Tigerpaw Software

3.76 / 5 (50)

About Tigerpaw


Tigerpaw is a cloud-based professional service automation (PSA) solution designed for small and mid-size customers. It offers project management, time tracking and billing management within a suite.

The project management functionality enables users to schedule technicians and other resources required to organize tasks. This feature also allows project managers to create workflows and monitor maintenance contracts.

Tigerpaw also enables users to filter service orders by customer, technician and service issues, while automated billing and invoicing functionalities help the billing process. Further, it sends automated emails and alerts for recurring invoices.

With dashboards and reporting modules to help users track and monitor technician time, measure profitability and asset utilization rates. The solution enables service managers to make decisions about staffing levels and service order management. The pricing is on an annual subscription basis that suits individual users as well as large enterprises.



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Supported Operating System(s):

Windows 7, Windows Vista, Windows XP, Mac OS, Linux, Web browser (OS agnostic), Windows 2000, Windows 8, Windows 10

50 Reviews of Tigerpaw

Average User Ratings

Overall

3.76 / 5 stars

Ease-of-use

3.5

Value for money

3.5

Customer support

3.5

Functionality

4.0

Ratings Snapshot

5 stars

(25)

4 stars

(11)

3 stars

(2)

2 stars

(1)

1 stars

(11)

Likelihood to Recommend

Not likely

Very likely

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Showing 1-20 of 50 reviews

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April 2019

Brad from Protex Central Inc

Company Size: 51-200 employees

Review Source


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

April 2019

Creeping up on two years using this software platform.

I am very pleased that we have chosen Tigerpaw Software.

Pros

The platform is what I call a full circle software for our business. CRM, ERP, Etc. All in One! Tigerpaw allows integration with Quickbooks and other programs which make it even more powerful. The structure of Tigerpaw allows a great deal of flexibility, allowing business's to tailor the Software to their business needs. Mobile Portals, Employee Portal and Customer Portals allow a diverse method of working with Tigerpaw while providing an ability to service our Customers at a much higher level. Allowing our com to mover from Service Contracting model to a SaaS, CaaS and MSP platform.

As we have discovered, companies looking to move to a new software system need documented existing SOP's and best business practices and then apply them to the software implementation. We have been using the product exclusively for two years come July and are still implementing and automating our process's. You can start very simple and then build the system to meeting your criteria in terms of operations.

The matrix in Tigerpaw is possibly the most extremely powerful tool in Tigerpaw, allowing management of data as well as nearly any process you can imagine. Workflows are also a very powerful tool within this system that we use extensively to automate operations.

It's easily the best and the most affordable platform we have used. (If you are a Salesforce user I feel for you!) We can do nearly everything we need from development to reporting without the need for a professional developer.

Cons

We are very mobile dependent and the Mobile Ap could use some updating. We have roughly 30 technicians that are very dependent upon the Mobile AP to perform their daily duties. At times they must toggle between our Tigerpaw Employee portal and the Mobile portal to perform their jobs. As with many Aps field length on phones can be a struggle. Longer field length for Account names and display of Opportunity and SO numbers would greatly enhance our mobile operation experience.

March 2018

Shawn from USA Security, Inc.

Company Size: 11-50 employees

Review Source


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

March 2018

From Paper to Tigerpaw

Before Tigerpaw: Our company operated with SalesForce as the CRM, ACT! as the scheduling software for our Installation Department, QuickBooks for quoting and purchasing, and a variety of Excel spreadsheets used to track one issue or the other. We were a paper based operation with hundreds of active projects and service orders stacked in in/out boxes throughout the company. Everything worked fine as a small company but was we grew we needed a software vendor that could stitch the various departments together. The APP: Allows all the employees to see what jobs they are scheduled for, the password keeper has helped immensely by managing the various customer’s network and password information in a completely secure manor. It also allows the technicians in the field to take pictures of before and after work is finished and immediately it is available for the customer to review on the Customer Portal or the staff back at the office.

Pros

Pros: I am treated, and I treat, the staff at Tigerpaw as a member of our own team here at USA Security. The service department answers the phone in less than a few minutes (most of the time). The training department has a few options for your staff to learn the program: online self-learning through the academy, 1-2PM daily “Ask the Experts” for a round robin style Q&A, and you can pay to have one-on-one time when/if needed.

