGNED FOR A SMALLISH, PRIMARILY PERSONAL LINES AGENCY. THE TOOLS TO SERVICE A DIVERSE COMMERCIAL BOOK WITH MULTIPLE STANDARD A SURPLUS LINES CARRIERS JUST AREN'T THERE.

EASY TO STORE CLIENT INFORMATION, CLIENT SEARCH WORKS WELL. THE MASTER LIST FOR CERTIFICATE HOLDERS WORKS PRETTY WELL, UNLESS YOU TRY TO TIE HOLDERS IS INDIVIDUAL INSUREDS. EMAILING CERTIFICATES WORKS FAIRLY WELL, EXCEPT IT DOESN'T SAVE A LIVE COPY OF THE EMAIL, SO YOU CAN'T RESEND A COPY TO THOSE CLIENTS THAT CLAIM THEY NEVER GOT THEIR COPY.

FOR COMMERCIAL INSURANCE, THIS PRODUCT DOES NOT FLOW WELL. INFORMATION HAS TO BE ENTERED IN SEVERAL PLACES, ENTERING IN ONE SPOT DOESN'T FILL THE SAME INFORMATION ACROSS MULTIPLE SCREENS. ACORD FORMS AREN'T UPDATED AUTOMATICALLY, IN PRACTICAL USE THEY ARE JUST A PLACE TO STORE COPIES. IF YOU SELL A POLICY THAT DOESN'T AUTOMATICALLY DOWNLOAD, IT TAKE YEARS TO KEY THE INFORMATION IN, AND SOME THINGS JUST CAN'T BE ENTERED.

I think it's a great product, but is a work in progress. I can't imagine working without it, but some days it is a hassle. When updates are done, it makes the site unusable. I recommend having a backup site that works the same as the current updated version of Matrix. When updating to a newer version, you should direct the link to the website to the backup until the newer version is updated.

I really like being able to handle my clients information easily. If they call, I can look stuff up very fast and determine our last conversation and the steps moving forward.

There are times where things don't work as efficient as I would think. I think the box on the left for managing tasks, should be able to be minimized when working on something. I don't think it needs to be open all the time. I think the quotes done on ITC should automatically transfer to the Matrix when quoted and marked under "Quote Received" or something showing the notes from ITC. I think when I need to speak to someone at Matrix, it should be easier to get ahold of someone. I asked twice in two different ways for a call regarding the steps to upgrading to a higher tier and no one called or emailed me back. When I am putting in a new client, a popup will say "there may be another client in the system with this info" but it doesn't tell who it is. I think it should. I should be able to text and email people directly from their profile and have it show up on Notes tab or a new tab labeled emails/texts.

Need more training. Need webinars and conferences.

This is a great starter system and really good for a small operation.

The training and support. 1. The videos are a great idea but they are outdated. 2. There should be training paths or modules designed for AMS beginners, Intermediate and advanced users. 3. They should have training webinars and have users join based on the area of interest. Renewal COI automation is missing.

very nice and professional service staff. They want to help us succeed.

For our business, we need flexibility. This allows us to build the sections of the insurance process that are most important to us.

Difficulty with the accounting/renewal processes.

We are growing at a rate of + 33% year over Year and we have hung in with the system since 2016 but are SO frustrated with the lack of response we are looking to leave. THe systmen IS not cloud based NO matter what they tell you in marketing literature... If you need Acord forms with signatures this is not the system for you. Buggy overall and the whole thing goes down far to often.

Price... till you realize "you get what you pay for"

Not for commercial. The GUI (graphical user interface) or the Screen you look at has horrible amounts of wasted space with literally NOTHING on it. a useless "tools" box dominates the "all important" right side of the screen and the accord forms ARE not cloud based. You still need to download the file, stamp your signature and upload to "attachments" meaning they are no longer in the cloud but on your PC (not good if you log in from a computer that is not yours (travel/home). The coding/development team is either overworked or just do not care about the commercial space. If you run a small sweat shop that is heavy personal lines this is ok for you. Don't buy anything above the standard package as none of the bells are worth it. IF the VP of slaes told me no totus ehte "accounting" feature as it is poor. SO we still have to double enter everything into a completly different accounting program. NOT efficient.

Overall my experience has been great with the system. It has taken a little time and practice to really get comfortable with the system but any time I've had to reach out to customer service with an issue, they have been very quick to assist and usually are able to resolve any issue I have.

This system offers a lot of great features to help with ease day to day tasks and offers a lot of great management and marketing functions. I like how you have the ability to integrate the system with other systems we use day to day to help eliminate extra work and making things more streamline. The email blasts are a great marketing features to use and helps with prospecting. I also like the ability to track and manage employee sales and commissions. I also really like the availability of training videos on the site.

