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No confidence in our AMS

Submitted Jan. 19, 2015
Customer Service
0
Does your AMS vendor respond to your organization's requests in a timely and thorough way?
Ease of Use
0
Reliability
0
Customization
0
Primary Job Function: 
Operations, Administration
Number of Years Using the AMS: 
1-3 years
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We implemented Abila (Avectra) netFORUM Pro two years ago with minimal issues. A couple of months after the implementation they released a new Build to address some of the issue and improve the software. For us this was the beginning of the end for Avectra. The Build introduced so many bugs into the software that it doubled my workload with workarounds. Worst of all it took over a year to get most of the worst issues resolved. Subsequent Build releases never really addressed these newly introduced bugs but appeared to be focused on lightening the load on their servers (critical automatic functions were disabled). For a long period of time Avectra's Support department was so overwhelmed with support requests that they were completely useless. We were hoping that when Abila bought them out that things would turn around. Although they did fix some of the bugs and brought back a critical automated feature, they unfortunately still have too many outstanding issues (software only works on Internet Explorer10, processed refunds end up as available customer credits, unreliable emarketing function, É) that makes the system too unreliable and cumbersome for both backend and frontend users.