The Customer Portal and Employee Portal have made our interactions with our national accounts much easier to manage. Customers now have access to all the service orders opened by their regional managers, attached documents have a central home, and clients can manage access to Tigerpaw to open trouble tickets, request a quote, or look in at the progress of a project. The Employee Portal allows our technicians to upload documents, request changes to projects, and write detailed scopes of work from their laptops in the field.

The Microsoft Exchange integration with Tigerpaw has enabled us to share and create graphical calendars with the install teams that show us availability of the teams months in advance. We have coupled this feature with the dispatch board built into Tigerpaw to create a Project Service command level view of the company.

We file in over 22 states – with the Avalara AvaTax Integration all of our taxes are handled electronically and days’ worth of computing taxes has been reduced to minutes. The anxiety of all the various tax districts and changes in the law are handled seamlessly and we never need to second guess the tax rate at the county, state, or city level any longer.

The QuickBooks integration is easy to manage and run. QBTraks integration will show you errors when it finds a problem and gives you the opportunity to fix them before they go into QuickBooks. This saves time in not having to clean up two separate databases.

Quotes are easily transferred to projects and service orders when they are won. Creation of Purchase Orders for the projects, receiving goods, tracking programming and building time logged are all extremely easy to use and track. Customer assets are easy to manage and when a RMA is required for a product you have sold Tigerpaw makes it easy to create a RMA and track the flow of product from return to service.

With their built-in Matrix feature you can create any customizable tracking matrix you need to monitor your company. There is no need to create custom reports in Crystal Reports if the built in reports are lacking some data point you require. You have access to the entire database and if Excel is your thing you can create the Matrix and export it to Excel if that’s where you feel more comfortable working.

Cons

Cons: Would like to see the APP work as a payroll tracking device as well. We currently have two APPs, one for the employees to check in for payroll purposes and the Tigerpaw APP to track travel and site work time. This is more of a feature request than a con.

March 2018

Richard from Decision Digital

Company Size: 11-50 employees

Review Source


Ease-of-use

4.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

March 2018

Tigerpaw success for 18 years

I've read some of the other reviews posted here about Tigerpaw. I certainly hope you will take my comments as factual coming from someone who has invested the proper time and energy into Tigerpaw for the last 18 years. Much of what I read and see regarding negative feelings comes from a place beyond the control of Tigerpaw. Tigerpaw is a line of business application; the most important one in our organization. The operational excellence we have achieved using it came from the marrying of Tigerpaw to well-established business processes. Period. No LOB software, including Tigerpaw will be successful without solid, clearly-defined business processes. If you learn the software and its capabilities, and allow yourself to refine your business processes to work with it, Tigerpaw becomes the sun in your service business universe. No gimmicks, no craziness, no runarounds. That is just not their style. And, if you don't know the answers or need assistance, the trail has been well tamped by a strong community full of ambassadors and experts that can show you the way. In my career as an IT professional and owner, I have often observed the collusion and confusion of the words installation and implementation. Two very different things yet people see them as the same. Our current mobile culture leads people to believe an application can be installed on a Friday and go live on Monday. That is not the case with a product as sophisticated as Tigerpaw. Installation is first. Next comes thought, discussion, planning, programming, and implementation. At that point you can measure with accuracy and make decisions based on relevent information. That is the process. Somewhere along the way, people forgot that software companies are...well...software companies. They develop products and offer setup instructions. Implementation is shaped by those instructions but not performed by them. People buy cars from a car dealership. And the process usually ends the same way. Here is how you start the car; the instructions are in the glove box or online; don't forget to give me 5-stars on the survey you receive next week. And then, you drive away. No one learns how to drive a car at the car dealer. They learn from a sibling, a parent or a professional driver. Line of business applications are exactly the same. In Tigerpaw's case (thankfully) there are a number of professional driving instructors out there to teach you how to drive...and drive well.

