It Really Did Seem Like A Good Idea At the Time
Submitted Jun. 22, 2015
Protech's CRM 2011 has a lot to offer. It can handle complex interactions and multiple organizational needs. Our association is--pound for pound--as complex as they come. And it is perfect, provided you stick to what is out of the box. The problem isn't the software, it's the service. At first we believed "it's not you, it's me." Now, we really believe it's you. ProTech's MX modules and relationship to DNN are dated and clunky. The company wants the customer to rely on ProTEch service, yet is inflexible, unrelaible, and sometimes contradictory information when it comes to helping the business adapt to the changing environment. The lack of support for the current version of DNN forecloses numerous opportunities to build a richer website experience for members. We were assured ProTech was keeping abreast of DNN evolution and this is not the case. In another instance, we requested guidance for over a year regarding performance issues. We found it impossible to get any thought leadership or definitive guidance from ProTech on either contributing factors or solutions. We were told updates would improve performance when in fact this wasnÃt the case (working within spec provided by ProTech). We were surprised to learn ProTech does not (as of this writing) have a DBA on staff. This has made it extremely difficult to plan effectively or establish a roadmap. Most recently we received a notification indicating ProTech is making a unilateral change to the support provided to us. These changes were not discussed with us prior to the email notification, prices increased and service diminished. Bottom line: Protech is self-focused, somewhat product focused, and not at all customer focused. If you can live with that, you should buy the product.
