4.1 out of 5 (13 Ratings)
Mar 14, 2017
There is always room for improvement. There have been some occassions in the past where the level of support from Click did not meet our expectations.
Mar 10, 2017
The vendor was generally committed to doing all they could to help implement the suite as needed. We had version 7 and 8 live at the same time, as we did a phased rollout/upgrade of version 8. We did and as is upgrade and vendor did a good job of helping us migrate to the new technologies.
Feb 15, 2017
Excellent overall experience. Fast track product deployment requiring field dispatch solution with exact appointment scheduling. Vendor evaluation: Multiple vendors responding to RFI/RFP. Click came in very well prepared and had researched our business. Effective process with strong SME support. Responded better than others in flexibility and options to meet timeline and functionality required. Great demos, roadmap, and working team during finalist round. ~75 days from initial vendor contacts to Click selected. Contracting: Effective and results oriented approach. Worked it on our paper and they provided good contracting team to go through multiple redlines until we had working document for Master Agreement. SOW and pricing for licensing, cloud services, professional services, and M&S went smoothly and negotiations were fast as they brought in the decision makers quickly to agree on final Terms & Conditions. ~45 days from vendor selection to signed agreement. Implementation: Click had committed resources to do pre-work with our team while Contracting was underway. They did configurations of the cloud environments, documentation for interfaces, resource planning and agressive timeline plan to be prepared to hit the ground running as soon as contracting was complete. We actually launched intial deployment on their cloud withn 23 days of contract completion. No one internally, outside of our working team, believed it was possible and were happily surprised. Multiple phases of additional automation were launched over next 90 days to implement additional interfaces and automation with our internal systems. Internal developers and system user management team were trained to perform additional enhancements without need of Professional services.
Dec 9, 2016
Very nice, responsive sales and professional services people. Product has many features that are configurable. Support after implementation is terrible. Very difficult to get them to engage and do more than change statuses and refer to FAQ on web. Installation of two patch upgrades has rendered us inoperable for days. No roll back or uninstall mechanism.
Nov 24, 2016
It has been a smooth implementation/upgrade.
Nov 15, 2016
Overall well supported, sometimes hard to nail down root cause of incident.
Nov 10, 2016
The product satisfied our expectations in terms of business functionality. Consulting services partnership was ok, but not having locally representation (in our country) implies a risk that must be managed. QA technical services from product team were fundamental during project phases.
Oct 6, 2016
Although our operation is not perfect yet, we think we are in a great path having ClickSoftware as a partner. We are satisfied with the current product, and looking forward to the migration of newer versions already released which will bring great features for our operation.
Oct 5, 2016
When you implemented CS then you need experience people that we miss by implementation it was a decision made by us to go with a company with less knowledge about CS.
Sep 30, 2016
Overall satisfied. ClickSoftware is pushing the cloud (ServiceEdge) with reduced functionality relative to our on premise solution, so immediate roadmap may not be well suited to our needs. Adoption seems slow - few examples of companies using that we can look to. Will consider cloud-solutions once that product has matured - likely 2+ years from now. From our experience at ClickConnect, we are among the more sophisticated users, with an on-premise solution that we customize and a dev team to support those efforts. I still don't consider our solution world-class, though, with some basic gaps that we're looking to solve into.