4.5 out of 5 stars

Agiloft is a provider of adaptive web-based business process management solutions for organizations of all sizes.

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Agiloft review by <span>Carly C.</span>
Carly C.
Validated Reviewer
Verified Current User
Review Source

"We utilize this unique tool to manage requisitions, approvals, and contractor ticketing. "

What do you like best?

Agiloft is very user friendly and has tremendous flexibility for you to customize your Knowledge Base and develop workflows to automate mundane tasks, eliminate human error, integrate with other software tools, and increase end user satisfaction. Once the platform is built, the implementation specialist arms you with all of the tools necessary to make modifications and updates as the need for tweaks arises.

What do you dislike?

We have a history of quick but unhelpful responses from customer support. Fortunately, we are able to work with our implementation specialist when support tickets require escalation. There is a clear eagerness to assist, but the communication from support lacks depth. You have to be extremely specific with your desired resolution.

What business problems are you solving with the product? What benefits have you realized?

Agiloft has decreased our requisition approval turnaround time by four days - a huge value add to a fast pace high volume company like ours.

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Agiloft review by <span>Laura S.</span>
Laura S.
Validated Reviewer
Review Source

"It Just Works"

What do you like best?

This is going to sound boring, but Agiloft just works as it should. We migrated from a very basic system. Our last system required us to use it based on the way it was made to operate. Agiloft on the other hand has been customized to reflect our processes. For example, tickets get routed automatically based on the processes we are already using.

What do you dislike?

This isn't exactly a complaint but when you get going with Agiloft, you can't expect their staff to do it all. What I mean is that, you will need someone to work with the Agiloft staff to flush out your operational processes. This isn't an off-the-shelf system, but rather one that will be customized to your specifications.

What business problems are you solving with the product? What benefits have you realized?

Handling 2500 tickets per month::

Technical service needed (hardware, software not working, etc.)

Account requests (new/modify account requests to various systems)

Software requests (applications available to employees)

IT related assets (all hardware controlled by IT)

Technical abuse issues

What Help Desk solution do you use?

Thanks for letting us know!
Agiloft review by User in Information Technology and Services
User in Information Technology and Services
Validated Reviewer
Review Source

"Very customizeable"

What do you like best?

Agiloft is very customizable. This is both a good and a bad thing-- you can mold it to what you want, but that also adds additional complexity.

You can use a custom portal integration and users would never know they are utilizing the software. All they see is your customized portal with your brand.

Can be a very robust application, but seems to be best suited for a larger environment.

What do you dislike?

Perhaps it is how we have it setup, but I find the interface a bit clunky and difficult to maneuver and find what I need.

Sometimes the responsiveness is slow, but that may be a resource constraint on the VMs that the application is running on.

Recommendations to others considering the product

A very flexible platform that can be molded to suit your needs.

That being said, smaller organizations may not be a good fit for this software unless you have staff or budget available to help customize the platform.

As always, ensuring that you know what your business needs are before you implement will help you make your implementation of this or any other software successful.

What business problems are you solving with the product? What benefits have you realized?

Does well with tracking all of our customer issues. We have developed a front-end portal that allows customers to create new issues without directly needing to login to Agiloft.

This allows us to ensure we are meeting customer expectations and SLAs for issues that they submit to our service desk. Our BI team can create multiple reports that allow them to spot trends and ensure tickets are worked to completion.

Agiloft review by Consultant in Information Technology and Services
Consultant in Information Technology and Services
Validated Reviewer
Review Source

"The most customisable software Ive ever worked with"

What do you like best?

The customisation capability is quite remarkable. The configuration can be completely customised to individual company requirements right down to field level. The user interface, colours, fonts, dashboards,and widgets can be tailored specific to a user, or group of users. Even reporting can be customised to use pre-existing business templates.

Im yet to encounter a business scenario or process workflow that cant be configured within the system.

What do you dislike?

The sheer customisation of the system could be daunting for some. That's why its imperative to seek professional advice in the initial phases.

Recommendations to others considering the product

Definitely worth considering this product.

What business problems are you solving with the product? What benefits have you realized?

