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IBM

4.0 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.
  • 4 out of 5.0, Reviewed

    Product(s): IBM Emptoris Contract Management

    Emptoris Version Upgrade Project: Good Overall

    Overall Comment

    We were already using an older version of Emptoris and were prime candidates for the upgrade to their new architecture (at the time). The VSM (Virtual Supply Master) framework ties in their other modules (i.e. Spend Analysis, Sourcing, Program Mgmt.) so the base data can be leveraged across the system (rather than having its own master data for each module). The upgrade was fairly well managed and we received good support and guidance from Emptoris/IBM. Overall, we were on time and the go-live was successful.

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

    Always know your exact requirements. Break them down to "must have", "would like to have", and "nice but not necessary". Then, you need to effectively communicate expectations and ensure that the project team (both internal/external) fully agree on deliverables. Also establish work hours (e.g. M-F, 8A to 5P Pacific).

    What do you like most about the product or service?

    Emptoris ECM's strength is its configurability. It can do just about anything you want related to contracts management. It is truly the Cadillac of ECMs in regards to its capabilities. The most appreciated service we receive from Emptoris is the designation of our Customer Success Manager. Prior to having one, we were very dissatisfied with the service and felt that IBM wasn't putting effort into their Emptoris offering. Shortly after they designated CSM to our account, we immiately saw an improvement in the turnaround of support requests. We also have weekly status calls to address questions, issues, and overall outlook of our ECM solution.

    What do you dislike most about the product?

    The strength also serves as a weakness. Emptoris ECM is very configurable, but this also makes the solution very difficult to configure/administer/use. The user interface is also very dated. Compared to other ECMs on the market today, Emptoris is about a decade behind. There are a few quirks that our users are now used to, but when we discuss these quirks with users of other systems, they're very surprised Emptoris hasn't addressed them. Emptoris' release of version 10.1 most likely addresses these "quirks". We were given the opportunity to test drive and noticed a 'night and day' difference. Unfortunately, we are not willing to be the guinea pigs, so another upgrade is highly unlikely... at least for another year or two.

    What one thing do you wish the vendor did differently?

    There are quite a few functions we don't use today either because we're unaware or because we don't have the knowledge to configure correctly. Emptoris provides a "Health Check" service where consultants come on-site and assess the current system and processes. Their report out includes gaps and recommendations to eliminate/reduce them. They will also share their product roadmap which they incorporate into their final presentation. Knowing what we know today, I wish there was more guidance from Emptoris on how to leverage the new version. We're happy with ECM overall, but would like to know whether we're using it to its fullest capability.

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

    Hindsight is always 20/20. We wish we developed more test scenarios, especially around administrative functions. Many of the questions came AFTER the implementation, but our Emptoris/IBM Success Manager was able to help us.


  • 4 out of 5.0, Reviewed

    Product(s): IBM Emptoris Services Procurement

    Technology Was Good, But Better Understanding of Cultural Constraints would have Helped

    Overall Comment

    IBM was professional, thorough and responsive to our ever-changing requirements.

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

    Keep your lawyers in their place and not allow them to have the legal considerations take priority over the business considerations.

    What do you like most about the product or service?

    Technical fluidity and comprehensiveness.

    What do you dislike most about the product?

    The lack of tailored training that would take into account the needs of different end users of the system.

    What one thing do you wish the vendor did differently?

    Focused more on the cultural and maturity level of the organization and then adjusted accordingly.

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

    Given much greater consideration and thought to the make of the team leadership, specifically, not giving the lawyers as prominent of a role.


  • 4 out of 5.0, Reviewed

    Product(s): IBM Emptoris Contract Management

    Implementation smooth after performance tuning

    Overall Comment

    Strong product & established vendor

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

    Performance Testing

    What do you like most about the product or service?

    Maturity of application

    What do you dislike most about the product?

    Required ongoing negotiation to resolve performance.

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

    Include Performance benchmarking in testing approach.

    Product capabilities - overall comment

    Mature functionality

    Service & support - overall comment

    Readily available to answer questions via phone

    Integration & Deployment - Overall comment

    Not as responsive to performance issue as expected from this vendor.


Ratings Overview

1 2 3 4 5
Section
1

Evaluation & Contracting

Overall rating of product evaluation and contract negotiation

(3)
4.0

Ability to understand your organization's needs

(3)
3.7

Timely and complete response to product questions

(3)
4.7

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)

12 months or more


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

(1)
2.0

Ease of integration using standard APIs and tools

(2)
3.5

Quality and availability of end-user training

(3)
3.0

Ease of deployment

(3)
4.0
1 2 3 4 5
Section
1

Service & Support

Overall rating of service and support

(3)
4.0

Did you purchase a support package from the vendor?

Yes


Timeliness of vendor's response

(3)
4.3

Quality of technical support

(3)
4.0

Quality of peer user community

(2)
3.0
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

End User Support Manager

Implementation, Maintenance or other IT support

System Administrator

User Training

Vendor Management

Vendor/Product Selection


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

Improve business process agility

Create internal/operational efficiencies

Enhance decision making

Improve business process outcomes

Improve compliance & risk management

Cost management

Drive innovation

Drive revenue growth

Improve customer relations/service

Improve supplier or partner relationships

Reduce time to market


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

Pre-existing relationships

Overall cost

Product functionality and performance

Breadth of services

Financial/organizational viability

Product roadmap and future vision

Strong consulting partnership

Strong customer focus

Strong services expertise


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

North America