What do you like best?
The staff members I have interacted with are pleasant and patient. I like that there are webinars every week that can be viewed for a refresher.
What do you dislike?
There seems to be a script that employees are given to follow. The responses to most questions seem very mechanical and consistent. Complaints are 'managed' and not addressed. The platform seems inflexible and everything has a price tag. I do not get the overall feeling that those programming and maintaining the platform understand what agents or brokerages need from a CRM. I realize that each customer may have different needs, but simple consistency with functionality from feature to feature within the platform would be a significant improvement and the flexibility in changing the display of information for each user would be helpful. One agent may want to sort a list of customers by last name versus first name and you cannot. It would be helpful to schedule an email to go out on a past clients' Birthday, but you cannot. Having a simple address label feature for the occasional mailer would be huge. Segregating people into Contacts and Clients doesn't work well for agents. They cannot get an overview of activity if they are using email marketing with both categories of people. Every CRM system I have ever encountered is set up to store people's contact information and transaction details. You have a setting within the contact information to classify them as a "Client", "Lead", "Past client", or you leave blank if they're just someone you have had contact with but aren't in the market for your services right now. The Google integration causes more problems than it helps. Names of Google Contacts come in jumbled, the platform cannot seem to read first and last name fields from Google.
Recommendations to others considering the product
Spell everything out clearly and multiple times, to multiple people. Three Boston Logic staff people have been let go in the last 12 months of working with the company. Contractually address what happens if there's a delay. Our launch was delayed by almost 8 weeks, pages were incomplete and our staff had to finish them. Check everything thoroughly. Work we paid for was proven not to be completed, and we had to hire an outside company to resolve the issue. Issues with a third party feature was pointed out to Boston Logic in February and has still not been resolved, which impacts the entire platform. Every week on our conference call with our Customer Success Representative we are given the same update, "we are still working on it and we don't have an estimated completion date." I believe the company is growing faster than it is capable of managing. New features are being introduced before current features that are not working are being fixed. The new features being rolled out have bugs and are incomplete, which lessens the value of the new feature and squelches the enthusiasm of the users.
What business problems are you solving with the product? What benefits have you realized?
We utilize Boston Logic's Brokerage and Agent websites, Email marketing, and CRM functions. We enjoying having a single platform to direct our agents to use. We utilize the email marketing internally to keep agents and staff informed of training opportunities and events. It would be helpful if Admins had the same capabilities as Agents in the system because we could be using the email marketing component even more.