Description de CloudRadial
CloudRadial’s Client Services Automation (CSA) platform transforms the way MSPs and IT teams engage, collaborate, and advise their clients and end-users. It consolidates all the IT touch points of ticketing, reporting, training, planning, and account management into a shared portal where clients and IT collaborate to resolve problems, understand issues, add new services, and plan future opportunities. It is a must-have to complement a PSA.
Qui utilise CloudRadial ?
Managed Service Providers and internal IT Service Departments for any SMB or Enterprise organization.
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Alternatives envisagées :
Great help desk software
Commentaires : Great product that helped us while bringing on a very large client (for us). This product has given us a competitive advantage against others and is an amazing sales tool, training portal, reporting dashboard, support tool and account management tool.
The team is very responsive. You can see that they love the product and are there to help. We moved from a competitor who was mostly coasting.
There is a lot to getting this implemented. I would recommend the white glove support if they still have that as an option for installation.
Alternatives envisagées :
A Solid Customer Portal for MSPs
Commentaires : The core functionality of the application is excellent and reliable. The things that work, work well. My review has been vocal in the shortcomings of its integrations with our business tools because we see the real potential the application could have to be a 100% automated self-service window into our entire customer relationship lifecycle. The product is 75-80% of the way there, and we are very satisfied with the portions which do work, and have no intention of shopping around for another vendor at this time. [SENSITIVE CONTENT] and the support team at CloudRadial are responsive and earnest, but have missed the mark a few times on transparency and setting realistic expectations for their commitments to develop additional critical features for the product. The introduction and expansion of other CloudRadial modules (like Assessments) have continued to reinforce the value of the product for us, and we're optimistic about the growth and future development of the platform.
The customer experience is straightforward. The functionality which exists is very customizable compared to industry standards. Managing Service Tickets, Assessments, Invoices, and customer Planner / Roadmaps is intuitive and easy.
Items which have been on the CloudRadial software development roadmap for years have not been released or given firm timelines. Timelines for actively-in-development product functionality which have been expressed to us in emails or calls have repeatedly been missed, in the case of the ConnectWise Manage Projects module spanning all the way back to our original onboarding meetings in October of 2019 (it is August 31, 2022 when I write this). Critically, we receive regular complaints from customers that anything associated with a Project in ConnectWise Manage will disappear from the customer portal, as Project Tickets will not integrate with CloudRadial and customers assume it has been closed because it is simply impossible for them to see anymore. The Customer Planner is helpful for visualizing customer goals, but it does not integrate with the ConnectWise Opportunities our vCIO / AM teams use to actually report on and execute these plans, which introduces significant manual "paperwork" following customer Planner meetings to re-create our Planner items inside Opportunities.
Great Product, Getting support however...
Commentaires : The organization is great, but the inability to actually CALL someone and speak to a human being for support absolutely blows.
Integrates well, but has a LOT of interconnected pieces all of which must be aligned to work as desired, which is a little frustrating. It's a little over-complicated in my opinion.
It's complicated with too many inter-dependant/inter-related components and settings.
Alternatives envisagées :
Works great for tickets and opportunities, but look elsewhere if you need a portal for projects
Commentaires : CloudRadial has been great for getting clients the ability to see and interact with their service tickets, cleaning up their company directory, showing high risk users, MFA, license counts etc. CloudRadial's Customer service is excellent, however, notifications about potential outages due to changes could use some work. At one point no one was able to login to CR due to changes made during the day. this appears to be improving slightly, but being notified of upcoming maintenance, changes, updates, etc ahead of time seems like a no brainer and an easy win.
The end user experience in CloudRadial is amazing, it has a lot of robust data and features at your fingertips.
As an administrator and implementer, the setup is very confusing, takes a long time to adjust to the learning curve, and the lack of Project features to show clients is very disappointing.
Commentaires : We are working to drive all our main lines of customer engagement through the portal to help create a common experience from sales to support. Our use of CR is really helping transform our good process into something that is visible at all times to our customers.
The Cloudradial solution helps drive a lot of interactions we have with our customer into a common location from support to reporting to sales. Helping customers not go 10 different spots helps improve our engagement in many ways.
Nothing at the moment. We see continuous product enhancements and very happy with the solution.