Great product that helped us while bringing on a very large client (for us). This product has given us a competitive advantage against others and is an amazing sales tool, training portal, reporting dashboard, support tool and account management tool.

The team is very responsive. You can see that they love the product and are there to help. We moved from a competitor who was mostly coasting.

There is a lot to getting this implemented. I would recommend the white glove support if they still have that as an option for installation.

The core functionality of the application is excellent and reliable. The things that work, work well. My review has been vocal in the shortcomings of its integrations with our business tools because we see the real potential the application could have to be a 100% automated self-service window into our entire customer relationship lifecycle. The product is 75-80% of the way there, and we are very satisfied with the portions which do work, and have no intention of shopping around for another vendor at this time. [SENSITIVE CONTENT] and the support team at CloudRadial are responsive and earnest, but have missed the mark a few times on transparency and setting realistic expectations for their commitments to develop additional critical features for the product. The introduction and expansion of other CloudRadial modules (like Assessments) have continued to reinforce the value of the product for us, and we're optimistic about the growth and future development of the platform.

The customer experience is straightforward. The functionality which exists is very customizable compared to industry standards. Managing Service Tickets, Assessments, Invoices, and customer Planner / Roadmaps is intuitive and easy.

Items which have been on the CloudRadial software development roadmap for years have not been released or given firm timelines. Timelines for actively-in-development product functionality which have been expressed to us in emails or calls have repeatedly been missed, in the case of the ConnectWise Manage Projects module spanning all the way back to our original onboarding meetings in October of 2019 (it is August 31, 2022 when I write this). Critically, we receive regular complaints from customers that anything associated with a Project in ConnectWise Manage will disappear from the customer portal, as Project Tickets will not integrate with CloudRadial and customers assume it has been closed because it is simply impossible for them to see anymore. The Customer Planner is helpful for visualizing customer goals, but it does not integrate with the ConnectWise Opportunities our vCIO / AM teams use to actually report on and execute these plans, which introduces significant manual "paperwork" following customer Planner meetings to re-create our Planner items inside Opportunities.

Having a central dashboard for both ourselves and our clients that we could customise with training, access to their web apps, ticket submission etc was the number one reason for this product. The dashboard looked great once configured.

Customising and setting up content for the dashboard was painful, confusing and very difficult. Support helped a lot but it needs serious simplification

CloudRadial has been great for getting clients the ability to see and interact with their service tickets, cleaning up their company directory, showing high risk users, MFA, license counts etc. CloudRadial's Customer service is excellent, however, notifications about potential outages due to changes could use some work. At one point no one was able to login to CR due to changes made during the day. this appears to be improving slightly, but being notified of upcoming maintenance, changes, updates, etc ahead of time seems like a no brainer and an easy win.

The end user experience in CloudRadial is amazing, it has a lot of robust data and features at your fingertips.

As an administrator and implementer, the setup is very confusing, takes a long time to adjust to the learning curve, and the lack of Project features to show clients is very disappointing.

We are working to drive all our main lines of customer engagement through the portal to help create a common experience from sales to support. Our use of CR is really helping transform our good process into something that is visible at all times to our customers.

The Cloudradial solution helps drive a lot of interactions we have with our customer into a common location from support to reporting to sales. Helping customers not go 10 different spots helps improve our engagement in many ways.

Nothing at the moment. We see continuous product enhancements and very happy with the solution.

I moved from a big competitor and it was the best choice we made. I've checked out a few of the main competitors when I moved and CloudRadial was the easy choice.

I love the Microsoft look and feel. It really makes the learning curve easier. KB articles are easy to read and follow.

Sometimes when things have so much customization it can be a challenge to get each piece to work as expected.

Love it! Their support is so helpful and friendly.

Turn key functionality with plug-in integrations that help streamline our processes.

Nothing, this software is awesome and I don't have anything I don't like!

I really like the software. It fills a gap for us and its here to stay. We have invested hundreds of hours in getting to know it and fine-tuning it for our clients.

We use Cloudradial as an account management tool for our clients to show their assets and compliance stats. Our account managers use the planner and meeting features in sales meetings with existing clients. In a few cases, Cloudradial was the app that got us over the line in pitches for new clients. I used the knowledge base a lot and we provide a ton of content for our clients, including their own policies (infosec, QA, HR etc). I like how granular you can be about who sees the published articles. We are increasingly using the policies section to report on compliance for our clients

Navigation can be convoluted and long-winded. For example, if I am editing KB articles and I want to see which company groups a client belongs to, its a nuisance to exit KB and navigate back to the client to check, and then come all the way back to partner content. KB sorting and filtering is a pain. Every time I come back to partner content, all content groups are expanded and I have to scroll down to find the package I was working on. It would be very helpful to move content types (articles, courses, menu items etc) to tabs or all them to be rolled up by default. It would also be great if partner content was searchable. When publishing content, it would be great to have a check-box for each article to select whether it is published. I regularly have to remove an article from sight while an amendment is being written and would be amazing if I could simply uncheck this article and re-publish the package to remove the article from view. There is a work-around for this, but it is convoluted and time consuming.

