4 out of 5.0, Reviewed Nov 21, 2016
Good: *technical consultant on the implementation project was superb, very knowledgeable, gave alternatives and resulting outcomes, worked with us to map processes to the application and vice versa. *application gave us insite and ability to manage IT resources, understand on what they were working and their capacity for more work or if overloaded. *gave us one place to look for all IT projects Not so Good: *early interactions with the vendor's support team were less than timely and satisfactory, requiring multiple back and forth to get an answer, driven mostly by our lack of understanding of the application architecture and knowing exactly what question to ask. We've remedied that by setting up a RAS support contract that has proved to be very useful and satisfactory.
1. Have your implementingn partner on site, not remote. WebEx sessions only go so far to enable knowledge transfer.
This gives us one place to look for all IT projects!!
If you don't have the 'secret decoder ring' for the application, you'll spend a LOT of time getting an answer because you don't know the exact question to ask.
Explain their support model more clearly.
1. Work to understand the support model, types of questions, how to access on line help earlier on in the project, not after go live. 2. Opt for the higher level support model and instantiate it as soon as possible at Go Live as you won't know what you don't know and that will lead to a great deal of delay and frustration. 3. The vendor had no db of UAT test scripts; we built our own. It was a case of the blind leading the blind. Get the use cases documented up front, build test scripts from them and test them during development.
Rated this a '4' only because we haven't yet started using the Investment Planning capabilities, having taken a 'go slow' approach adopting functionality in Planview. What we've implemented we are very satisfied.
Rated this a '4' only because our early experience with customer support was less than satisfactory, smacking of 'check the box' sort of behavior. We remedied this by contracting for a higher level of support. THAT support is excellent.