It can be very complex with the set up of the system and really getting familiar with all of the features offered on the site and to really get the most out of what's offered.

Great system and great service with good helpful employees. Its not a big giant system just a good easy to use system that does most task a smaller agency would need.'

I like its simplicity however some of that has gone away as its grown. its a great digital file cabinet for clients files. Its priced great. It should be the first management system used by any new agency.

new updates are not great. they add extra steps. The new task system isn't as good as the prior version, the new notes updates now has extra required fields and extra steps. I really wish the downloads sysem had an undo button.

It did help us improve our workflow however I cannot stress the fact that the Customer Service is one of the worst I have seen. We waited 2 months one time just to have someone get back to us to add additional services!

Certificates of Insurance emailed directly with Signature, getting better with commercial policies

Customer Service needs to improve. Sometimes I am up to 1 hour on hold or get no replies back. Emailed them several times and it takes months to get a response. Also, we have to do our commissions manually as the system has a horrible invoicing operation that messes up the commissions. Something that should take minutes takes up to a day.

I have been using Agency Matrix maybe like the past 15 years or more, I was employed and that company was using this system, then I went to work for a different company, they were using a difficult software with many steps just to add a simple information , wasting your time when you need to do it in hurry, so I recommended to switch to Agency Matrix , the difference was big everybody was so happy with the change. Then just recently I open my own business, I knew what I needed to, I set it up right away .

I really would like to recommend anyone who has the need to keep your daily track of all your information , this program is very useful , I have been using Agency Matrix for a very long time, never had any issues with it. The program is easy to understand.

I don't have any opinion that I think is wrong with the system .

It's done the job well for me, in terms of the features that I use

I have used this software for almost 10 years. I keep track of my clients data, policies, etc. I travel often so having the online platform is an excellent way to keep in touch with clients no matter where I am. I have been very happy with this products (as proven by my 10 year experience with it)

Not crazy about how the info lays out on the screen. It may be my resolution, by I would like to see all the home screen boxes without scrolling

Overall it has served us well. With each update is a new learning curve for staff. I have been using since 2012.

Easy to use to impute and find information.

Geared for personal lines Agencies and not Agencies that do Commercial. Certificate process needs a lot more work. Fees and Taxes do not stay in totals with any edits to policy details. Text messaging is very minimal for the monthly fee charged.

It was a very good program until ITC made changes that now makes me scream.

I like the ease of use and customer support prior to ITC

ITC has made changes that makes the program not worth the cost savings. I am presently looking into other software providers.

Average

Looks of the system and US customer service

Confusion of the training and lack of a local training

It has been great

Price and ease of use that came with the product. Aside from this my team found it just as easy and were able to transition quickly to this new system.

It has been hard on occasion to get a hold of customer service.

good experience , although they occasionally have website issue that last longer than we'd like

Software is out of date , Agency Matrix is a web based product

the font on reports are extremely small and hard to read

Very pleased with the overall usage and storage capacity. We looked at several other systems originally and have always been pleased with this choice.

user friendly, simple to learn, great value

We've had no issues with the system for us.

Great change coming from QQ Catalyst

I can access all the text messages and email sent/received . I also loved received an email in my inbox with the items due for that day.

Recurring problems when sending emails from Agency Matrix and pdf files

intuitive customer bridge, editing and attachments functions. Good reports.

inability to purchase certain services a la cart without having to upgrade the whole thing.

Great software to start your business. You can use it to manage client files and communications, as well as use it to track policies up for renewals, keep track of said policies, and easily create reports.

Our company quickly outgrew the Agency Matrix program, but in the years that we did use the program, it helped our company grow into one of the leaders in our industry because we could keep track of our clients and their policies, monitor who had accounts coming up for servicing and renewals, and keep on top of communication with clients. Attaching files and viewing files was easy to do and the whole program didn't take very long to learn. Customer service was helpful when needed.

Price keeps increasing

Able to keep up with my clients and polices and other

Takes up too much time when you have to do Manual data entry

[SENSITIVE CONTENT HIDDEN], our trainer, was wonderful. Our transition was slow, but she was patient and super helpful. Any time I have had to call for support, everyone has been very helpful and courteous.

Ability to keep all customer data, accounting, commissions in one program and variety of reports and correspondence options.

No real cons once we got everyone trained.

Nothing truly special about this software other than the lower priced entry point compared to other management systems and their mobile friendliness isn't very friendly since the software is cut off. If money is not a major concern and you know you will be spending a good chunk of mooney on this type of system anyway, stay away from agency matrix

Customer service is horrible. They will ask you to follow the video instructions provided with the software which is bad enough but then to top it off the video's are out of date to the point that you cannot follow them along, so then you email their support team and they either ignore you, provide a false answer or say they will reach out to you but never do that either.