Our company is not the only one benefitting from CloudRadial, but our clients benefit from having more information right at their fingertips. CloudRadial synthesizes our data, provides efficient means for managing tickets, and helps consolidate lots of ticket information into intuitive locations leading to a better customer experience. I can't recommend CloudRadial enough and I always encourage peers at IT Nation - Evolve to get on the CloudRadial train.

We continue to encourage our clients to go to CloudRadial FIRST. Our clients use this tool to enter standard support tickets which lessens the burden on dispatch, understand user lists and M365 quantities lessening the burden on Client Experience(CXM)/Finance, and clients can see their timeline for new projects which helps CXMs prepare for PBRs. In short, CloudRadial cuts down our cost of our most expensive resource, our employees while also streamlining processes that would previously take valuable time. Second, [SENSITIVE CONTENT] and his team are always attentive to our concerns and are willing to innovate when we suggest features and abilities that would make our job easier. CloudRadial is customer-focused and wants to put the best possible product in their client's hands and that is what they continue to do.

As a Finance person, I want simplicity and speed when syncing. Syncing features sometimes lag resulting in having to schedule myself to revisit issues from the previous day after syncing has occurred.

The support team has been amazing. They are responsive both to support tickets and to feature requests through the forums. In the few years we have been using the product we have seen many of the features go from requests to deployed in the product.

Cloudradial integrates with our PSA, our RMM, and other tools we use on a regular basis. It streamlines the ticket submission process and lets you customize ticket forms for each customer.

I wish there were more granular controls in the ticket forms. For example, being able to limit specific dates or creating different question flows based on previous answers. There is a feature to hide questions until a specific condition, but I would like it if it could be more granular.

Overall I have really liked working with CloudRadial. I really enjoy working with the support teams and being able to solve internal and external business issues easily and quickly. There are a few things that I wish I could do more of but overall I am satisfied with the product. I would like to get more visibility into the development path for CloudRadial and I would like to see more focus on enhancing the current feature set instead of development of additional features and integrations.

I really like the ease-of-use for the end user. Also publishing and managing content is a nice and easy to understand system for multiple people to be involved with. I like that I can use this platform to drive multiple parts of our business without needing a lot of extra effort in sea parting those entities.

Administration of the various systems is one of my biggest pain points. Teaching other administrators where to go to edit specific pieces of information is cumbersome and it feels like the administrative portions are spread out to every corner of the software, making it hard to ensure that things are handled properly. Another portion that feels incomplete is the ticket submission forms. Forms are great and there are some good options but there are some missing features around choices that are made. Choices in the form can effect the form questions, however those questions are unable to affect routing decisions or how tickets get categorized when they are created.

Overall, CloudRadial offers a powerful platform for us to manage our client relationships and service delivery. Its features and capabilities help us to improve their operations, increase client satisfaction, and grow their businesses.

CloudRadial allows MSPs to provide our clients with a unified and branded interface to access our services, including support, documentation, and reporting. The portal can be customized to match the MSP's branding and workflows, which can help improve the client experience. CloudRadial offers a comprehensive platform for MSPs to manage their client relationships and service delivery, which can help us improve our operations and grow our businesses.

Its price is a little higher. It is a subscription-based service that adds to the operational costs of our MSPs. It has little difficulty setting up and configuring the platform to our specific needs, although CloudRadial offers support and resources to help us overcome any challenge.

The organization is great, but the inability to actually CALL someone and speak to a human being for support absolutely blows.

Integrates well, but has a LOT of interconnected pieces all of which must be aligned to work as desired, which is a little frustrating. It's a little over-complicated in my opinion.

It's complicated with too many inter-dependant/inter-related components and settings.

Overall experience has been fantastic. The support team is very responsive and helpful. Our clients that use it, love it. Getting them to use it and the buy-in has been the biggest challenge that we're still facing.

Replaces the dated client portal in our PSA. Allows for contact sync between M365 and our PSA. Broadcast and messaging feature. The desktop application and details associated with a support ticket entry are very helpful.

Learning curve. While there is adequate documentation some of it is unclear for the novice. Price is creeping up, and I suppose that's the case everywhere. But I'm seeing little value in the increase as most of the features are for other PSA's or integrations we do not use.

