I'll try to help and address a few of your concerns.
They also seem to come out with meaningless "upgrades" that take 3 to 4 months to come out. The support staff seems to be very polite but there are only a few that really know there stuff. The others put you on hold - translation (They go ask one of those few people the answer).
--The most recent update I saw was an overhaul of the system to something truly web-based. I never got it running, but it looked pretty good.
--I have NEVER called ANY tech support that had every person know every answer every time. I'm SURE it's a low paying job and there's probably a ton of turnaround. There are a few there who know their stuff, though.
-Bobby Harris
- No access CRM access from your home computer unless you have a VPN setup (This has been a huge pain) They also have no mobile solution to counter this issue.
--I have used GoToMyPC for this with great success and low cost.
- The system does not have an "out of office setting" You have to manually change the salesperson lead distribution every time someone takes a day off if you don't want them receiving leads. (Alex your right - their system doesn't effectively handle internet leads...one of their support people actually admitted it. I had him cornered off)
--If you go to System Administration you can go to the User Edit section and add in vacation time.
- The system cannot send notifications to more than 1 person at a time
--What kind of notifications?
- You must create individual jpg images in a photo editing program for your sales peoples signatures. (This just doesn't make any sense)
--You can also make a template where you have the signature at the end for that salesperson OR make a signature field from one of the MISC fields.
- The templates have very little functionality and don't work properly. ex...If you put a merge field in for (assigned salesperson) when it gets generated it will show last name, first in the actual email that goes out. Also, no merge fields in subject lines of email templates.
--There is a DESCRIPTION field at the top of the template screen. This becomes the subject when you use the template for an email.
- The notifications don't work properly. I have had a ticket open on this for two weeks. I call everyday and they tell me they are "working on it".
--Not sure which notifications you mean, but I always used the Case Management area of the Websuite support section online. It shows everything for you there.
- Leads come in unassigned all the time which means if someone doesn't manually assign them they just sit there
--First time you get an unassigned lead, go to the system administration section and the assignment rules and create the assignment. Unless you have WAY too many sources, you might only need 10 rules. I went so far as to make rules based on the subject line so it would tell me if it was a New or Used car request or certified, etc.
- When a lead is reassigned to a new salesperson, no notification goes out to the new person. There is a checkbox for Create MISC task. Clicking this will create a miscellaneous task showing the receiver that they have a new lead.
- Reporting is suspect but I'm still learning
I've worked with ADP reports extensively. Let me know if I can help
They also seem to come out with meaningless "upgrades" that take 3 to 4 months to come out. The support staff seems to be very polite but there are only a few that really know there stuff. The others put you on hold - translation (They go ask one of those few people the answer).
--The most recent update I saw was an overhaul of the system to something truly web-based. I never got it running, but it looked pretty good.
--I have NEVER called ANY tech support that had every person know every answer every time. I'm SURE it's a low paying job and there's probably a ton of turnaround. There are a few there who know their stuff, though.
-Bobby Harris
