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Complicated for product sales

Customer Service
3
Ease of Use
4
Reliability
4
Customization
3
Version: 
Membership Size: 
101-500
Industry Type: 
Education
Organization Type: 
Trade Membership
Primary Job Function: 
Chief Staff Officer (#1)
Number of Years Using the AMS: 
Less than 1 year

I inherited this platform when I took over as ED. The staff is adept at jumping through hoops to get it working ok-ish, but there are severe limitations to this platform. Something as simple as setting up a "product" to see requires awkward use of forms. Many work-arounds to create bundles of products. I have asked the company to convince me, as the new leader, to stay on the platform, but they handed me to a customer support person who struggled to answer simple questions. I wish I could give a more detailed review of how the platform is falling short of my expectations, but I don't even know what my expectations should be for it. 

My team is constantly putting in requests for support. There are times when my staff is on the phone multiple times per day. This seems excessive. 

In a nutshell, I don't understand how this platform serves associations but can't do simple tasks or reporting. We need data to make decisions.