Rev.io

Rev.IO

Comments: Excellent. Great people who care about our success as a company. Willing to help with any problem we have.

Pros:

Ease of billing. Rate system saves us hundreds of man hours and works flawlessly.

Cons:

Needs better support for inventory but the API is excellent so its very easy to create integrations to products that specialize in these areas.

Tigerpaw success for 18 years

Comments: I've read some of the other reviews posted here about Tigerpaw. I certainly hope you will take my comments as factual coming from someone who has invested the proper time and energy into Tigerpaw for the last 18 years. Much of what I read and see regarding negative feelings comes from a place beyond the control of Tigerpaw. Tigerpaw is a line of business application; the most important one in our organization. The operational excellence we have achieved using it came from the marrying of Tigerpaw to well-established business processes. Period. No LOB software, including Tigerpaw will be successful without solid, clearly-defined business processes. If you learn the software and its capabilities, and allow yourself to refine your business processes to work with it, Tigerpaw becomes the sun in your service business universe. No gimmicks, no craziness, no runarounds. That is just not their style. And, if you don't know the answers or need assistance, the trail has been well tamped by a strong community full of ambassadors and experts that can show you the way. In my career as an IT professional and owner, I have often observed the collusion and confusion of the words installation and implementation. Two very different things yet people see them as the same. Our current mobile culture leads people to believe an application can be installed on a Friday and go live on Monday. That is not the case with a product as sophisticated as Tigerpaw. Installation is first. Next comes thought, discussion, planning, programming, and implementation. At that point you can measure with accuracy and make decisions based on relevent information. That is the process. Somewhere along the way, people forgot that software companies are...well...software companies. They develop products and offer setup instructions. Implementation is shaped by those instructions but not performed by them. People buy cars from a car dealership. And the process usually ends the same way. Here is how you start the car; the instructions are in the glove box or online; don't forget to give me 5-stars on the survey you receive next week. And then, you drive away. No one learns how to drive a car at the car dealer. They learn from a sibling, a parent or a professional driver. Line of business applications are exactly the same. In Tigerpaw's case (thankfully) there are a number of professional driving instructors out there to teach you how to drive...and drive well.

Pros:

- All-encompassing product that touches every facet of our 20-year-old IT managed services/PrivateCloud/hosting firm - The Matrix...perhaps the most powerful tool available in any PSA for easily assembling information in an actionable view (you can even export it to Excel). No SQL dev needed; no Crystal dev needed. Just all your info with cool calculations, drill-downs, and filters. Simply awesome - Automatic synchronization with QuickBooks. No export/import files or juggling data around. It just synchronizes our Tigerpaw data right to QuickBooks - Excellent workflow engine. Love this feature. Keeps our sales and technical teams in-the-know. If something is taking too long, getting too old, or amassing too much time, Tigerpaw tells us. It also alerts us about warranty expirations, software license renewals, carrier contracts, even sales tax certificates...long before they expire. - Connect pretty much any way you want. Use your desktop, use the web interface, use the mobile interface...Tigerpaw is everywhere on every device all the time. - Automatic contract and agreement invoicing. As an MSP, this is crucial for operation. Contracts and agreements automatically invoice and process credit cards for us. Huge time savings - Time sheets. I've seen other systems and no one has anything quite like it. Check the availability, utilization, and billable time for techs in a single view. Great for finding gaps in billable times. Wonderful for techs to make sure they are hitting the mark. - They listen. Perhaps the most important thing! Contacting Tigerpaw with suggestions or reaching to support is a positive experience handled by thoughtful people that actually use the software each and every day.

Cons:

- Some things take a few more mouse clicks than we prefer. - The interface needs a bit of love - More partnerships and tie-ins would send help and would send the product into orbit.

Not a good product

Comments: We transitioned to Tigerpaw from ServiceCEO in 2011 - While we do not have daily events as some others had described, I do find that Tigerpaw makes you make a ton of repetitive moves to do any task. We have not actually been able to embrace the newly skinned MATRIX (actually have no idea what the heck the big deal was), and honestly really peeved the way that they have done us lately. We have paid support monthly for years and even with new staff calling for incident calls for access to training or support, we accumulated 19) calls last year. We called support to remove a incorrectly posted payment and was told that this "time", that this was a "chargeable" event at which rate now bills at $ with a 2) hour minimum. I have since decided after review of my initial 2011 agreement (which clearly makes no mention of chargeable items), that I will take my business elsewhere ----- BUYER BEWARE

Pros:

Lots of promising of a solution that takes care of everything - It was a decent program at one time...

Cons:

1) Support - Support for this product is really poor. The few times that we've called (only because we absolutely had to) resulted in wasted time 2) Monthly Support - We paid for support (that we rarely used) and when we actually tried to use it, was told that the items that we needed help with was "chargeable", $ to back out a payment that was incorrectly posted. 3) Performance - We paid for integration and after 6) years now, we are still dealing with issues that did NOT get correctly defined in the setup. the problem was that they seemed to fumble around and really did not have consistent answers for the questions that we had during the migration phase. 4) Mobile Product - Unless something changed in v.16, My experience was that the MOBILE product was total junk 5) Tigerpaw University - again, unless recently updated, was populated with old videos that barely were relevant

Creeping up on two years using this software platform.

Comments: I am very pleased that we have chosen Tigerpaw Software.

Pros:

The platform is what I call a full circle software for our business. CRM, ERP, Etc. All in One! Tigerpaw allows integration with Quickbooks and other programs which make it even more powerful. The structure of Tigerpaw allows a great deal of flexibility, allowing business's to tailor the Software to their business needs. Mobile Portals, Employee Portal and Customer Portals allow a diverse method of working with Tigerpaw while providing an ability to service our Customers at a much higher level. Allowing our com to mover from Service Contracting model to a SaaS, CaaS and MSP platform. As we have discovered, companies looking to move to a new software system need documented existing SOP's and best business practices and then apply them to the software implementation. We have been using the product exclusively for two years come July and are still implementing and automating our process's. You can start very simple and then build the system to meeting your criteria in terms of operations. The matrix in Tigerpaw is possibly the most extremely powerful tool in Tigerpaw, allowing management of data as well as nearly any process you can imagine. Workflows are also a very powerful tool within this system that we use extensively to automate operations. It's easily the best and the most affordable platform we have used. (If you are a Salesforce user I feel for you!) We can do nearly everything we need from development to reporting without the need for a professional developer.

Cons:

We are very mobile dependent and the Mobile Ap could use some updating. We have roughly 30 technicians that are very dependent upon the Mobile AP to perform their daily duties. At times they must toggle between our Tigerpaw Employee portal and the Mobile portal to perform their jobs. As with many Aps field length on phones can be a struggle. Longer field length for Account names and display of Opportunity and SO numbers would greatly enhance our mobile operation experience.

Great CRM Software

Pros:

I love that this is an all in one solution for your business. It allows you to maintain inventory, create price-book items, quoting, input service orders, invoice clients, manage purchase orders along with a ton of other features. once of the best things is the service orders where technicians can login and add a service order. in here they can type up their notes, add in time logs, attach expense logs and items serviced. it allows you to basically keep track of client inventory and the age of client items. The reporting functionality along with the other functions are completely customization to each individual organization.

Cons:

the only issue with this software that when you try to email a quote, invoice, service order or other document through the software, the client will sometimes receive it as a winmail.dat file instead of a PDF file. this is due to the PDF converter in the software not completing the conversion correctly even though it looks like it created the PDF successfully. but this does not happen all the time.