PROMYS CRM Help Desk PSA Reviews

Pros
Before Promys PSA we had Salesforce.com for CRM & quoting, Remedy for Help Desk and PM’s used MS Project or Excel spreadsheets. The disconnects between those software products meant we were constantly re-keying data and having to pull data from multiple systems to create management reports, which always seemed out of date. It was difficult to get good visibility into Job Costing, Managed Service Contract profitability or cycle lessons learned from one department to another. Promys brought all of those modules and data together in one system, which has made our employees much more efficient and effective. Promys PSA has given our management team great visibility into line of business profitability and profitability leaks.

Cons
The Great Plains integration took a little longer than we had hoped, but now that it's up and running it's a very robust integration.

Rating breakdown

Likelihood to recommend: 10/10

Pros
Prior to implementing Promys PSA our biggest challenge was the lack of visibility and coordination between departments. Having several different disconnected business software solutions resulted in a constant Easter egg hunt for the most current data on billable time, managed services contract profitability, renewal dates and project profitability. Coordinating equipment, software and service delivery was especially complicated. Tracking all this data between different systems and in spreadsheets was time consuming and stressful for the employees and management. The Promys PSA solution captures and manages all of that information in one integrated and easy to use solution. Promys PSA has made it much easier for my team to stay on top of sales, project delivery, managed services/support contracts and customer support issues. Promys PSA has given me better visibility and controls to manage the profitability of my business.

Cons
Installation took a little longer than expected. But the Promys implementation and support teams are very responsive.

Rating breakdown

Likelihood to recommend: 10/10

Pros
Promys is a complete business process software fully integrated with our accounting package.

Cons
Reporting improvments are on my wish list.

Rating breakdown

Likelihood to recommend: 9/10

Pros
In another life, I was a power user of one of the more heavily marketed PSA's, so I'm very familiar with that tool's capabilities. We did a very deep dive evaluating PROMYS compared to several other solutions. It was clear very early in the evaluation that for a Cisco Gold partner our size, PROMYS was a far better fit than traditional PSA's. PROMYS is significantly stronger from a forecasting and planning perspective and provides far better visibility into mid-project profitability. Margin and profitability reporting are in a completely different class. PROMYS didn't just "win" our PSA evaluation; for a business our size, the traditional PSA's weren't even options any more.

Cons
Initially it was hard to get our executive team to look at PROMYS because it's less well known than the big two PSA's.

Rating breakdown

Likelihood to recommend: 10/10

Pros
We tried Connectwise at one point. I thought the interface was really poor, with far too much crammed on the screen. I think Autotask has the same problem. Promys recently re-developed their entire PSA solution from scratch using that latest cloud technology and it really shows in the user interface, screen responsiveness and the comprehensiveness of their PSA functionality, especially in areas like Managed Services Contract profitability tracking. We also liked how Promys does all the heavy lifting regarding gathering our requirements and configuring Promys to meet our needs, to make sure we're using all of the capabilities of our new PSA software.

Cons
Implementation approach was great, best practice sharing was very beneficial, did take a little longer to implement than expected.

Rating breakdown

Likelihood to recommend: 10/10

Pros
The fact that they don't change extra for quoting, mobile, purchasing, or e-mail and calendar integration was a big plus.

Cons
When implementing new PSA/business software, it's easy to fall into the trap of just automating how you do things now. Promys was very helpful in assisting us in re-examining some of our business processes vs. industry best practices, but it did take some time and effort to implement those changes.

Rating breakdown

Likelihood to recommend: 10/10

Pros
Promys ties all the aspects of the sales cycle together from opportunity to invoice. The reporting features are very flexible including the standard reports and the ability to export a variety of information from the multi-functional SO Items Processing screen. Promys applies edits that enforce good business practices.

Cons
There are so many features in Promys that it can be hard to remember how to use a feature that is used only occasionally. However, the support staff is very quick to respond and retrain when needed.

Rating breakdown

Likelihood to recommend: 9/10

Pros
We selected the Promys PSA business software in order to reduce the amount of time our managers and employees spent chasing down data, which will allow us to bill more quickly and accurately, get better visibility into project profitability and provide an even higher level of customer service. The Promys fixed fee implementation approach is just as impressive as their software. The Promys implementation team is exceptionally patient and helpful and many of their best practice suggestions have made our business processes even better.

Cons
There are a few things I'd like to differently but almost all of it is making our business processes better - very satisfied so far.

Rating breakdown

Likelihood to recommend: 10/10

Pros
Intuitive solution with little training. Solid support from the Promys team with rapid response and resolution of issues as they arise. Very flexible in resolving unique issues as they arise.

Cons
As a cloud based solution it could be faster for large look-ups, but performance is very good otherwise.

Rating breakdown

Likelihood to recommend: 10/10

Pros
It provides real-time visibility into project profitability (mid-project cost against budget), resource utilization, and resource forecasting. It also has powerful reporting analytics for margin (by manufacturer, line of business, customer, etc.), labor analysis, and forecasting for revenue, margin, and labor. Their customer service is very responsive. They have good response and resolve times, as well as very a knowledgeable implementation and support staff.

Cons
There is currently limited bilingual support (for French), but I understand that their next version is fully multilingual.

Rating breakdown

Likelihood to recommend: 10/10

Pros
The Managed IT Service solutions that we deliver to our clients allow them to focus on their core competencies and leave managing their IT infrastructure to us. But in our own business, our previous business software was becoming a distraction to running our business. Instead of the business enabler we had hoped for when we first implemented, slow system response and support issues were consuming way too much time and attention. We have very aggressive growth plans, so we needed to select a system that would not only support our current needs, but one that would handle the increasing complexity of our company as our growth continues. With PROMYS, we know that no matter how aggressively we grow, we won't outgrow our software infrastructure, so now we can go back to focusing on growing and managing our business, as opposed to managing our business software.