Pros

- All-encompassing product that touches every facet of our 20-year-old IT managed services/PrivateCloud/hosting firm
- The Matrix...perhaps the most powerful tool available in any PSA for easily assembling information in an actionable view (you can even export it to Excel). No SQL dev needed; no Crystal dev needed. Just all your info with cool calculations, drill-downs, and filters. Simply awesome
- Automatic synchronization with QuickBooks. No export/import files or juggling data around. It just synchronizes our Tigerpaw data right to QuickBooks
- Excellent workflow engine. Love this feature. Keeps our sales and technical teams in-the-know. If something is taking too long, getting too old, or amassing too much time, Tigerpaw tells us. It also alerts us about warranty expirations, software license renewals, carrier contracts, even sales tax certificates...long before they expire.
- Connect pretty much any way you want. Use your desktop, use the web interface, use the mobile interface...Tigerpaw is everywhere on every device all the time.
- Automatic contract and agreement invoicing. As an MSP, this is crucial for operation. Contracts and agreements automatically invoice and process credit cards for us. Huge time savings
- Time sheets. I've seen other systems and no one has anything quite like it. Check the availability, utilization, and billable time for techs in a single view. Great for finding gaps in billable times. Wonderful for techs to make sure they are hitting the mark.
- They listen. Perhaps the most important thing! Contacting Tigerpaw with suggestions or reaching to support is a positive experience handled by thoughtful people that actually use the software each and every day.

Cons

- Some things take a few more mouse clicks than we prefer.
- The interface needs a bit of love
- More partnerships and tie-ins would send help and would send the product into orbit.

May 2018

Jim from TEI Communications

Company Size: 11-50 employees

Review Source


Ease-of-use

5.0

Functionality

4.0

May 2018

Just passed our two year milestone!

Tech support is top notch and the Ask The Expert webinars Tigerpaw puts on each day are extremely helpful. It provides these webinars know their product inside and out.

Pros

We've been on Tigerpaw two years and two days as this review is being written. Our company can not express enough how happy we are with our choice to move to Tigerpaw. Wish we would have done it 12 years ago when it was unfortunately outvoted by the owners would picked a CRM solution that we had to create multiple workarounds in Microsoft Access and other applications just to make useable. A lot of time and money wasted. Now that we are on Tigerpaw, life is a whole lot easier especially for the I.T. Department. As of today we have 26679 active accounts and roughly 1500 active Subcontractors loaded in Tigerpaw. With these numbers it's easy to see that we use Tigerpaw to it's fullest capabilities. We just upgraded to Version 17 so we can take advantage of the new REST API integration that Tigerpaw has added. We plan on bringing in a 3rd party Helpdesk solution to further enhance our capabilities and the new API should make the connection seamless.

Cons

The Web Portal does not work well for a company like ours and the way we have the Tigerpaw database set up. However, with an open API we can overcome this.

May 2018

Angel from POS Solutions llc

Company Size: 11-50 employees

Review Source


Ease-of-use

4.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

May 2018

How I missed My Tiger Paw

Pros

After over 25 Years in the POS industry here is how I look back at my CRM experiences. Firstly I started in 1987 with a dispatch program that came with our accounting system (Automated Service) .. and a separate CRM for sales.. as time progressed that company exploded and needed an integrated solution. then we moved to Astea CRM for service .. it was bulky and slow. but had huge data crunching capabilities.. I then moved to a company that had been using Tiger Paw.. I learned to love the "list" mentality of Tiger Paw.. over time I launched my own company and thought I need something better than that "legacy looking system"... I then signed up for one APP based program after another.. two years in.. I decided to price out Tiger Paw.. and I thought .. wow that's expensive.. and ended up with Connect Wise. NOW.. the monthly subscription model seemed great .. less money up front .. but that turned into less functionality up front .. then came Dtools.. great for quoting , less impressive for Sales CRM and Service .. now I'm happy to say I'm back with my trusty Tiger Paw.. it was a long Journey..

Cons

Just wish I had a better report building capabilities within the program and better ways to present quotes to clients..

April 2018

Randy from Carousel Industries

Company Size: 1,001-5,000 employees

Review Source


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

April 2018

Top notch customer service

I have worked in the IT field for the past 20 years and have never come across a company as passionate and willing to support their customer base as Tigerpaw has. This is one of the vendors I enjoy calling as any issue is usually minor, addressable quickly and handled with care each time. I am never left wondering if a call to support is going to wreak havoc on my day, as it is always a pleasant experience

Pros

Tigerpaw Software has served us for many years with minimal issues. The system has handled numerous custom integrations and customization's to better fit our needs. Tigerpaw goes above and beyond in support of their customers and really leaves you feeling like you have a partner, not just a solution. The software is easy to use and navigate for end users.