Agiloft is used by us internally to track customers, prospects, vendors, service desk incidents, time sheets etc. Its great having a single point of truth, and instant event notifications for areas of interest, or running reports with real time information across the company

Agiloft review by <span>Eric N.</span>
Eric N.
Validated Reviewer
Verified Current User
Review Source

"Coding-free customization and extreme flexibility puts power in the hands of CRM/ERP users"

What do you like best?

1) Easy coding-free process-oriented customization

2) Highly flexible in terms of automating nearly any business process

3) Overall simplicity yet customizable enough to look like a custom application

4) Easy enough to customize that users can decide how to automate their own jobs, not rely on administrators or professional services, allowing the business to react quickly to changes in requirements.

5) Clearly designed with forethought and ingenuity

6) High quality support and professional services are available

7) Easily interfaced to other systems

What do you dislike?

1) The look and feel is behind the latest offerings from the competition which can make getting users to accept the system more difficult. It does not impact productivity with the system significantly

2) I wish there were more and more complete sample customizations for the various applications the system can be used for. Because it's so easily customized, and because Agiloft's philosophy is to put that power in the hands of users, having a "close" base configuration would allow near instant deployment.

Recommendations to others considering the product

1) Take the training class

2) Go live with as little customization as possible so that you know exactly what you want to change

3) Include all your users in decisionmaking and delegate customization to first-level management if at all possible, keeping administrators and experts on hand to help.

What business problems are you solving with the product? What benefits have you realized?

We switched from NetSuite CRM to Agiloft, because Agiloft could address fully custom support flows and timings which were necessary for our business.

We are switching from NetSuite SFA to Agiloft SFA because our sales people and managers, like in most companies "have their own way" of doing things and want the tool to support them in it rather than forcing them to comply with a standard method or requiring expensive and extensive professional services.

We are investigating switching our billing from NetSuite to Agiloft because we have confidence in Agiloft's management team and their intention to listen to what we need and provide it as fast as possible.

Agiloft review by <span>David E.</span>
David E.
Validated Reviewer
Verified Current User
Review Source

"Implementation of IT Helpdesk, adhoc database solutions and development of Contract Mgt System "

What do you like best?

In terms of Agiloft's strengths, these include -

Flexibility - the amount of process which can be created and speed in which to configure

Configuration, not coding - saves rework, time and provides the opportunity to implement easily

Price and service - good value, resellers and engagement from Agiloft themselves

What do you dislike?

In terms of areas Agiloft could improve -

UI is slightly out-dated - does not necessarily prevent user adoption

Minor bugs - most of which addressed quickly by Agiloft or alternative solutions

Reporting - enhanced reporting, look, feel and ease of use, could add significant value

Recommendations to others considering the product

Similar to many on these review sites, my recommendations for using Agiloft include -

Find a good third party vendor and build a strong relationship, help them understand your business.

Small implementations/ trial/ less complex - these can be worked with an Agile methodology, great starting point.

Large implementations/ complexity/ business critical - build requirements and configure.

The interfaces/ UI does appear out-dated - regular users will overlook this due to the benefits of the tools flexibility and ability to build unique processes for your business.

Have BA's trained/ trial the technology to be able to configure base reports and workflow.

Discuss the technology and implementations with other users and build connections.

Be prepared to implement workarounds in some cases to meet requirements.

What business problems are you solving with the product? What benefits have you realized?

We have solved business problems of implementing an IT helpdesk with a 'light touch' ITIL framework, which meets the specific needs of our business. Greater reporting and metrics on IT tickets have been generated for focus on cost savings.

From the creation of adhoc databases - external customer survey and internal quality assurance systems - we have created bespoke systems specific to our business without the need for complex coding. These Agiloft solutions mean we have not had to engage developers (Access/ SQL) and build systems which will require ongoing expert third party maintenance. The systems also have delivered time savings in the process and improved reporting.

We are in the process of building requirements and developing Agiloft to replace the existing legacy ERP/ Contract Management System. This will provide numerous business benefits including a single source of truth, data integrity and enhanced workflow with significant reduction of manual process.

Kate from G2 Crowd

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