Cons
I would like to see more canned APIs, although their open Web Services/XML approach to integration is pretty flexible.

Rating breakdown

Likelihood to recommend: 10/10

Pros
PROMYS is very easy to use, and all the modules share data, which makes PROMYS very efficient for a company where people are wearing multiple hats. The PROMYS combination of strong forecasting, robust project management, and extensive profitability analytics are going to be crucial in providing our executive team with the information we'll need to keep existing customers happy and to make our growth investment decisions.

Cons
They're a little behind on releasing the device- and browser-independent version of their software, but I hear that will be out in a couple months now.

Rating breakdown

Likelihood to recommend: 10/10

Pros
"We initially selected Connectwise, but were not satisfied with the company's support and implementation processes. Just as we need to understand our customers processes to help them optimize where possible, we wanted a PSA software partner who would take the time to learn our business processes, perform the configuration work for us and implement the software in a way that would maximize industry best practices to ensure we got the most out of our PSA software investment. In short, we wanted to focus on rapidly growing our business, not on our business software implementation. Promys is clearly state of the art cloud based PSA software, but the key differentiator was their implementation methodology which was a much more hands on and value added approach."

Cons
The implementation took a little longer than we expected, but we're glad we took the time to do it right.

Rating breakdown

Likelihood to recommend: 10/10

Pros
The embedded quoting module in PROMYS is the glue that connects revenue and resource/margin forecasting with real-time visibility into mid-project cost-against-budget performance. This allows us to quote more competitively, plan more proactively, and deliver more consistently on our project margin targets. PROMYS has a very strong business process industry best practice knowledge base and a very responsive Customer Support team. We also really like the strong accounting integration with GP/Dynamics.

Cons
Accounting integration with GP is excellent, but it required some of our GP integrator's time.

Rating breakdown

Likelihood to recommend: 10/10

Pros
Fantastic margin reporting and analytics across projects, customers and products Very strong Project Management and Labor Analysis capabilities Good Help Desk and Service Contract management functionality Proactive customer support Very structured implementation approach that drove industry best practices and user adoption

Cons
Integration with Sage X3 is very strong, but took slightly longer than expected Initially it was hard to get our executive team to look at PROMYS because it's less well known than the big two PSA's.

Rating breakdown

Pros
The integration between the PROMYS modules, CRM, Opportunity, Quotation Sales Order, PM, and Help Desk is pretty seamless. This virtually eliminates re-keying info and provides our management team with excellent real-time visibility into the business. Support is responsive and knowledgeable; the implementation approach introduced best practices; and they're proactive with education about new functionality.

Cons
The install took longer than targeted, but the implementation team was excellent.

Rating breakdown

Likelihood to recommend: 10/10

Pros
Our company supports multiple lines of business, cloud solutions, managed services, project-based solutions, as well as break-fix support. PROMYS was the only PSA solution that was equally strong in CRM, quoting, project management, project costing, customer inventory/assets tracking under support contract, along with traditional help desk and service management functionality, so that we could support our customers equally well across all of our lines of business.

Cons
Installation took a little longer than we had hoped.

Rating breakdown

Likelihood to recommend: 9/10

Rating breakdown

Pros
A big part of our PSA evaluation process was focused on finding a PSA that would ultimately enhance our customers experience, while supporting our very aggressive growth plans. Most importantly, we wanted invest in a solution that would handle the increasing complexity of our company as we continue to grow. With PROMYS, no matter how aggressively we grow, we won’t outgrow our PSA software.

Cons
Their live interactive training and support was excellent, but it would be nice if they had more self serve training documentation as well.

Rating breakdown

Likelihood to recommend: 10/10

Pros
Support is responsive and knowledgeable Integration between modules is excellent Reporting provides very good visibility into the business Implementation approach introduced best practices Proactive education about new functionality

Cons
Install took a little longer than expected

Rating breakdown

Pros
The Promys implementation process has been very smooth and surprisingly beneficial. Not only were the processes extremely well documented and easy to follow, but through discussions with Promys, we have actually identified key business areas that we can streamline to help our overall productivity.

Cons
We're not using all the functionality now, but we didn't want to have to switch again two or three years from now. So we selected Promys knowing that the functionality we needed for our future growth was there as well.

Rating breakdown

Likelihood to recommend: 10/10

Pros
It's clear that PROMYS was designed as "Enterprise Business software" for more complex Professional Services organizations. In addition to the traditional PSA functionality, PROMYS is very strong in areas such as forecasting/planning, real-time project costing, equipment handling, and reporting/analytics, which is critical for our continued growth.

Cons
They're working on some enhancements for multi-ticket billing, which will bring it up to par with the rest of the functionality. The current functionality is okay, but it requires a few extra steps.

Rating breakdown

Likelihood to recommend: 9/10

Pros
Exceptional industry best practice knowledge Excellent implementation team Very responsive support team Easy to learn Detailed labor forecasting Detailed labor utilization reporting Detailed margin reporting Excellent integration between quoting, forecasting and project management modules

Cons
Analytics reports are very powerful but take some time to learn

Rating breakdown

Pros
Very robust functionality Excellent labor forecasting and margin reporting Strong business process best practice knowledge Responsive Customer Support Very strong accounting integration (GP/Dynamics)

Cons
Accounting integration with GP is excellent, but required some of our GP integrator's time.

Rating breakdown

Pros
PROMYS PSA allows us to provide real time information to our teams for better collaboration and decision making. That translates into more effective service delivery to our customers.

Cons
Some users required convincing as to why an enterprise mobile device independent technology approach could provide a similar user experience as an app-based approach.

Rating breakdown

Likelihood to recommend: 10/10