Support has been amazing, feature requests are acted upon and delivered, client calls have been cut down by about 40%, tickets are entered in a consistent matter for ease of reference and management.

Solves the tech debt problem with most PSA's that MSP's use. A client portal on steroids - with full customization down to even an individual client.

They don't want to be a PSA - but I wish they did... lol.

Our primary focus initially was on the account management features for Assessments, Policies, Dashboards, Reports, and Planner. There is plenty of "meat" in there to help shape your vCIO discussions.

It requires a TREMENDOUS investment of time to really unlock the potential of the system. You may have to re-envision how you engage with your clients. For us it took 3-4 weeks of really solid work to get the system ready for a client beta. It was well worth the investment, but without that effort, I'm not sure how much value we would derive from the system.

Overall, I have had a very positive experience with CloudRadial. It took quite a while to implement and it is a lot of maintenance, but it provides lots of value to our clients and the support team is very quick and responsive when I need assistance.

I like how much I can customize the software to each of our clients. The support features, documentation, and customizable links make it a great central place for our clients to find almost everything they need from us.

Managing hundreds of different clients is a big chore that could be improved with more options for duplication, import/export, and more granular permissions. We also really need to be able to view project tickets.

This software has changed the way we are able to interact with clients. It provides live data which increases accountability and ease of management. There is a lot of information available for those who seek it out.

The platform is often slow. It also lacks granularity when publishing content.

We were searching for a customer portal to ease the communication with our clients and users. From this point of view we reached our goal. We need to work a bit more to be able to master the report and QBR.

The first step of the integration was quite easy and straightforward. After a bit of customization, the tool was ours. The first time our clients saw their tickets appearing on the screen of their computer, with all these information reachable in one place, I could saw the stars in their eyes.

The lack of customization on numbers of forms or data list is quite annoying. As for example, it's not possible yet to change the column displayed on the "workstations" category. It's not possible to customize the reports content. My clients doesn't need all these information about their computer on every report, yet I cannot change that, and I have to send this unoptimized report.

Cloud Radial has been great to allow our customers to gain access to their service tickets via ConenectWise. The portal is far superior to the ConnectWise portal.

For us and our customers Cloud Radial has been a great tool. It allows our customers to log, review and close their service tickets from a simple dashboard. We have also started exploring using assessments and the planner to help with customer meetings between our sales team and site contacts. I highly recommend Cloud Radial if you are looking for a customer portal. The support is great and the online documentation is some of the best I have seen. Highly recommended.

I think the reporting and dashboard side of the product and improve slightly however these are low priority use cases for us.

QBR Planning and Compliance management was the reasons we started using CloudRadial. We have implemented most of the features and has become a very important part of our business process.

The most impactful tool from this software for us is the Planning tool. This allows us to share information with our clients in a central location in a format that creates budgeting and project plans quarterly. This sets the expectations with the client and helps us schedule ahead so we are consistently hitting our schedules and budgets.

The software was initially wasn't intuitive to setup. After working with the trainers it reduced our learning curve and improved our efficiency using the tool. I understand it is mandatory for new users to take the training which wasn't when we started using the software.

We love the transparency that Cloudradial brings to our customers. They can see exactly what they have, what they need, what we are doing and how well we are doing it. It gives them control of their IT in a way that they've never had before and it lets us add structure to ticketing, on and offboarding requests and QBR's.

Very simple to setup and it's easy to get customers into it since they don't need any separate login credentials

Much of the deeper information is hidden away in non-intuitive places to find like graphs etc in the right hand pull outs. There are also regular bugs that crop up and can't be replicated.

Our clients love it. Employees have said things like "every time I login and use the software, I find a new feature or think of an idea how it can help our clients".

Very intuitive interface for our clients. Logical design makes it easy to setup a feature and configure integrations.

Lack of a wizard to get you going. There's great documentation, but advanced wizards to speed up configuration would be a great addition.

Great team at CR and they are eager to release updates based on user feedback. The tool has really delivered significant value to our clients and key contacts

Our team likes the interface and client controls that we can provide directly to our customers. The data they get is far beyond what we could ever deliver via excel sheets and presentations since it is a real time snapshot of their account.

There are some integrations that are still missing which could be helpful, especially in the sales pipeline side of our CRM

The only issue I run into with CloudRadial is when we run into tiny items of "oh can it do X?" but every time I ask, support is there to help with every step of the way.

The product is easy to use and has a lot of amazing things that we don't even seem to take complete advantage off-as we've only begun to scratch the surface. I love being able to see the hardware quickly and see the compliance levels.

Updating the data-collecter can a bit of a pain.