Cons

Any negatives I have with Tigerpaw Software is in direct relation to the version my company is on, which is aged quite a bit at this point. This really speaks to the software as a whole as even being outdated and missing out on some new and exciting features Tigerpw has added, we have still been able to keep the software running smoothly, while ever increasing the load on the environment

May 2019

Beth from Sam E Mitchell Jr. & Associates

Company Size: 2-10 employees

Review Source


Ease-of-use

4.0

Value for money

3.0

Customer support

5.0

Functionality

4.0

May 2019

Great software

We have been using TigerPaw for awhile. Our start experience was the best, but we had spent all this money so we dug our heals in and made it work for our company. In the last 3 years, I have noticed major improvements in functionality and customer support. They are certainly more customer minded!

Pros

The support staff is great to work with. They are friendly and courteous.
We can track everything we need and then some.
It is fairly intuitive for users.
It integrates great with Microsoft and Quickbooks!
Software helps us to automate our business systems and will only get as we learn and utilize more of the system.

Cons

Mobile app was cumbersome and slow. We go into areas with poor reception and WiFi isn't always an option. The app was just too slow.
The cost for the training sessions is a bit much for small "mom and pop" business. It would be great to see a tiered price point based on number of employees.

April 2018

Fred from CRC

Company Size: 11-50 employees

Review Source


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

April 2018

Needed software to manage my service company. I tried a local company and spent a lot of time and money for a product that was clearly inferior to TigerPaw

I noticed in a few years other pos companies and software developers were using it as well. They were more super users. I kept it simple and got out of it what we did best service.

Pros

Ease of set up and use. Modular based so you could purchase what you need. 2 purchasing, 4 dispatch,...we mainly used for tracking service calls and technicians performance. End of the year or quarter I could see and show the customer what they received for the maintenance dollars they were spending. Also we could tell if we needed to raise rates on certain equipment, based on number of failures. This software takes it all the way through billing. I never went that far. It did what we needed and functioned as sold. Was very happy with the investment, paid for itself in a year.

Cons

Can’t remember any down side. Best money I spent to help run the business. That’s not a con. But the truth.

May 2018

Kelly from CTS Technology Solutions

Company Size: 11-50 employees

Review Source


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

May 2018

TIgerpaw has a fantastic team working hard for us every day!

I am very grateful to have a team of people who work so hard for us every day. The team treats us like we matter, they care if we are happy and we are much more than a ticket number to them. In a world where customer service is not readily available through most companies, Tigerpaw is knocking it out of the park.

Pros

Tigerpaw has a product that meets our needs at every level of our business, from sales to operations as well as inventory and accounting. They hear our recommendations and work with us to implement change that meets our ever changing industry!

Cons

I would like to see Tigerpaw open up their application to integrate with other software more readily. We use several software pieces for different aspects of our service to clients and if they could integrate into Tigerpaw, we would save time and money. Integrations seem to be the biggest downfall of this software.

March 2018

Mike from Netrix IT

Company Size: 11-50 employees

Review Source


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

March 2018

The grass looked greener on the other side but it ended up MUCH harder to chew

If we could go back to TigerPaw from ConnectWise we would do it in a minute. Unfortunately, once you make the move, it is almost impossible to get out. The cost, contract(s), and overall Massive commitment from an internal resource perspective force you to stay with ConnectWise.

Pros

One of the best procurement packages I've ever used. Assets are tracked and work-flow helps manage warranties and renewals. Service desk is simple but robust. Navigation is user friendly and there are different ways to navigate depending on your work preferences. Searching the database is customizable for individuals as well as making common company wide searches available using their Matrix search tool.

Cons

We left TigerPaw because we thought the service desk and calendaring would be better in ConnectWise. As it turns out we're years into ConnectWise and still are dealing with figuring out Service Boards and help-desk flow. The ConnectWise calendar is completely unusable along with much of their product. TigerPaw's calendar is significantly more robust and you can actually schedule meetings with multiple people. If you are looking for a true PSA Partner, TigerPaw can be just that, where with ConnectWise you are barley a number.

March 2018

Jeffrey from The Rhino Group, Inc.

Company Size: 11-50 employees

Review Source


Ease-of-use

5.0

Functionality