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3.7 out of 5.0 (3 ratings)

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We have aggregated ratings data on IBM but all of our reviewers have opted out of sharing their qualitative review feedback. In certain cases we allow reviewers to withhold their qualitative review feedback from public view, in order to protect their confidentiality.
  • 3 out of 5.0, Reviewed

    Product(s): IBM Datacap

    All smooth once we got the right resources and team.

    Overall Comment

    Once we got correct resources, everything ran smooth. But until then there were hurdles and issues.

    What one piece of advice would you give other prospective customers?

    Right technical resource was biggest takeaway from this niche upgrade implmentation.

    What do you like most about the product or service?

    Starting trouble, but very smooth once up and running.

    What do you dislike most about the product?

    Steep curve in the beginning.

    What one thing do you wish the vendor did differently?

    Better resource quality on their side.

    If you could start over, what would your organization do differently?

    Make sure resources are top notch and tighter control on vendor management.


  • 4 out of 5.0, Reviewed

    Product(s): IBM Datacap

    Datacap upgrade was straightforward with some challenging product issues.

    Overall Comment

    There is not a lot of 3rd party Datacap experience in the market, which sometimes causes us to rely on IBM for services. There services have been great, but they can be expensive and it takes multiple iterations to bring them down on pricing. For this particular upgrade, we primarily used their support services when we ran into issues with the upgrade. Some issues remained opened for an extended period of time even though they were Sev. 1 tickets. Required us to open a critical situation with them in order to get any movement. I would give them a 3 with overall experience sometimes, but they have been a decent partner and will take care of issues if you escalate them through the proper channels, even though we shouldn't have to do this.

    What one piece of advice would you give other prospective customers?

    This application is very difficult to run automated tests against. If this is a big issue for your organization, you may want to look at a different tool.

    What do you like most about the product or service?

    The flexibility of the application has been great for us. We like to customize many of our applications, right or wrong, and this tool has given us the flexibility we needed. In fact, we have added UI features that they should have in the tool and made our job a lot easier. IBM has been interested in these features and is thinking of folding them into future versions.

    What do you dislike most about the product?

    There architecture was one area they needed improvement on, specifically around load balancing and performance. The Task Master server sorely needs additional capabilities, which they did improve in version 9, but we used an F5 to fill this capability gap. Also, the OCR step with them takes a really long time. Again, this was improved in version 9, but they could probably use some further improvement here.

    What one thing do you wish the vendor did differently?

    Wish the vendor would provide more prescriptive guidance in automating the deployments of this application. IBM initially told us we couldn't automate the deployments, but we used a combination of Octopus and Team City to automate the build and deployment of the application. This automation is critical for us and I would assume other customers would be interested in this as well. Having this guidance published by them would be really helpful. Related to what I mentioned above, it would be great if they could publish guidance on how to automate the testing as well.

    If you could start over, what would your organization do differently?

    We would have dedicated more time towards testing. There were five product issues discovered in testing and they remained open with IBM for a fairly long time. Having the additional testing time would have accounted for these product issues and would have prevented the rush towards the end in meeting our delivery date.

    Service & support - overall comment

    Based on my earlier comments, it shouldn't take weeks to resolve a Sev. 1 issue. Sometimes we would have no one response from them for days, even though they should have been providing a response daily. The only reason they don't get a lower score is that once we escalated the situation they resolved the issue quickly.


  • 4 out of 5.0, Reviewed

    Product(s): IBM Content Manager OnDemand

    Limited capabilities after ingestion.

    Overall Comment

    Continued support for the vendor’s ODWEK component would have been appreciated.

    What one piece of advice would you give other prospective customers?

    Consider more vendors.

    What do you like most about the product or service?

    Easy to ingest.

    What do you dislike most about the product?

    Can’t change after ingestion.

    What one thing do you wish the vendor did differently?

    Provide ongoing support for components.

    If you could start over, what would your organization do differently?

    Consider more vendors before choosing the product.


Ratings Overview

1 2 3 4 5
Section
1

Evaluation & Contracting

Overall rating of product evaluation and contract negotiation

(3)
3.7

Ability to understand your organization's needs

(3)
4.0

Timely and complete response to product questions

(3)
3.7

Pricing and contract flexibility (pricing and terms)

(3)
3.7
1 2 3 4 5
Section
1

Integration & Deployment

Overall rating of integration and deployment

(3)
4.0

How long did your deployment take?

3 - 6 months (<6)

I don't know


Availability of quality 3rd-party resources (integrators, service providers, etc.)

(2)
2.0

Ease of integration using standard APIs and tools

(3)
3.7

Quality and availability of end-user training

(3)
3.7

Ease of deployment

(3)
4.0
1 2 3 4 5
Section
1

Service & Support

Overall rating of service and support

(3)
3.3

Did you purchase a support package from the vendor?

Yes

I’m unsure


Timeliness of vendor's response

(3)
3.0

Quality of technical support

(3)
3.3

Quality of peer user community

(3)
3.3
1 2 3 4 5
Section
1

Product Capabilities

Overall rating of product capabilities

(3)
4.3
Section
1

Additional Context

What was the nature of your involvement? Multiple responses allowed.

Application Lead

Development/Integration

Implementation, Maintenance or other IT support

Technical assessment

Vendor/Product Selection

Other...


Why did you purchase the software or service? Multiple responses allowed.

Create internal/operational efficiencies

Improve customer relations/service

Cost management

Improve business process agility

Improve business process outcomes


What were the key factors that drove your decision? Multiple responses allowed.

Pre-existing relationships

Product functionality and performance

Financial/organizational viability

Overall cost

Product roadmap and future vision


In which region(s) did your deployment take place?

North America