Major turnover at AMS leads to lack of customer support
Submitted Sep. 8, 2015
We've been using Personify for just about four years and have gone through one major upgrade. Since the original implementation we've had at least 5 different account managers and probably the same number of technical point people - most of these within the past year. The brain drain, especially on the technical side, has led to a severe lack of customer service and exceptionally long response times. We've had tickets open for (literally) over a year waiting for some response. The exodus of technical people, mostly to outsourced firms, led Personify to start forcing customers to sign an even more enhanced NDA, so now it is nearly impossible to get outside development help. You really need to have your own staff or be exceptionally patient in waiting for Personify to deliver any customizations you need. Personify isn't a terrible tool, although the backbone coding could be better. It's basically fine for large associations with their own IT staff. If they (Personify) can stop bleeding talent and retain some quality people, that would go a long way towards user satisfaction. We also use the Personify hosting service and I will give that a very high ranking. Minimal downtime, decent communication, good redundancy. But like the other areas, if you have a project or implementation coming up, make sure you give plenty of notice. It can occasionally take months to get a new server stood up or configured.
