We have been with BOSS for over 5 years, and they provide exceptional customer service. Anytime that we have identified an issue, [SENSITIVE CONTENT HIDDEN] has been available to troubleshoot and report bugs to have it fixed in their next software release. They appreciate feedback and work to keep their product up to date.
Pros
The ability to login to Support Central from anywhere at anytime and process tickets is something that we cannot live without in the new COVID19 world. We have not missed a beat, and our end users are receiving the support that they want and expect in a timely, professional manner because of it. The Dashboard area allows for the creation of widgets to monitor ticket assignments, counts and more on the fly. We utilize routing, templates and automatic responses to make sure support issues are addressed as quick as possible.
Cons
We are very pleased with the product. The only recommendation that I have is for them to invest in a training and tutorial area for technicians to easily reference to learn of new features or to learn about how to get the most out of the product.
Rating breakdown
Likelihood to recommend: 9/10
We migrated from a legacy on-prem solution to a BoSS on-prem solution which we easily migrated to the BoSS SaaS solution. All of our information was easily migrated forward as we needed to make organizational changes. The BoSS solution suite is capable, flexible, adaptable, and easy to use, which has resulted in significant process improvements for our organization.
Pros
The integration and automation of service requests, and the ability to create a service request from multiple avenues. Being a SaaS solution enables access to tickets and inventory from any location and from any device. We are able to update our field techs with ticket assignments or ticket updates while they are in the field, and the techs are able to update the service ticket from the field with the latest information. This makes reporting close to real-time.
Cons
There's nothing that I can point to that I would regards as liking least about the solution, other than the solution won't actually perform the physical work itself :-)
Rating breakdown
Likelihood to recommend: 10/10
It's a great product for inventory and work orders. I'm not really impressed about the reports or how the work orders print. I really like how it works with AD to pull in MS equipment.
Rating breakdown
We use BOSS service desk to manage the service desk requests, 811 (Call before you DIG) requests, inventory management and reporting of all these key metrics.
Pros
Our agency likes the flexibility within the platform. We use it to collaborate with our internal users as well as some of our external vendors. The platform allows our employees to keep all service tickets in one solution.
Cons
At this time we do not have any issues with the platform.
Rating breakdown
Likelihood to recommend: 10/10
My overall experience has been really good. I've always gotten the support I need when I've needed it in a very timely fashion.
Pros
Ease of deployment, ease of building out forms, setting up teams, custom routing etc. I like that most things are very easy to customize.
Cons
With the ease of use comes some restrictions. You're limited to just the options they give you. Since it's web based they can't really customize anything directly for you because it will impact all of their customers. I think reporting and some notification options could be improved as well.
Rating breakdown
Likelihood to recommend: 9/10
Essential version costs $ 19 per agent / per month / billed yearly
Professional version costs $ 39 per agent / per month / billed yearly
Enterprise version costs $ 69 per agent / per month / billed yearly
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